1. Michelle O’Neal
Greater Atlanta Area Mobile: (770) 862-2781
Michelle.ONeal246@gmail.com
LinkedIn - Michelle O'Neal
@Michelle_ONeal_
Account Management – Project Support – Client Services
I’m a highly energetic Client Services and Account Manager with proven ability to analyze and evaluate needs
of B2B customers while focusing on software solutions and account maintenance. Professionally focused on
meeting the needs of my clients with the ability to solve analytical and technical problems while offering the
highest level of customer satisfaction.
● Client Relations
● Account Management
● Analytical Reports Training
● Customer Engagement
● Business Process Improvement
● Software Training
● Business Development
● Project Management
● Campaign Management and Tracking
● Strong Communication and Listening Skills
● Project Management
● Problem Solving and Organizational Skills
● Organic Growth
● Cross-Functional Collaboration and Teamwork
● Business Process Implementation
● PCI and SSAE 16 adherence
● Identify Customer Requirements and Opportunities
● E Learning
PROFESSIONAL EXPERIENCE
Client Services | Account Manager at Breakaway Loyalty January 2016 - present
• Served as primary point of contact to senior management and C-Level decision makers -
provided ongoing relationship development by delivering proactive/reactive service solutions.
• Assisted with business opportunities, including identification of organic growth within existing client
base, development of proposals (including estimated budgets), and development of presentations
aiding sales when appropriate. Manage Contract Renewals and SLA’s.
• Utilized Website tracking and Google Analytics reporting.
• Investigated client needs on a daily basis and expedited solutions (i.e. custom trainings, development
changes, client support prioritizations).
• “Trusted consultant and advisor” to the client by learning and analyzing the client’s business and then
offering best practices to encourage the development and growth of the financial institutions credit card
program. I suggested ways to increase card base and account holder involvement with the use of
program analytics and campaigns.
• Represented the company at client on-site meetings for client presentations and yearly updates.
• Implemented client initiatives that include brand development, website modifications, updates and
project implementations, strategy development, and marketing campaigns from inception to completion.
• Strong project management skills through the use of project logs & status dashboards.
• Collaborated with Project Team and IT to identify and implement new solutions to complex
technical/business issues.
• Effectively managed SOW | DRF’s and provided status updates to clients. Able to communicate
effectively to the client on deadlines and project statuses.
Software Knowledge Skills
• Jira, You Track and
Zen Desk Ticketing
• Camtasia and Prezi • Microsoft Outlook
• Salesforce • Skype • Microsoft Word
• Pardot • GoToMeeting | WEBEX • Microsoft PowerPoint
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3. Applications Support Manager at FMSI, Inc. October 2013 – August 2015
• Coached customers to strategize organization decision opportunities to ensure their actions with the
FMSI products addresses their pain points and result in the expected accountability and performance
efforts for their end users.
• Create organic growth by suggesting products and services.
• Primarily focused on account maintenance and support with an emphasis on delivering outstanding
service to business users to include on boarding of new clients, issue resolution, product knowledge.
• Managed projects and provided support for developers and client relations teams with contract
renewals, upgrades and conversions. Familiar with SQL.
• Developed the formal Support Desk department to assist the client relations department utilizing the
tracking software Zen Desk, for issue resolution along with the development of a self-service help site
for end users.
• Acted as business analyst to gather customer business requirements for product development.
• Contributed individually as well as collaborating in cross-functional teams to translate customer needs
and requirements into application solutions. I.e., Product Managers, Developers, Production departments.
• Investigating and | or resolving application errors, data discrepancies and bugs.
• Creation of documentation for the end user to include release, best use and troubleshooting
documentation.
• Worked with historical transaction data and spreadsheets from financial institutions which impact the
needs of the stakeholder.
• Team Player, energetic and responsible, capable of making decisions and recommendations in the
best interest of both the company and in turn the client.
CEO at Drapery And Design December 1998 – October 2013
Founded small business known as Drapery and Design. New business startup increasing profits by 20% year
over year to include design and drapery workroom studio. Well-respected business within the North Atlanta
community and local design industry. Developed and managed companies Facebook social media site.
Marketing Coordinator at The Jacobs Agency January 1996 – December 1998
Public Relations | Agency Vogel. Led campaign initiatives from creative concept to project roll out. Managed
project logistics. Skilled in project management, negotiations, event planning, public relations, client services.
Education
Bachelor of Science (BS) Marketing – College of Commerce and Business Administration
Jacksonville State University
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