Manager Customer Service

Jocelyn Kinnaman

Email: *********@********.***

Address: * ****** ******

City: San Francisco

State: CA

Zip: 94131

Country: USA

Phone: 415-***-****

Skill Level: Experienced

Salary Range: $55,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

JOCELYN KINNAMAN

7 Surrey Street ~ San Francisco, CA 94131

*********@********.*** ~ 415-***-****

CLIENT/ACCOUNT MANAGER

Extremely motivated Marketing professional with exceptional organizational and client management skills gained in the financial services, global technology and healthcare industry. Demonstrate the ability to streamline operations, increase productivity and company profit. Proven aptitude to manage key account relationships, execute marketing campaigns and large scale projects. Proficient in Microsoft Suite: Word, Excel, PowerPoint, and Publisher.

CORE STRENGTHS

* Relationship Building Excellent Presentation Skills

* Strategic Planning Skills Project Management & Negotiation

* Marketing & Account Development Client Service & Research

PROFESSIONAL EXPERIENCE

ESSENTIAL CONSULTING, San Francisco, CA June 2005 to Present

Account Manager

Manage key accounts with high-revenue corporate clients in the healthcare market. Work closely with healthcare partners to identify new business opportunities and routinely participate in the sales process. Develop and direct all creative projects including all business contracts and client interactions.

Accomplishments:

* Successfully produce marketing collateral and re-design client presentation materials.

* Increase client satisfaction by 40% by generating customer service surveys and questionnaires.

* Create educational materials and proposals for over 10 healthcare facilities.

* Plan and execute marketing programs, producing five times target number of qualified leads.

VISA USA, Foster City, CA Sept. 2000 - May 2004

Senior Account Membership Manager

Personally managed top tier member financial institutions and all membership related issues pertaining to contracts and licensing. Analyzed financial documentation in conjunction with internal departments, risk and account management. Collaborated with other Visa departments to negotiate contracts for new business and resolve conversion issues.

Accomplishments:

* Created and delivered over 15 membership presentations to member institutions, third party processors and Board Members.

* Developed strategies that improved productivity 30%; streamlined the application and eliminated redundant processes.

* Redesigned various educational marketing materials and membership PowerPoint presentations for client meetings and conferences.

* Led a cross-functional team with collaboration from sales, IT, and implementations to ensure smooth transition of an $80 Million conversion from MasterCard, Wells Fargo Bank`s debit card program.

* Promoted twice within the Membership department. Received Star Awards for -Improved Service

Quality-.

VISA USA, Foster City, CA July 1997- Sept 2000

Franchise Membership Analyst

Provided exceptional account management to member banks, processors, internal, and external contacts regarding membership and licensing. Researched franchise activities relating to business changes such as mergers, portfolio sales, government closures and membership license processing for financial institutions.

Accomplishments:

* Managed projects and served as primary liaison between client and multiple internal groups to ensure clarity of goals and quality and adherence to deadlines.

* Developed and generated reports in support of Equifax and its 7000 member institutions.

* Trained and supervised 5 full-time new analyst and 3 part-time employees.

* Successfully performed user acceptance testing of various applications to ensure accuracy and quality of data.

WELLS FARGO BANK, San Francisco, CA July 1995-Sept.1996

Senior Banking Officer

Offered banking products and credit services to consumers and small business customers; Advised and educated customers regarding deposit accounts, retirement accounts, money markets and home equity products.

Accomplishments:

* Achieved 130% of goal and top 5% of market. Consistently exceeded 100% goal each quarter.

* Identified and secured relationships with key clients, boosting annual revenue more than 30%.

* Improved client satisfaction by initiating operational changes and revising brochures.

* Effectively trained, coached, supervised and evaluated staff members.

EDUCATION

BACHELOR OF SCIENCE - MARKETING & BUSINESS (2007)

San Francisco State University, San Francisco, CA

Cumulative GPA - 3.2

Relevant Courses: Public Relations, Advertising, Event Management, Market Research and Seminar in Business Policy.

ACTIVITIES AND AFFILIATIONS

PROFESSIONAL AFFILIATIONS

San Francisco American Marketing Association - Assist VP of Programs

* Develop sponsor packages and prospect for new sponsors.

* Cultivate and manage mutually beneficial partner relationships.

* Facilitate the event planning of monthly marketing communications panel discussions, presentations, and networking events.

San Francisco State University Alumni

Contact this candidate