Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Emily Cox

Stafford,VA

Summary

Customer-focused operations leader with 10+ years' experience driving growth, client retention, and process improvement across SaaS and service-based industries. Proven track record in B2B customer account management, team leadership, and strategic planning. Skilled in cross-functional collaboration, Salesforce CRM, and data-driven decision-making. Recognized for elevating customer experience, delivering measurable impact, and leading transformative change.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Sales Account Manager

CARFAX
04.2022 - Current
  • Results-oriented B2B sales professional managing SaaS accounts and supporting business transformation initiatives for financial clients. Specializing in relationship-building, upselling, and strategic account growth for financial institutions and extended warranty providers. Adept at using CARFAX tools and data to improve client outcomes while maximizing satisfaction and retention.
  • Key Accomplishments & Responsibilities:
  • - Manage a portfolio of financial institutions and warranty provider accounts through phone, email, and webinars to drive revenue growth
  • - Successfully upsell new CARFAX products, increasing product adoption and usage
  • - Build and maintain trusted advisor relationships with key stakeholders, contributing to high customer satisfaction and long-term retention
  • - Consistently meet or exceed sales targets while navigating a fast-paced, hybrid work environment
  • - Leverage CRM tools like Salesforce to track communications and pipeline performance
  • - Recognized for strong time management, problem-solving, and communication skills
  • - Partner cross-functionally to drive adoption, resolve escalations, and lead change management
  • - Support CARFAX's mission of helping millions of consumers make informed decisions with trusted vehicle data

Branch Manager

Enterprise Rent-A-Car
07.2015 - 04.2022
  • Results-driven Manager with strong background in sales, planning and allocation of staffing. Committed to exceptional customer service for both self and my team. Use of strong communication and interpersonal skills to build and enhance relationships.
  • Accomplishments:
  • - Developed highly effective sales culture, increasing location sales by 8%
  • - Grew size of fleet by 18%
  • - Increased revenue by 17.5%
  • - Increased Operating Profit by 118%
  • - Decreased operating expenses by 4.2%
  • - Developed strategies improving customer service score by 18 percentage points within two months
  • - Consistently earned Top 10% ranking in corporate sales and customer service metrics
  • - Trained and promoted employees into management roles
  • - Multiple Diamond Club award recipient (top 15% of Branch Managers)
  • Role:
  • - Led team of 8 employees; managed fleet of 175 cars
  • - Maintained and grew corporate account relationships
  • - Consistently in top 10% for upselling optional protection products
  • - Managed branch budgets, billing, and all accounts receivable activities
  • - Trained staff on policies and underwriting procedures
  • - Oversaw daily branch operations, scheduling, and performance
  • Assistant Branch Manager – Fleet & Client Operations
  • - Managed fleet of 210 cars, overseeing maintenance and logistics
  • - Ranked in top 10% for upselling, contributing to branch success
  • - Led a team of 10; mentored multiple employees to promotions
  • Management Trainee
  • - Graduated top half of program in sales and customer service
  • - Built relationships with corporate accounts
  • - Attended MVP events for high sales and service ratings
  • - Passed final exams with 98% score

Certified Corporate Trainer – Onboarding & Service Excellence

Buffalo Wild Wings
01.2012 - 01.2015
  • - Trained new and current staff on safety, service, and promotions
  • - Conducted employee evaluations and ensured service quality
  • Sales – Lead Server and Bartender
  • - Managed customer experience across dining areas
  • - Drove upsell of food and beverage products
  • - Regularly placed at top of internal sales contests
  • - Performed closing and cash handling duties

Education

Bachelor of Science - Liberal Studies, English

Longwood University
Farmville, VA
01.2014

Skills

  • Customer Service
  • Revenue Growth
  • CRM proficiency
  • Territory management
  • Business growth and retention
  • Revenue generation
  • Detail-oriented data analysis
  • Account servicing
  • Complaint resolution
  • B2B sales
  • Client onboarding and training
  • Strong interpersonal skills
  • Upselling and consultative selling
  • Account management
  • Sales operations

Certification

  • Certifications:
  • - Certified Nursing Assistant
  • - CPR and AED Certified

Timeline

Sales Account Manager

CARFAX
04.2022 - Current

Branch Manager

Enterprise Rent-A-Car
07.2015 - 04.2022

Certified Corporate Trainer – Onboarding & Service Excellence

Buffalo Wild Wings
01.2012 - 01.2015

Bachelor of Science - Liberal Studies, English

Longwood University

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Emily Cox