Manager Customer Service
Resume:
Stephen James Jesenko
**** *** ******* - ********, ** 60085
*********@*****.***
Account Management
Customer Support~ Administration ~ ACCOUNTS Servicing ~ Operations
Management Bilingual Spanish
Profile
High-production Account Manager and Operations Manager with expertise in
developing and implementing targeted strategies to generate new business,
develop existing accounts, expand/diversify revenue streams, and boost
competitive leveraging; talent for identifying and capitalizing on
opportunities as well as reaching and influencing key decision makers ~
Dynamic communication, consultation, needs assessment, presentation,
negotiation, and relationship building skills; bi-lingual fluency in
English and Spanish ~ Sharp business acumen; proficiently steer
operations ranging from customer service and human resources through
financial and administrative ~ Hands-on, motivating leader who successfully
hires, trains and manages high-performance teams ~ Expertise in maximizing
use of resources, boosting productivity/efficiency, controlling costs, and
improving bottom-line results
Key Achievements
> Led Branch to Top Performer in Chicago Region; Spring Campaign/2nd
Quarter 2012
> Two-time Vendor Contest Winner out of 25 company-wide Account Managers;
2010 and 2011
> Simultaneously supported 3 branches; appointed Specialist for Lake County
Housing Authority in first-time homeowner special assistance services;
2009-2010
> Drove operations supporting growth of a $70M portfolio; 2002-2009
> Ranked Top 10% amongst 5K nationwide Account Executives; 2005 and 2006
> Twice-recognized as Divisional Founders Council Winner; 2005 and 2006
Career Track
Account Manager, US Bank-Vernon Hills, IL
2011 - 2013
. Demonstrate sharp business acumen and strong leadership skills in
effectively steering broad-scope branch operations spanning business
development and customer service through human resources and
administrative; proficiently plan, coordinate and manage operations and
develop/implement policies and procedures to maximize performance and
ensure regulatory compliance
. Strategically drive business growth through targeted prospecting,
customized sales presentations and lead/referral generation as well as
existing client development
. Effectively hire, train, coordinate, motivate, and direct staff; conduct
evaluations and define optimal corrective measures for successful
performance management
. Actively analyze and troubleshoot complex/escalated issues for prompt
resolution
Account Manager, Arlington Industries-Waukegan, IL
2010 - 2011
. Promoted within 6 months of joining Arlington Industries to focus on B2B
Sales Development while concurrently maintaining responsibilities of
Account Manager in servicing and growing existing accounts; consistently
achieved sales revenue and margin goals
. Thoroughly analyzed existing accounts to identify "at risk" customers
demonstrating reduction in revenue and executed targeted action plans to
maximize retention levels
. Routinely evaluated individual account performance, usage trends and
service needs to define and capitalize on opportunities for expanding and
diversifying revenue streams
. Efficiently collected and reviewed loan application documentation
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Account Manager, Fifth Third Bank-Waukegan, IL
2009 - 2010
. Proficiently originated 1st lien mortgages, including generating and
analyzing application documentation
. Boosted bottom-line revenue performance through strategic cross-selling
as well as external referral relationship building and networking
. Managed existing accounts. Searched for opportunities to increase
existing relationships.
Assistant Sales Manager, HSBC-Gurnee, IL
2002 - 2009
. Collaborated in all Branch financial budgeting, operations, compliance,
and human resources supporting growth of $70M portfolio
. Optimized sales channels and drove revenue growth by employing broad
strategies ranging from cold calling through face-to-face negotiations
. Successfully hired, trained and led a high-performance team of 5 Account
Executives as well as delivered District-level training programs to
classes of 30+ Account Executives
Actuarial Analyst, Hewitt Associates, Lincolnshire, IL
1997 - 2002
. Performed benefit calculations and responded to participant calls and
facilitated requests
. Assisted with the set-up and testing of the DBCalc system for new client
s according to the plan provisions
. Assisted with the development of plan administration documents/procedures
and customize employee communication material
Billing Coordinator
. Validated financial data integrity
. General account balancing
. Proof review and maintenance
Benefits Representative
. Communicated plan provisions regarding Health & Group Benefits,
401K Defined Contribution Plans, and Defined Benefit Plans
education
Bachelor of Science-Business Administration, Columbia College of Missouri;
2012
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