Client Support Account Management

Chelsea Best

703-***-**** *********@*****.*** Richmond, VA

Objective

With a proven track record of utilizing data-driven insights to improve processes and increase productivity, I am dedicated to delivering innovative solutions that exceed organizational goals and expectations. I seek to secure an operations position with a dynamic organization where my structural and problem-solving skills can be utilized to optimize operational efficiencies and drive business success.

Education Work Experience

Old Dominion University

Bachelor's Degree

Business Management

Fall 2017

Callahan & Associates, Washington, D.C.

Client Support Liaison (September 2023-current)

• Addressed client inquiries and concerns, providing effective solutions.

• Investigated client issues, identifying root causes, and implementing solutions.

• Developed and maintained a deep understanding of company products and services.

• Maintained meticulous records of client interactions and resolutions using Help Scout.

• Ensured data integrity in Salesforce and Vendor

Relationship Database.

Account Management Coordinator (July 2022-current)

• Coordinated and managed 200+ credit union C-Suite client accounts.

• Averaged 95% quarterly renewal rate and a 25%

quarterly upsell rate.

• Produced reports and presentations for clients and management.

• Led volunteer opportunity by hosting DC local food drive and donations.

Chase Bank, Richmond VA

Lead Associate of Operations/ Assistant Manager (April 2021-July 2022)

Licenses & Certifications

Learning Jira (Cloud Edition) -

Issued Nov 2023

Learning Confluence - Issued

Oct 2023

Salesforce Administrator -

Issued Oct 2023

Salesforce for Admins - Issued

Aug 2023

Lead Management in

Salesforce - Issued Jul 2023

Opportunity Management in

Salesforce - Issued Jul 2023

Reports, Dashboards, and

Customer Success in

Salesforce - Issued Jul 2023

Salesforce Sales Operations

Professional Certificate -

Issued Jul 2023

Salesforce Essential Training -

Issued May 2023

• Managed daily branch operations and led team

meetings.

• Resolved customer inquiries and issues in a timely and professional manner.

• Coordinated with other departments and team

members to achieve branch and company objectives.

Capital One Bank, Richmond, VA (remote)

Fraud Intake Coordinator/ Fraud Account Specialist

(November 2019-December 2020)

• Detected and investigated fraudulent activities and transactions on customer accounts.

• Communicated with customers to verify transactions and resolve issues related to fraud.

• Led weekly meetings with the team to review metrics and shadowed new hires.

Chartway Credit Union, Norfolk VA

Teller (June 2017-November 2019)

• Processed customer transactions and provided

exceptional customer service.

• Balanced cash drawer daily and ensured accuracy of transactions.

• Collaborated with team members to achieve branch goals and objectives.

• Demonstrated attention to detail in accurately taking and delivering orders, including communicating with guests to ensure their satisfaction

Skills CRM Jira SQL Server Tableau Help Scout Confluence Knowledge Acquisition Back Office Operations Export Operations Policies & Procedures Problem Solving Microsoft 365 Customer Retention Communication Auditing Administrative Assistance Analytical Skills Account Management Project Management Teamwork Customer Experience Remote Control Interpersonal Skills Employee Learning & Development Skill Development Reporting Data Management Customer Relationship Management (CRM) Training Material Technical Support Relationship Development Product Service Databases Troubleshooting Salesforce Sales Operations Sales and CRM Overview Lead and Opportunity Management in Salesforce Salesforce Essential Training Salesforce.com Administration

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