customer account specialist resume example with 16+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
:
Summary
I consider myself to be an extremely passionate, hard-working and intellectual member of Duke Energy Indiana, and Duke Energy Corporation. I have always felt compelled to lead by example, and offer nothing less than "above expectation" results.
I have proven that I can accomplish anything, and overcome any obstacle placed in front of me, both professional and personally. As a woman I am proud to say I have recently built a home with my own hands, maintained a career, and a 30 year marriage, all of which continue to thrive at
I am prepared to demonstrate to myself, those of you before me as well as those that are not, that my experience, attitude, and especially my gratitude will far surpass that of a any degree, when given the opportunity.
Skills
Proficient in
Microsoft Office 2016, including Excel, Word, Publisher, PowerPoint, Outlook,
CMSI, CMS, Salesforce, Oracle, MyDuke (including EPO, and multiple Duke sharepoint sites.
Experience
Customer Account Specialist, 05/2016 to Current Amcor Plc – , ,
Actively manage large customer relationships, maintaining an exceptional level of trust and respect.
Followed '3 C's change methodologies 'Communicate, Collaborate, Commit' through roll out of billing system and multiple other necessary changes to influence success within LAM.
Report outages, and maintain contact with customers to update outage situation.
Run multiple reports based on revenue/load/peak demand data.
Establish contact between necessary groups for customer to potentially grow their business..
Tracked financial data to determine effectiveness of different marketing and account management strategies.
Coordinated with customer managers to develop and execute business plans.
Used CRM database to track referral and appointment data.
Resolved customer concerns regarding costs and usage.
Cultivated strong professional relationships with suppliers and key stakeholders to drive long-term partnerships.
Developed relationships with tier three customers as a pilot program,
Identified customers' needs to recommend specific features.
Delivered exceptional end-to-order service by providing cohesive customer experience.
Built strong relationships with accounts by focusing on exceptional communication.
Maintained accurate customer account information and databases.
Followed up on communication with accounts to maintain customer engagement.
Received, prioritized and responded to multiple points of customer communication.
Established customer rapport to quickly mitigate problems while complying with established support processes and procedures.
Handled spirited customer conversations and alleviated disputes using appropriate communication skills and conflict resolution techniques.
Coordinated efforts with appropriate departments and personnel to promote customer satisfaction.
Recommended and implemented solutions based on issue analysis and business implications.
Reviewed financial status and evaluated discrepancies by assessing account information and activities.
Developed stakeholder communications and training in support of process implementation.
Followed 3 C's change methodologies (Communicate, Collaborate, Commit); through roll out of billing system and multiple other necessary changes.
Team Lead, 09/2014 to Current Gopuff – , ,
Manage 20+ base call group team members through 1 on 1 meetings, statistical review, call quality evaluation, and goal oriented processes
Manage Your Fixed Bill Program through reporting and account monitoring processes
Organize appropriate appreciation techniques and awards and recognition
Evaluate call quality to identify training and/or coaching needs
Research weekly and monthly reports to evaluate team productivity.
Delegated daily tasks to team members to optimize group productivity.
Monitored team progress and enforced deadlines.
Collaborated with management team to implement new work procedures or policies.
Fostered positive employee relationships through communication, training and development coaching.
Documented production levels and materials used to keep management informed.
Created and distributed monthly, quarterly and annual reports to management regarding performance.
Customer Service Representative, 01/2010 to 09/2014 Crane Co. – , ,
Working directly with customers, handling billing inquiries, service orders, trouble calls and related
matters by telephone and/or by mail
Entering and verifying data pertaining to the customer’s accounts to
the customer service system
Coordinating and prioritizing the scheduling of work relating to external customer needs such as:
special requests, trouble calls, temporary electric service, and other service orders
Manage calls and emails daily to actively maintain good customer service.
Realtor, 12/2005 to 12/2008 Windermere Real Estate – , WA,
Represented buyers and sellers in real estate transactions
Organized self-promotion materials for planning and distribution
Researched local property values virtually as well through relationships with to create selling price points for homes/land
Explored property listings to find potential clients desired home
Evaluated chosen properties for selected showings
Negotiated transactions on behalf of buyers and sellers
Attended closings with client to ensure a smooth transaction.
Managed real estate transactions from initiation to closing.
Prepared forms needed for real estate transactions, contracts, deeds, closing statements and leases.
Represented buyers and sellers in major real estate transactions.
Scheduled home viewings with potential buyers.
Researched and determined competitive market price.
Facilitated closing process on behalf of clients and reviewed parts of contracts to resolve issues prior to closing.
Communicated with inspectors, lenders and pest control companies to maintain purchase agreement terms.
Accompanied buyers during property inspections.
Executed marketing efforts via cold calling, postcard mailings and door knocking,
Grew client base by acquiring new customers and identifying needs to deliver relevant real estate investments.
Promoted sales through advertising, open houses and Multiple Listing Services.
Maintained current and accurate CRM database of prospective customers.
Promoted properties via advertisements, open houses and multiple listing services.
Education and Training
High School Diploma: Business, Expected in 01/1992 to Mooresville High School - Mooresville, IN GPA: President of Business Professionals of America
: Business Management, Expected in to Indiana Wesleyan University - , GPA:
Activities and Honors
Board Member for United Way/ Duke Energy Indiana since 2016 - assisting in successful fund raising for the local communities.
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