manager service account management resume example with 15+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Industrious and enthusiastic management professional offering excellent service driven experience. Proven to consistently meet productivity, business and customer service objectives. Skillfully working with all employees to enhance performance and improve day-to-day processes. Diplomatic in resolving internal and customer issues to maximize satisfaction.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Ready to offer exceptional leadership and planning abilities to take on new role in. Demonstrated expertise in cultivating and managing exceptional teams capable of meeting and exceeding demanding targets. Well-versed in service industry standards and market trends.

Adept individual with more than ten years working as a leader in a fortune five, revenue-generating business. Determined and experienced in mentoring and challenging team members to meet and exceed company goals.

  • Negotiation
  • Business development
  • Strategic planning
  • Financial management
  • Verbal and written communication
  • Project management
  • Staff management
  • Operations management
  • Budgeting
  • Quick learner
  • Positive and friendly
  • Employee relations
  • Goal-oriented
  • Natural leader
  • Claims analysis
  • Active listening skills
  • Call center transactions
  • Taleo, Sharepoint, Outlook, ICD-9, Medical Claims
  • Multi-line phone talent
  • Skilled problem solver
  • Exceptional time management skills
  • Motivated team player
  • Medical terminology knowledge
  • Team building expertise
  • People-oriented
  • Computer literate
  • Detail-oriented
  • Customer expectations management
  • Personable
  • Planning and organization
  • Client relations strength
  • MS Office Suite
  • Customer-oriented
  • Training development aptitude
  • Strong interpersonal skills
  • Medicare and Medicaid eligibility
  • Pharmacy Member Services expert
Work History
Pharmacy Service Advocate, 07/2021 - 07/2022
Stripe New York, ,

  • Greeted each customer and solved all issues and complaints through email or on phone.
  • Processed incoming drug orders by checking deliveries against paperwork and updating computer system.
  • Worked effectively with fellow team members to coordinate effective solutions to any question or concern.Provided consultations and answered inquiries from patients, healthcare professionals and physicians regarding drugs, potential side effects and specified use.
  • Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
  • Performed follow-up services for dissatisfied customers.
  • Established and maintained patient profiles, updating organizational database with current information
  • Developed and implemented training classes to educate team members and community residents.
Manager, Service Account Management, 05/2014 - 04/2019
Newell Brands Bridgeport, WV,
  • Led team of 12 direct reports managing over 150 employees. Prepared and recommended long-range plans for development of Service Account Management department.
  • Developed and maintained relationships with customers and suppliers through continual communication and updates.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Evaluated employees’ strengths and assigned tasks based upon experience and training.
  • Applied performance data to evaluate and improve operations, target to current business conditions and forecast needs.
  • Audited team performance and compliance with company and department standards.
  • Created and implemented aggressive action plans to address pressing cost control needs.
  • Increased customer retention and satisfaction by closely monitored team member performance and assessing problematic practices.
  • Collaborated with associates and developed relationships with different departments across agency.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Worked collaboratively with sales team to identify and target market opportunities.
Supervisor, Service Account Management, 04/2006 - 05/2014
UnitedHealth Group City, STATE,
  • Worked with sales leadership to resolve escalated problems, improve operations and provide exceptional customer service.
  • Supervised up to 65 employees in providing excellent customer service to the top grossing brokers and groups requiring assistance for all of their healthcare service issues.
  • Worked with sales leadership to understand requirements and provide exceptional service.
  • Researched emerging industry trends, new applications, concepts and procedures for clients to update current training curriculum.
  • Managed Major accounts by reviewing and mitigating discrepancies and collaborating with account holders.
  • Listened attentively to client feedback and worked with product development team to introduce revolutionary service to promote retention.
  • Liaised between account holders and various departments, communicating effectively to maintain customer satisfaction and uphold company protocols.
Service Account Manager, 09/2004 - 04/2006
UnitedHealth Group City, STATE,
  • Educated clients on new processes and updated account information to maintain high standards of client service.
  • Elevated account management by predicting potential competitive threats and outlining proactive solutions.
  • Liaised between account holders and various departments, communicating effectively to maintain customer satisfaction and uphold company protocols.
  • Oversaw new business development and customer servicing, including cold calling, networking, marketing, lead generation and account servicing.
  • Built and strengthened long-lasting client relationships based on accurate service and customer-centric terms.
  • Increased longevity of key and major and public accounts by providing individualized customer service and developing relationships with account holders.
Senior Customer Service Representative, 07/2003 - 09/2004
Company Name City, State,
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Leveraged consistent, successful strategies to meet and exceed performance goals.
  • Compiled customer feedback and recommended service delivery improvements to management.
  • Processed, scheduled and executed customer orders for new and established customers.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
High School Diploma: GED, Expected in 12/1992
Illinois Department Of Education - ,
Status -
Associate of Applied Science: Executive Accounting, Expected in 12/1997
Northwestern Business College - Hickory Hills, Illinois
Status -
Bachelor of Arts: Biblical Studies, Expected in 08/2011
Share A Prayer & Word Seminary - Minneapolis, Minnesota
Status -
Real Estate Certificate: Real Estate, Expected in 06/2019
Hogan School Of Real Estate - Tucson, Arizona
Status -

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Resume Overview

School Attended

  • Illinois Department Of Education
  • Northwestern Business College
  • Share A Prayer & Word Seminary
  • Hogan School Of Real Estate

Job Titles Held:

  • Pharmacy Service Advocate
  • Manager, Service Account Management
  • Supervisor, Service Account Management
  • Service Account Manager
  • Senior Customer Service Representative


  • High School Diploma
  • Associate of Applied Science
  • Bachelor of Arts
  • Real Estate Certificate

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