Customer Service Account Manager

JESSICA WEEMS

Columbia, Alabama ***** 334-***-**** **************@*****.***

Professional Summary

Resourceful Account Manager with excellent client oversight, issue resolution and relationship- building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Accomplishments

Increased client retention rate by 18% over 2 years through proactive account management and value-added services

Achieved an average client satisfaction rating of 4.8/5 stars based on post-service surveys Utilized active listening and empathy to consistently achieve a customer satisfaction rating above 92%

Skills

Account Management Teamwork and Collaboration

Typing 88 WPM Data Analytics

Administrative Oversight Microsoft Office Specialist (MOS) Expert Customer Relations Payment Processing

Multi-line Phone Talent Quality Assurance Controls Work History

Account Manager 05/2011 to 02/2024

New Bold Services – Gordon, AL

Maintained high client retention rate by providing exceptional customer service and anticipating client needs.

Collaborated with sales team to identify potential upsell opportunities and expand client base. Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved. Tax Preparer/Customer Service Representative 01/2018 to 03/2022 Superior Tax Advisors – Remote

Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.

Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally. Maintained complete records of client tax returns and supporting documentation in secured areas.

Education

Highschool Diploma 02/2023

Christian Cornerstone Correspondence School - Townsend, GA Certifications

BLS Certified 02/07/2024-02/07/2026

CPR Certified 12/27/2023-12/27/2025

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