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Account Manager Resume Example

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JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary
Customer Service Manager and Sales Manager with more than 13 years of experience with customer service, sales and leadership.
Experienced in hiring training, coaching and development of processes of Call Center and Sales Representatives.
Skills
  • Talented client relations manager
  • Skilled in call center operations
  • Exceptional workflow management
  • Adheres to customer service procedures
  • Strong problem solving aptitude
  • Persuasive speaker
  • Customer service award
  • Strong interpersonal skills
  • Budget development
  • Effective leader
  • Employee scheduling
  • Consistently meet goals
  • Efficient multi-tasker
  • Project management
  • Conflict resolution
  • Deadline-oriented
  • Proficiency with CRM systems
  • Account development
  • Highly competitive
  • Researched sales leads
Work History
03/2014 to 06/2014 Account Manager Stericycle | Sharon, MA,
  • Worked Credit Card Accounts in 90 plus days of delinquency.
  • Collected Total Due and negotiate to move buckets of delinquency if unable to pay total due.
  • Interview Customers to find out reason for default if temporary or long term in or to determine in payment programs may be only solution.
  • Review credit reports Skip tracing to locate customers Educate customer on how delinquency will effect credit and ways able to help restore.
  • Handled complaints Follow all FDCPA and UDAP compliance.
  • Received number one for the month with 100% customer satisfaction survey first month.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Answered a constant flow of customer calls with up to [number] calls in queue per minute.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
07/2009 to 03/2014 Collection Manager Stinger Ghaffarian Technologies | Mountain View, CA,
  • Worked as third party collector on payday loans and credit card debts.
  • Set record for dollars collected in one month period by the third month of employment record has still not been broken.
  • Skip tracing to locate customers.
  • Set up repos and collected on deficiency balance.
  • Also helped client's sell merchandise to area dealers on titled merchandise to avoid repo and auction fees.
  • Promoted to Manager after six months.
  • Responsible for team of fifteen to forty people, helping each person to hit goals set by company.
  • Taught staff to use sales techniques such as negotiations and listening techniques, to overcome customer's objections to increase closing percentages and profit while avoiding customer complaints.
  • Helped write and create company training manual and classes.
  • Opened a new branch with Vice President in 2011.
  • Worked as Prime Credit Card Collector, Collecting as third party on credit card debt 30-120 days after charge off.
  • Helped train new employees for new branch.
  • Created new scripts to help overcome objections with constantly different and evolving debt.
  • Returned to corporate office and ran two teams with more than forty employees.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Defused volatile customer situations calmly and courteously.
  • Mastery of customer service management systems and databases.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Prepared reports and communication for senior management and clients.
  • Initiated operations improvements to improve overall call center productivity.
  • Provided incentive to increase productivity by offering employees awards for best customer service.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
06/2007 to 05/2009 Collection Account Manager Department Of The Navy | Lemoore, CA,
  • Assist customer in resolving seriously delinquent accounts.
  • Educate customer in understanding options and contracts.
  • Top ranked performer.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Answered a constant flow of customer calls with up to [number] calls in queue per minute.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Managed high call volume with tact and professionalism.
01/2007 to 05/2007 Manager American Heart Association | Charleston, SC,
  • Assisted General Manager and Owners in understanding how to increase sales and profitability in order to obtain maximum potential of sales department.
  • Taught Sales staff how to overcome customer objections and build customer rapport and customer loyalty to increase sales volume and repeat customers.
  • Restructured budgets and worked closely with Venders to decrease cost and increase quality.
  • Supervised a sales force of 15 sales associates.
  • Supported the sales team in writing proposals and closing contracts.
  • Developed a comprehensive training program for new sales associates.
01/2006 to 11/2006 Business Development Director American Heart Association | Glen Allen, VA,
  • Increased sales volume for multi-point store to over 200 units a month within first month.
  • Worked with sales staff to overcome customer objections.
  • Trained Sales Managers on how to effectively close more deals in less time to increase volume and profitability.
03/2001 to 01/2006 Business Development Director Planet Organization | City, STATE,
  • Increased sales volume from newly acquired store in Nevada from approximately 40 units a month to over 350 units a month within a ten month period.
  • Assisted General Manager from previous store in hiring and training staff for new location.
  • Instrumental in assisting new store in Arizona to becoming number one store for the State for Sales Volume and CSI.
  • Recognized by Hyundai Motor America within first month as Top Hyundai dealer sales first month and was able to maintain those numbers until store was sold.
  • Trained Sales staff on overcoming customer objections and steps to build loyalty.
  • Assisted with closing deals and assist with deal structure.
  • Trained Customer Service Department on handling customer concerns to maintain CSI score.
Education
Expected in 1985 High School Diploma | Washburn Rural High School, 5900 SW 61st St, Topeka, KS 66619 GPA:
Skills
balance, budgets, closing, contracts, Credit, client, customer satisfaction, Customer Service, General Manager, hiring, Team leader, listening, office, Negotiations, Prime, profit, quality, rapport, Sales, Self-starter, scripts, Excellent phone skills

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Resume Strength

  • Formatting
  • Personalization
  • Strong Summary
  • Target Job

Resume Overview

School Attended
  • Washburn Rural High School
Job Titles Held:
  • Account Manager
  • Collection Manager
  • Collection Account Manager
  • Manager
  • Business Development Director
  • Business Development Director
Degrees
  • High School Diploma

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