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Skills

  • Program equipment
  • Compliance with industry regulations
  • Customer service
  • Stakeholder collaboration
  • First Aid/CPR
  • Business operations
  • Team management
  • Client Retention Strategies
  • Communications
  • Customer relationship management (CRM) sync

Work Experiences

  • Aligned customer accounts in several months.
  • Analyzed feedback from 5 customer reviews to improve account correction processes, ultimately shortening resolution times by 25%.
  • Contributed to 63% improvement in overall team metrics.
  • Organized and prepared system reports for submission to Account Maintenance Specialists using procedure and program data.
  • Contributed to identifying at-risk clients.
  • Communicated clearly to address account discrepancies.
  • Created an improved workflow for servicing multiple accounts.
  • Consolidated account data for 3+ clients during a merger, ensuring continuity and accuracy throughout the process and resulting in 14 error-free integrations.
  • Corrected billing adjustments worth $8.
  • Collaborated with compliance teams.

Summaries

  • Personable Account Maintenance Specialist with a track record of increasing workplace communication and coordination effectiveness.
  • Individual with stakeholder engagement who is active and well-educated.
  • Capable Account Maintenance Specialist with 9 years of program office support experience.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved a 36% reduction in account maintenance time.
  • Accomplished Account Maintenance Specialist.
  • Achieved a 84% reduction in human error.
  • Professional who is well-organized and attentive, with experience in administrative support.
  • Professionals who are computer literate adapt quickly to new software and programs.
  • Achieved 38% fewer manual errors.

Accomplishments

  • Collaborated with stakeholders including sales to improve communication and proactively manage account discrepancies, boosting client retention by 23%
  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Identified and resolved data inconsistencies within the client portfolio of 5 customers, lowering compliance risks and minimizing processing times by 17%
  • Managed end-to-end account lifecycle for clients in Miscellaneous, reducing losses due to account mismanagement by 46%.
  • Executed a plan to migrate legacy customer accounts onto a new platform, ensuring a seamless transition for over 6 clients and minimizing disruption.
  • Reduced client onboarding time by 5 days through implementation of automated tracking systems.
  • Designed and implemented an account monitoring tool that reduced data processing errors by 60%, boosting operational accuracy.
  • Worked with clients to proactively adjust account settings, resulting in a 79% increase in customer satisfaction and reduced account churn.
  • Documented and resolved procedure which led to process.

Affiliations

  • American Association of Account Managers (AAAM)
  • Client Success Leadership Network (CSLN)
  • Customer Experience Professionals Association (CXPA)
  • National Management Association (NMA)
  • Rotary International
  • National Society of Leadership and Success (NSLS)
  • Institute for Management Accountants (IMA)
  • Jaycees
  • Association of Account Management Professionals (AAMP)
  • American Society of Safety Professionals

Certifications

  • Financial Modeling & Valuation Analyst (FMVA)
  • Certified Management Accountant (CMA)
  • Service Cloud Consultant Certification – Salesforce
  • Microsoft Certified Systems Engineer (MCSE)
  • SQL Database Administrator Certification
  • Google Certified Professional Cloud Architect
  • Certified Fraud Examiner (CFE)
  • Certified Payment Analytics Professional (CPAP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Financial Risk Manager (FRM)

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