Keith San Juan

KEITH SAN JUAN Account Manager/Client Success Manager/Team Manager P - E-S live:e27757df2d6380b2 SKILLS Monday.com, Smart Sheet, MS Office, Lexis Nexis, RedX Vortex, My Plus Leads, Buildium, Hubspot, Podio, Pipedrive, Bria, Property Pres Wizard, Zoiper, Ring Central, Vonage, Mojo Dialer, REI Blackbook, AmoCRM, Callrail, Follow up Boss, MLS, Trulia, Zillow, Craigslist, Docusign, Signeasy, Slack, Timeco, B4Health EXPERIENCE Account Manager Care Continuum Solutions 04/2022 – 05/24/2024 (US Operations) ME USA Coordinate and manage the onboarding process for new healthcare professionals Ensure all necessary documentation and compliance requirements are met, including background checks, certifications, and license validity Conduct orientation sessions to familiarize new hires with company policies, procedures, and job expectations Liaise with various healthcare facilities and long-term care centers to understand their staffing needs and requirements Match qualified healthcare professionals with appropriate job placements based on their skills, experience, and preferences Develop and maintain strong relationships with facility managers and other key stakeholders to ensure high satisfaction and r etention levels Monitor and manage the daily staffing needs of multiple facilities, ensuring adequate coverage and compliance with staffing r atios Coordinate shift schedules, assignments, and rotations to optimize staffing efficiency and meet the needs of both the facilit ies and the healthcare professionals Address and resolve any staffing-related issues or conflicts in a timely and professional manner Utilize staffing software and tools to streamline scheduling processes and maintain accurate records Oversee the daily operations of the staffing department, ensuring smooth and efficient workflows Collaborate with team members to continuously improve processes and enhance service delivery Prepare and analyze reports on staffing metrics, performance, and other key indicators Provide support and guidance to health care professionals, addressing their concerns and ensuring a positive work experience. Resolved complex customer issues promptly while maintaining positive relationships with clients. Client Success Manager Legacy Virtual 10/2020 - 04/2022 TN USA Supervise and support a team of 15 virtual assistants who specialize in various niches aligned with the client's business needs Monitor the performance and productivity of virtual assistants, providing guidance and feedback to ensure high standards are met Coordinate and manage workloads, assignments, and schedules to optimize efficiency and client satisfaction Oversee 10 virtual receptionists responsible for handling COVID-19 screening processes Ensure virtual receptionists adhere to protocols and provide accurate and timely information to clients Address and resolve any issues or challenges faced by virtual receptionists, ensuring seamless operations Lead the onboarding process for new clients, understanding their needs, and setting expectations Match clients with suitable virtual assistants based on their specific requirements and business nature Facilitate the onboarding of new virtual assistants and receptionists, ensuring they are well -versed in company policies and client expectations Oversee daily operations to ensure smooth functioning and delivery of services Develop and implement operational procedures to improve efficiency and service quality Conduct regular check-ins with virtual assistants, receptionists, and clients to gather feedback and make necessary adjustments Prepare and analyze reports on team performance, client satisfaction, and other key metrics. Resolved complex inquiries from clients promptly Provided regular check-ins with clients to ensure satisfaction and identify areas for improvement. Implemented innovative approaches for increasing customer retention rates across all accounts. Facilitated training sessions on soft skills and technical or other related topics to help the virtual assistant Analyzed client feedback to identify trends in customer experience, recommend process improvements, and develop solutions. Served as the escalation point for issues that impacted client's productivity and satisfaction. Administered bookkeeping functions to generate invoices and handle accounts payable and receivable Remote Team Manager CoreAssist 05/2019 - 10/2020 TN USA Supervise and support a team of 15 virtual assistants with diverse specializations Monitor performance and productivity, providing feedback and guidance to ensure high standards Coordinate workloads, assignments, and schedules to meet client needs and optimize team efficiency Foster a collaborative and supportive team environment Lead the onboarding process for new clients, understanding their needs, and setting expectations Match clients with suitable virtual assistants based on their specific requirements and business nature Facilitate the onboarding of new virtual assistants, ensuring they are trained and familiar with company policies and client expectations Oversee daily operations to ensure smooth functioning and delivery of services Develop and implement operational procedures to enhance efficiency and service quality Conduct regular check-ins with virtual assistants and clients to gather feedback and make necessary adjustments Prepare and analyze reports on team performance, client satisfaction, and other key metrics. Maintained strong relationships with team members to ensure team success. Coached, mentored, and trained staff to improve performance, increase productivity, and maximize efficiency. Utilized data analysis and reporting to track team performance and make recommendations Maintained open communication with all stakeholders to ensure successful completion of projects. Developed and implemented team training and development programs. Monitored project progress closely, providing updates to stakeholders and making necessary adjustments. Delegated tasks effectively, matching assignments to individual strengths and development needs. Actively listened to team members' concerns and facilitated open communication within the team Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement. Addressed and resolved client or customer inquiries to foster superior standards of service. Administered bookkeeping functions to generate invoices and handle accounts payable and receivable. Account Manager Pipeline Platform 06/2016 - 04/2019 WA USA Manage and supervise daily operations to ensure smooth and efficient workflows Develop and implement strategies to improve operational efficiency and service quality Conduct regular meetings and check-ins with realtors, brokers, mortgage officers, appointment setters, project managers, and data teams to monitor progress and address any issues Prepare and analyze operational reports to track performance and identify areas for improvement Coordinate and facilitate training sessions every week Lead the onboarding process for new virtual assistants and real estate agents Ensure that all necessary documentation and compliance requirements are met Provide orientation sessions to familiarize new hires with company policies, procedures, and expectations Maintain up-to-date records of all onboarding activities and status Monitor sales performance and provide guidance and support to team members to achieve targets Identify and address any obstacles or challenges that may impact sales performance Resolved complex customer issues promptly while maintaining positive relationships with clients. Managed a portfolio of accounts by providing timely support and guidance. Cultivated strong client relationships through proactive communication and problem -solving. Implemented account management processes to ensure delivery of quality service standards. Maintained accurate records of all client interactions in the CRM system. Collaborated with cross-functional teams such as marketing, sales, operations, and finance to meet customer needs. Reviewed account activity reports to identify opportunities to increase sales or retain existing customers. Updated client information, contract changes, and product prices in company databases. Generated and presented reports to senior management on account performance. Streamlined processes for greater efficiency and cost savings. Developed strong relationships with clients to grow business networks. Responded promptly to customer queries to increase overall satisfaction. Built and maintained a pipeline that supported monthly, quarterly, and annual goals. Oversee data team in ensuring extraction of quality leads are generated for realtors and appointment setter s Client Account Manager Verde Building Solutions 05/2015 - 05/2016 NC USA Manage and supervise daily operations to ensure efficient and effective workflows Conduct regular team meetings to monitor progress, address challenges, and ensure alignment with company goals Prepare and analyze operational reports to track performance metrics and identify areas for improvement Serve as the primary point of contact for U.S Mortgage company clients, addressing their needs and ensuring satisfaction Build and maintain strong relationships with clients through regular communication and proactive support Understand client's business objectives and provide tailored solutions to meet their property management needs Monitor account performance and provide detailed reports and updates to clients Oversee the management of work orders, ensuring timely and accurate completion of tasks Coordinate with maintenance teams, contractors, and vendors to ensure work orders are handled efficiently Implement systems and processes to track work order progress and ensure timely resolution of issue s Maintain accurate records of work orders and provide regular updates to clients and management. Communicated effectively with customers through various channels including phone calls, emails, and online chats. Conducted regular meetings with clients to discuss current projects, upcoming campaigns, and overall performance. Resolved issues quickly while keeping clients informed throughout the process. Managed a large portfolio of clients by providing timely updates on account status and service delivery. Responded promptly to customer complaints and requests to maintain a positive relationship. Analyzed customer data to identify areas of improvement in existing products or services offered by the company.