STEPHANIE POLIAKOFF

4988 Charlton Lane * Charlotte, NC 28210 * (704) 280-3405 * sp5bb00a@westpost.ne

t
STRATEGIC/NATIONAL ACCOUNT MANAGEMENT EXECUTIVE
Over 10 years of progressive experience in forging long-term client relationship
s, retaining national accounts, and driving revenue and profit margin improvemen
ts.
Collaborative, self-directed professional with solid history of championing corp
orate objectives, while delivering excellent customer service. Recognized for ex
emplary work ethic, commitment to sharing knowledge, and track record of deliver
ing consistent high quality work products ahead of schedule. Assertive and appro
achable leader skilled in developing and empowering staff. Available for domesti
c and international relocation and travel.
* At PlayNetwork, achieved and maintained 0% churn for national account base and
successfully recontracted all accounts at term.
* Saved business with multiple high profile accounts retaining thousands of doll
ars in recurring monthly revenue as Client Relations Operations Manager for Muza
k.
* Managed $10M in annual recurring revenue with 0% churn as Muzak's National Acc
ounts Manager.
CORE COMPETENCIES
Account Management * Client Acquisition & Retention * Strategic Selling * Client
Relationship Management
Escalated Problem Solving * Cross-functional Collaborations * Team Leadership *
Staff Management
PROFESSIONAL EXPERIENCE
Agility Recovery Solutions * Charlotte, NC 08/09 - Present
Industry leader in Disaster Recovery and Business Continuity for small to medium
size businesses. 60 employees and $35M in annual revenue.
Director, Strategic Partner Development * 08/09 - Present
Selected to create, establish and launch program to support existing strategic p
artner relationships in order to create revenue growth through reseller opportun
ities. Develop relationships with key business partners to retain existing clien
t base and support growth of new clients through reseller opportunities by train
ing sales staff, conducting webinars, face to face trainings and accompanying sa
les on prospecting appointments to train on the Agility offering.
Notable Accomplishments:
* Conducted on site training sessions with multiple reselling partners across th
e United States creating an expanded reseller sales staff and multiple large mon
thly recurring contracts.
* Assigned to manage top tier white label partners including IBM US and Canada,
HP and additional key relationships that equate to over $2M in annual revenue.
PlayNetwork * Redmond, WA 11/06 - 08/09
Leading global provider of creative and customized media solutions and end-to-en
d services for branded music, messaging, video media programs, entertainment med
ia, and systems integration services with 120 employees and $55M in annual reven
ue.
Director, Music & Messaging Services * 03/08 - Present
Promoted to create, establish, and manage internal in-store and on-hold messagin
g department. Develop and institute department processes and procedures, secure
copywriting and messaging vendors, and interface with sales, account management,
 and resellers to support new product offering. Create and facilitate product tr
aining webinars for internal/external users and VARs.
Notable Accomplishments:
* Enabled company to contract such key clients as Hilton Hotels and Savers/Value
Village and add $50K+ in monthly recurring revenue and over $10K in one-time bi
lling per month by launching in-store and on-hold messaging department with viab
le product offering via sourcing of messaging production houses for high-end and
middle range in-store and on-hold messaging needs.
* Played key role in launching Serenade Webtool to Value Added Reseller communit
y and adding 250 new locations of recurring revenue in first quarter by rolling
out beta version and training 150+ VARs on tool in 2 months.
* Turned around Serenade product launch to meet established timeline by engaging
team of eight VPs to build processes and procedures based on list of requiremen
ts from marketing, sales, account management, senior management, and VAR groups.
* Maximized profitability by building mutually beneficial vendor relationships a
nd securing optimal pricing.
Strategic Account Manager * 01/07 - 02/08
Appointed to manage existing base of 35 national accounts with $3M in annual rec
urring revenue, while initiating relationships with key business contacts to cul
tivate life-long customers. Resolved escalated client issues and high-level inqu
iries. Visited client sites to upsell/renew contracts and strengthen business re
lationships. Managed post-sales contract fulfillment and roll-out.
Notable Accomplishment:
* Achieved 100% customer retention and contract renewal, while maintaining exist
ing fees and increasing revenue by selling additional services and effectively m
anaging client relationships.
*
Special Projects Consultant * 11/06 - 01/07
Selected to review all core business practices/procedures and recommend improvem
ents to streamline operations, reduce duplicate efforts, increase productivity,
and decrease expenses. Obtained baseline of current procedures and practices by
interviewing over half of company's employee population. Created flowcharts, def
ined responsibilities by position, and prepared training documentation. Delivere
d presentation to CFO and senior management team.
Notable Accomplishment:
* Defined, recommended, and won senior management approval for multiple business
process improvements designed to streamline customer service operations. Compan
y added headcount to implement and manage these improvements.
Muzak * Fort Mill, SC 05/00 - 11/06
Leading provider of music programs, custom music, and on-hold messaging, as well
as sound system, digital signage, drive-thru system, and commercial television
design and installation, with 350K business customers, 1K employees, and $250M i
n annual revenue.
Client Relations Operations Manager * 12/05 - 11/06
Named assistant to Chief Operating Officer, to liaise between regional field sen
ior managers and senior headquarters management. Collaborated with Regional VPs
to train 40-member client relations staff. Coordinated and hosted National Clien
t Relations Conferences in Fort Mill offices.
Notable Accomplishments:
* Saved several local accounts contributing to company's total $250M annual reve
nue by traveling to field offices nationwide and training client relations manag
ers and staff on large account interactions, process mapping, and business proce
ss improvements.
* Ensured accurate financial reporting through extensive use of corporate applic
ation systems.
National Accounts Manager * 12/04 - 12/05
Promoted to manage $10M in annual recurring revenue from 80 national accounts. N
egotiated contract renewals and add-ons for sound systems, on-hold, and in-store
voice messaging, as well as music services.
Notable Accomplishments:
* Optimized account management by implementing procedures to review financial pe
rformance and client history.
* Maintained client satisfaction by rapidly resolving client issues through inte
rnal coordination organization-wide.
Business Systems Project Specialist * 01/04 - 12/04
Selected to manage proprietary database used for financial and performance track
ing company-wide.
Notable Accomplishment:
* Enhanced client service across entire organization by training home office and
field staff on newly implemented software applications.

National Accounts/Data Supervisor * 01/03 - 01/04

Promoted rapidly through four positions in less than three years to lead team of
National Accounts and Data Specialists to ensure management to accounts receiva
bles.
Notable Accomplishments:
* Delivered support to entire national account base by building data department
via hiring, training, mentoring, and management of all data specialists.
* Streamlined workflow and increased productivity by creating and implementing n
ew procedures.
Additional Experience:
Store Manager with Hot Topic in Concord, NC
Executive Assistant to President with Attorney's Software Inc. in Marina Del Ray
, CA
Purchasing Manager & Office Manager with WCS in Marina Del Ray, CA
EDUCATION & VOLUNTEERISM
East Carolina University * Greenville, NC * Three Years of Liberal Arts Studies
Hands On Charlotte * Pet Adoption * ESL Mentor