Customer Service Account Manager

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Sylvia Lee Tran

Rosharon, TX, US **************@*****.*** 214-***-**** https://www.linkedin.com/in/sylvia-tran-337442b2/ SUMMARY

Account Manager for Strategic Accounts with 12 years of experience in financial services and client management. Proven track record of developing and maintaining relationships with high-net-worth clients. Expertise in managing complex projects, identifying new business opportunities, and providing innovative solutions to client problems. Applying for a position as Account Manager/Executive to leverage experience to increase customer satisfaction and drive business growth. EXPERIENCE

Bilingual Executive Assistant

Samsung Electronics

• Support C-level executives and staff and worked closely with EA's for the CEO of America and Korea.

• Prepares and makes domestic and international travel and accommodation arrangements.

• Obtains detailed directions from dispatchers (project managers) and other executives. February 2021 - Present, US, TX, Plano

• Manage scheduling for Executive leaders including resolution of scheduled conflicts and schedule by prioritization.

• Facilitated executive communication across multiple countries and languages, resulting in improved continuity and reduced response times on key issues by 50%. Arranged domestic and international travel as well as logistical needs for executive visitors. Coordinated staff meetings, created and updated event schedules, and organized office supplies.

• Assist with organization restructuring and seating for new hires. Provided services to maintain positive relationships between Executive and employees, as well as customers. Ensured thank you notes were sent, flowers were sent by policy, and contributed to other actions as necessary.

Account Manager for Strategic Accounts

JP Morgan Chase October 2017 - May 2021, US, TX, Plano

• Served as primary support contact for a portfolio of national global merchants, responding to and resolving inquiries and issues directly from key merchant contacts, achieving 98% customer satisfaction, in a position as an Account Manager for Strategic Accounts.

• Supported the Relationship Manager in the overall servicing relationship of our corporate Clients. Provided first class service to our clients 24/7.

• Developed and distributed custom reports as needed. Amended and negotiated contracts as well.

• Conduct meetings and training for our Clients.

• Assist the high-level clients for new boarding setups under their existing companies from start to finish.

• My Clients were Facebook, Uber, Disney, LVMH/Sephora and ALL subsidiaries underneath, AT&T, and also assisted Google and Lowe's.

• Improved customer satisfaction, increased customer retention rate by 25%, decreased customer complaints by 40%, and responded to customer requests within 24 hours.

• Provided direct support to customers, responded to inquiries and issues efficiently and effectively, and achieved 98% overall customer satisfaction.

Business Analyst I

JP Morgan Chase

• Mentor and Train New Staff.

• Assist in writing and updating Procedures for the Claims department. Created new policies. June 2016 - October 2017, US, TX, Plano

• Multi-tasking in filing USDA Claims, MRA (Modification) Claims, QC new staff, assist in reporting, help.

• create procedures, seek resolutions, and work on special projects.

• Ability to prioritize work and adhere to deadlines.

• Help identified potential solutions and enhancements within the department. Develop, analyze, and implement daily, weekly, and monthly ad hoc reports.

• Part of the Ambassador Team and Champion Team for events within the department and support in the development of communication/training/inclusion for the department as well. MB Default Ops Specialist II

JP Morgan Chase

• Organize, evaluate, and service the Equity Analysis process.

• Order BPO's, Credit Bureaus, Title Reports, RQ.

• Researched delinquent account history.

November 2014 - June 2016, US, TX, Plano

• Ensure the process is performed in accordance with internal standards and procedures and is in compliance.

• Meet performance expectations of department goals. Monitor and close CCW routes within the SLA.

• Monitor and assist different lines of Business by responding to emails in the Equity Analysis Mailbox. N/A

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CA Operations Specialist II

JP Morgan Chase November 2012 - November 2014, US, TX, Plano

• Monitor modification file documents.

• Initiate missing information letters, escrow analysis, order BPO's, and other services as needed.

• Train new hires on policies and procedures.

• Audit work product of new hires for accuracy and completeness.

• Use critical thinking to create proper training segments based on the needs of the new hires and any changes in company policies and procedures.

• Facilitated the gathering of underwriting documents both pre-and post-Underwriting decision.

• Received results from Underwriting and QC review and processes according to decision: approval or denial.

• Ensures documents received by CA Specialist, Underwriting and/or Customers are complete and accurate.

• Monitors systems for trial payment adherence during trial period before process control submits loan to closing team for conversion to permanent modification of plan break.

• Co-manage the progress of new hires to insure quick learning, support, and proper productivity. Loss Mitigation Solicitor II

JP Morgan Chase June 2011 - October 2012, US, TX, Plano

• Implement work out plans such as: modification referrals, repayment plans, deed in lieu, reinstatements, payoffs, and liquidation.

• Mentor and train new hires as needed.

• Work with third parties such as attorneys, realtors, and title companies.

• Inform managers of additional training that may be needed and recommended action plans.

• Negotiate on a daily basis, trying to assist the homeowners in what's the best resolution for them.

• Insured that my share of the department's objectives were always completed and produced with efficiency and accuracy.

• Exceeded monthly and quarterly production goals.

• Adhere to FDCPA guidelines.

EDUCATION

Education/Business Management

North Lake College • Irving, TX

CERTIFICATIONS

Project Management

The University of Texas at San Antonio • 2016

COURSEWORK

Opportunity Management in Salesforce

Coursera • Salesforce, Performance Review, Sales Lead SKILLS

Soft Skills: Negotiation Skills, Negotiating, Interpersonal, Communication, Organizational, Attention Detail, Attentive Detail, Positive Attitude, Assertive, Multi Tasker, Administrative Soft Skills: Microsoft, Windows, Troubleshooting, Salesforce, Chatter, Sales, Canva, ClickUp, Monday.com, Customer Service, Satisfaction, Productivity, Efficiency Effectiveness, Optimize, Improvement, Initiative, Collaboratively, Cross Functionally, Bilingual in Korean

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