Livecareer-Resume
JC
Jessica Claire
, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary
Resourceful bilingual Senior Account Executive with over five years' experience serving as a liaison between large mortgage servicing clients and internal teams. Proficient at monitoring contractual requirements, transmitting client needs across diverse levels of the organization, providing guidance, and seizing new opportunities. Driven and adaptable with expertise in relationship management, process improvement, and communications.
Skills
  • Relationship Management
  • Project Management
  • Cross-team Collaboration
  • Approach
  • Consulting
  • Client
  • Clients
  • Databases
  • English
  • Leadership
  • Managing
  • Meetings
  • Mentoring
  • Messaging
  • Organizational
  • Project Management
  • Project plans
  • Quality
  • Quality assurance
  • Relationship Management
  • Research
  • Spanish
  • Strategic
  • Training materials
  • Translation
  • Troubleshoot
Work History
08/2017 to Current SR. ACCOUNT EXECUTIVE Vimeo Inc. | New York, NY,
  • Maintain information and client satisfaction for strategic, high-profile mortgage servicing accounts.
  • Liaise between clients and operational support team to resolve issues quickly and effectively.
  • Strengthen client relationships with proactive and collaborative approach to managing needs.
  • Adapt communications for diverse audiences in terms of style, messaging, and presentation.
  • Identify areas of improvement within servicing and/or additional services, and drive subsequent initiative projects through completion.
  • Communicate projects, product changes and relevant regulatory matters to client partners.
  • Thrive under strict deadlines to guide the successful implementation of urgent and often unplanned projects.
  • Facilitate meetings and communications between the client, internal departments, and additional third-party representatives, at diverse organizational levels.
  • Proactively manage client expectations for current and future business needs.
11/2015 to 08/2017 SR. CLIENT SERVICES RELATIONS MANAGER Trimedx | Anywhere, AL,
  • Work with mortgage clients to understand requirements and provide exceptional Mortgage Servicing.
  • Serve as a trusted point of contact for executive levels of leadership both internally and externally.
  • Determine and recommend methods to address improvement opportunities.
  • Coordinate with Operational, Project Management, and Account Executive teams in developing project plans for prioritized initiatives.
  • Increase client satisfaction through relentless pursuit of resolutions to any challenges arising, protecting company reputation and maintaining client loyalty.
  • Create and maintain detailed record of technical and procedural challenges.
  • Identify areas of opportunity within our new client/business line by conducting extensive research and root cause analysis into existing practices.
  • Coordinate communications between Training, Quality Assurance and Operations within our organization in order to develop strategies and projects designed to help us meet our goals despite the challenges presented by a young and rapidly growing client.
  • Facilitate meetings and communications between the client, various departments within our organization, and additional third-party representatives, at diverse organizational levels.
01/2014 to 11/2015 SR. QUALITY COORDINATOR Assurant | City, STATE,
  • Work with Operations and Training departments to resolve quality assurance challenges, improve operations and provide exceptional client service.
  • Perform detailed root cause analysis to identify process breaks that negatively affect the ability to meet goals, and make recommendations frequently implemented both internally and externally.
  • Act as a trusted point of contact for executive levels of leadership, both internally and externally, whenever urgent business needs arise.
  • Create and maintain a detailed record of technical and procedural challenges, used by senior leadership to help mitigate a variety of client issues.
  • Coordinate communications between Training, Quality Assurance and Operations within our organization in order to develop strategies and projects designed to help us meet our goals despite the challenges presented by a young and rapidly growing client.
  • Selected to support our organization's outsourcing initiative as a subject matter expert and project coordinator; to train our outsourcing partners; and to represent the organization by visiting our client's site and during their visits to ours.
  • Worked directly with the client to develop, write and publish over 150 procedures post-implementation as business needs changed.
  • Identified areas of opportunity by conducting extensive research and root cause analysis into business practices.
10/2012 to 01/2014 TEAM LEAD Assurant | City, STATE,
  • Aided in the initial establishment of procedures and training during the implementation of a large new mortgage servicing client.
  • Develop and track quality goals and appropriately communicate departmental achievements and areas of opportunity.
  • Troubleshoot and perform root cause analysis on procedural/quality trends, technical issues, as well as other implementation-related and BAU functions.
  • Conduct refresher courses and create training materials to assist in problematic areas of quality, system usage and procedures.
  • Conduct internal calibrations, and create and maintain databases to track findings and results.
  • Evaluate employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with performance opportunities.
Education
Expected in 04/2014 Masters Certificate Translation (English/Spanish) | Georgia State University, Atlanta, GA GPA:
Expected in Bachelor of Arts | Literature/Linguistics Western Michigan University, Kalamazoo, MI GPA:
Work History
08/2017 to Current SR. ACCOUNT EXECUTIVE Assurant | Atlanta, GA
  • Maintain information and client satisfaction for strategic, high-profile mortgage servicing accounts.
  • Liaise between clients and operational support team to resolve issues quickly and effectively.
  • Strengthen client relationships with proactive and collaborative approach to managing needs.
  • Adapt communications for diverse audiences in terms of style, messaging, and presentation.
  • Identify areas of improvement within servicing and/or additional services, and drive subsequent initiative projects through completion.
  • Communicate projects, product changes and relevant regulatory matters to client partners.
  • Thrive under strict deadlines to guide the successful implementation of urgent and often unplanned projects.
  • Facilitate meetings and communications between the client, internal departments, and additional third-party representatives, at diverse organizational levels.
  • Proactively manage client expectations for current and future business needs.
11/2015 to 08/2017 SR. CLIENT SERVICES RELATIONS MANAGER Assurant | Atlanta, GA
  • Work with mortgage clients to understand requirements and provide exceptional Mortgage Servicing.
  • Serve as a trusted point of contact for executive levels of leadership both internally and externally.
  • Determine and recommend methods to address improvement opportunities.
  • Coordinate with Operational, Project Management, and Account Executive teams in developing project plans for prioritized initiatives.
  • Increase client satisfaction through relentless pursuit of resolutions to any challenges arising, protecting company reputation and maintaining client loyalty.
  • Create and maintain detailed record of technical and procedural challenges.
  • Identify areas of opportunity within our new client/business line by conducting extensive research and root cause analysis into existing practices.
  • Coordinate communications between Training, Quality Assurance and Operations within our organization in order to develop strategies and projects designed to help us meet our goals despite the challenges presented by a young and rapidly growing client.
  • Facilitate meetings and communications between the client, various departments within our organization, and additional third-party representatives, at diverse organizational levels.
01/2014 to 11/2015 SR. QUALITY COORDINATOR Assurant | Atlanta, GA
  • Work with Operations and Training departments to resolve quality assurance challenges, improve operations and provide exceptional client service.
  • Perform detailed root cause analysis to identify process breaks that negatively affect the ability to meet goals, and make recommendations frequently implemented both internally and externally.
  • Act as a trusted point of contact for executive levels of leadership, both internally and externally, whenever urgent business needs arise.
  • Create and maintain a detailed record of technical and procedural challenges, used by senior leadership to help mitigate a variety of client issues.
  • Coordinate communications between Training, Quality Assurance and Operations within our organization in order to develop strategies and projects designed to help us meet our goals despite the challenges presented by a young and rapidly growing client.
  • Selected to support our organization's outsourcing initiative as a subject matter expert and project coordinator; to train our outsourcing partners; and to represent the organization by visiting our client's site and during their visits to ours.
  • Worked directly with the client to develop, write and publish over 150 procedures post-implementation as business needs changed.
  • Identified areas of opportunity by conducting extensive research and root cause analysis into business practices.
10/2012 to 01/2014 TEAM LEAD Assurant | Atlanta, GA
  • Aided in the initial establishment of procedures and training during the implementation of a large new mortgage servicing client.
  • Develop and track quality goals and appropriately communicate departmental achievements and areas of opportunity.
  • Troubleshoot and perform root cause analysis on procedural/quality trends, technical issues, as well as other implementation-related and BAU functions.
  • Conduct refresher courses and create training materials to assist in problematic areas of quality, system usage and procedures.
  • Conduct internal calibrations, and create and maintain databases to track findings and results.
  • Evaluate employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with performance opportunities.
Languages
  • Bilingual Communication (Spanish/English)
  • Consulting
  • Skills
  • Approach, Consulting, client, clients, databases, English, leadership, managing, meetings, mentoring, messaging, organizational, Project Management, project plans, quality, quality assurance, Relationship Management, research, Spanish, strategic, training materials, Translation, Troubleshoot
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    Resume Overview

    School Attended

    • Georgia State University
    • Western Michigan University

    Job Titles Held:

    • SR. ACCOUNT EXECUTIVE
    • SR. CLIENT SERVICES RELATIONS MANAGER
    • SR. QUALITY COORDINATOR
    • TEAM LEAD

    Degrees

    • Masters Certificate Translation (English/Spanish)
    • Bachelor of Arts

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