Mark Melby
Plainfield
Summary
Dynamic Senior Account Manager with a proven track record in client retention, project coordination, and strategic planning. Recognized for enhancing customer satisfaction and loyalty through effective customer care management.
Overview
11
11
years of professional experience
Work History
Senior Account Manager
Christian Brothers Services
Romeoville
02.2025 - Current
- Manages client accounts and maintains strong relationships with brokers and administrators.
- Coordinates project timelines and ensures the timely delivery of rate renewal.
- Develops account strategies to meet client needs effectively.
- Conducts regular reviews of client accounts to identify opportunities for improvement.
- Resolves client issues in a timely manner while maintaining excellent customer service standards.
- Oversees multiple accounts and works diligently to meet and exceed performance goals.
- Manages key account relationships, ensuring customer loyalty and retention.
- Identifies opportunities for up-selling products and services to existing customers.
- Acts as main point of contact in matters relating to client concerns and needs.
Manager of Membership Services
Christian Brothers Services
Romeoville
03.2018 - 02.2025
- Managed communication channels for member inquiries and support requests.
- Oversaw the membership billing system, ensuring accurate member records and information, totaling 30 million dollars monthly.
- Trained my 30 staff members on best practices for member service and customer care.
- Collaborated with leadership to align membership services with organizational goals.
- Identified areas of improvement within Membership Services and developed plans for corrective action.
- Worked closely with other departments to ensure seamless service delivery.
Supervisor Billing and Eligibility
Christian Brothers Services
Romeoville
02.2015 - 02.2018
- Supervised daily operations to ensure service quality and efficiency.
- Trained new team members on policies and procedures.
- Coordinated schedules to optimize staff coverage and productivity.
- Conducted performance evaluations to assess team effectiveness.
- Resolved customer inquiries and concerns promptly and professionally.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Directed and supervised team of 8 employees in daily operations.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
Education
Bachelor of Science - Human Resource Management
Oakland City University
Oakland City, IN03-2003
Skills
- Account management
- Project coordination
- Strategy development
- Customer retention
- Cross-selling strategies
- Customer relationship management
Timeline
Senior Account Manager
Christian Brothers Services
02.2025 - Current
Manager of Membership Services
Christian Brothers Services
03.2018 - 02.2025
Supervisor Billing and Eligibility
Christian Brothers Services
02.2015 - 02.2018
Bachelor of Science - Human Resource Management
Oakland City University