Monique Lurie
Director Of Clients Results / Account Manager
Roodepoort
Summary
Dynamic Account Manager
Offering expertise in building partnerships, retaining key accounts, and enhancing profit channels. Strong leader with proficiency in growing professional networks, influencing decision-makers, and devising successful strategies. Collaborative and strategic team leader with a robust background in customer relationship management.
- Building Partnerships: Expert in developing and nurturing relationships with clients, ensuring long-term satisfaction and loyalty.
- Account Retention: Proven ability to retain key accounts through attentive service and customized solutions, minimizing churn and maximizing client retention.
- Profit Channel Enhancement: Skilled in identifying and capitalizing on new business opportunities, leading to increased revenue and profitability.
- Leadership and Team Collaboration: Adept at leading cross-functional teams, fostering a collaborative work environment, and driving team success through strategic direction and support.
- Customer Relationship Management: Extensive experience in managing customer relationships, resolving issues promptly, and maintaining a high level of client satisfaction.
Overview
15
15
years of professional experience
20
20
years of post-secondary education
Work History
Director of Client Results
Grow IT Partners
09.2024 - Current
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Streamlined project delivery mechanisms, significantly reducing time to market for new initiatives.
- Created and managed Social media content, including live streams
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Interacted well with customers to build connections and nurture relationships.
- Reported issues to higher management with great detail.
Account Manager
Softwave TRT Marketing
11.2022 - 09.2024
- Improved overall team productivity by implementing best practices in organization and time management.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Solely manage 30 clients
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Developed customized account plans for clients to help them achieve their business goals.
- Collaborated with the sales team to identify potential upsell opportunities and expand client base.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Assisted in development of training materials for new hires, ensuring smooth onboarding process.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Coordinated cross-departmental efforts to execute successful marketing campaigns for key accounts.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Set and achieved company defined sales goals.
Owning/Managing Hair Salon
Self-employeed
03.2013 - 12.2022
- Promoted the salon''s services through social media platforms by sharing before-and-after photos of clients'' transformations.
- Maintained client confidentiality by securely managing personal information and respecting privacy boundaries.
- Daily activities of managing stylists
- Operations
Assistant Manager at Hair Crew
Haircrew
01.2011 - 02.2013
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects tasks.
- Streamlined store operations for increased efficiency, implementing new processes and procedures.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies
Hairstylist/Management Executive
Steiner
01.2010 - 12.2010
- Team Coordination and Management: Successfully coordinated and managed a team of hair stylists and other spa professionals, ensuring smooth daily operations and high-quality service delivery to guests.
- Training and Development: Provided training and mentorship to new team members, sharing expertise in hairstyling techniques, customer service, and spa protocols, which resulted in improved team performance and guest satisfaction.
- Customer Service Excellence: Led by example in delivering exceptional customer service, handling guest complaints and feedback effectively, and fostering a welcoming and professional atmosphere in the spa.
- Scheduling and Time Management: Efficiently created and managed team schedules, ensuring optimal staffing levels during peak times and special events, which maximized productivity and minimized wait times for guests.
- Sales and Revenue Growth: Played a key role in promoting spa services and products, achieving sales targets, and contributing to overall revenue growth by upselling treatments and retail items to cruise ship guests.
Education
Advanced Diploma - Marketing
Unisa
04.2001 - 11.2011
Advanced Diploma - Hairstyling
City And Guilds
04.2001 - 12.2010
Skills
Account Management
Teamwork and Collaboration
Account development
Customer Service
Client Relationship Management
Business Development
Client Relationship Building
Sales Development
Data Analytics
Customer Relationships
Project Management
Relationship building and management
Customer Relationship Management (CRM)
Account servicing skills
Lead Generation
Customer Satisfaction
Goal-Oriented
Strategic Planning
Market forecasting
Customer Needs Assessment
Client Relations
Team Training
Business development and planning
Sales Meetings and Orientations
Upselling
Complaint Management
Revenue Growth
Marketing
Brand Management
Client meetings
Management collaboration
Customer training
Systems and software expertise
Goal Setting
Operations
Performance Tracking
Staff Management
Client Development
Operations Management
Team Management
People Management
Project Coordination
Strategies and goals
Verbal and written communication
Business Administration
Issues Resolution
Media Relations
Script review and revision
Team Leadership
Problem-Solving
Analytical Skills
Relationship Building
Decision-Making
Team building
Business Management
Excellent Communication
Time Management
Organizational Skills
Customer Service Management
Process Improvements
Adaptability and Flexibility
Business Growth Initiatives
Customer Retention
Analytical Thinking
Timeline
Director of Client Results
Grow IT Partners
09.2024 - Current
Account Manager
Softwave TRT Marketing
11.2022 - 09.2024
Owning/Managing Hair Salon
Self-employeed
03.2013 - 12.2022
Assistant Manager at Hair Crew
Haircrew
01.2011 - 02.2013
Hairstylist/Management Executive
Steiner
01.2010 - 12.2010
Advanced Diploma - Marketing
Unisa
04.2001 - 11.2011
Advanced Diploma - Hairstyling
City And Guilds
04.2001 - 12.2010