Account Manager Customer Support

Jessica Selmon

Chicago, IL *****

*****************@*****.***

+1-312-***-****

Professional Summary

Efficient and customer-focused account manager with 4+ years of experience in financial services and customer support. Proven track record in managing customer inquiries and enhancing satisfaction through effective communication and problem-solving skills. Demonstrated leadership in managing teams and optimizing order fulfillment processes. Skilled in utilizing CRM software and call center operations to drive service excellence and operational efficiency. Willing to relocate to: DeKalb, IL - Calumet City, IL Work Experience

Administrative Assistant

Renee's Cleaning Service-DeKalb, IL

Present

I assist The owner of the company by reading emails scheduling events and doing and recording the day to day work of answering phone and sending emails as well as ordering lunch . Account Manager

Discover Financial Services-Chicago, IL

August 2021 to March 2025

Helping customers manage payments on their accounts and questions they may have about their statements and Discover card

Ecommerce Personal Shopper/ Manager

Walmart-Chicago, IL

October 2019 to August 2021

Fill online shopping orders and managing a crew of 18 people making sure online orders are available when the time presents.

Loan Processor/Collections/Underwriting

Enova-Chicago-IL

November 2018 to September 2020

I worked processing funding for installment loans as well as lines of credits up to 10,000/collected on the default installment loans and lines of credit.

Microsoft word, google docs and live chat was used as well when transition to working from home.

• Provided exceptional customer support via phone, email, and chat channels

• Resolved XX% of customer inquiries on the first contact, exceeding departmental targets

• Demonstrated strong product knowledge to effectively troubleshoot and resolve customer issues

• Maintained a high level of professionalism and empathy while addressing customer concerns

• Managed a high volume of incoming calls and emails in a fast-paced environment

• Documented all interactions with customers accurately and thoroughly in the CRM system

• Collaborated with cross-functional teams to escalate complex issues for prompt resolution

• Identified recurring customer issues and worked with the product team to implement long-term solutions

• Assisted customers with product setup, installation, and troubleshooting procedures remotely or onsite when necessary

• Provided guidance to customers on using software applications or online platforms effectively

• Offered personalized recommendations based on individual needs to enhance the overall customer experience

• Consistently achieved a XX% average CSAT (Customer Satisfaction) score through effective problem- solving skills

• Participated in regular training sessions to stay updated on product features, enhancements, and industry trends

• Contributed to the development of training materials for new hires in the customer support team

• Collaborated closely with sales representatives to identify upselling opportunities during support interactions

• Achieved an average response time of XX minutes across all communication channels

• Served as a subject matter expert for specific product features or functionalities Booking Agent

Entertainment Cruises-Chicago, IL

August 2019 to February 2020

Make and book reservations on lunch and dinner cruises on sales force for seven different states and Canada

Sales Representative/Assistant Manager

Motherhood Maternity-Chicago, IL

August 2018 to January 2019

Customer service,cashiering,shipping,merchandising and Stocking,warehouse work and,receiving. Customer Service Associate Walgreens

Walgreens-Chicago, IL

August 2015 to January 2018

Stocked shelves,using a P.O.S system as well as assisted customers regarding public transportation and rang up goods .

Education

Certification in Distribution, Transportation and Logistics Olive Harvey - Chicago, IL

July 2013 to May 2015

High school or equivalent in G.E.D program.

Kenndy-King college - Chicago, IL

December 2004 to May 2005

Skills

• AI

• Phone Skills (5 years)

• Zendesk

• iOS

• Call Center

• Office management

• Order fulfillment

• Salesforce

• Communication skills

• Business development

• Customer Service (10+ years)

• Logistics

• Inventory

• Fraud

• Machine learning

• Multi-line phone systems

• Financial services

• Cashiering (10+ years)

• Leadership

• Sales

• Accounting

• Guest services

• E-commerce

• Customer support

• Accounts receivable

• Operating systems

• Dangerous goods

• Account management

• CRM software

• Social media management

• Loan Processing

• Janitorial experience

• Typing

• QuickBooks

• Accounting software

• Retail management

• Relationship management

• Apache Hive

• Customer relationship management

• Google Suite

• B2B

• Credit Analysis

• Merchandising

• Cold calling

• Loan Origination

• Sales (2 years)

• Quality control

• Shipping And Receiving (6 years)

• Accounts payable

• Loan Officer Experience

• ADP

• Microsoft Windows Server

• Manufacturing

• Phone etiquette

• Office experience

• Underwriting

• Supply Chain

• CSR

• Negotiation

• Google Docs

• Data Entry (3 years)

• Conflict management

• Cleaning

• Debits & credits

• Windows

• Windows 8 (5 years)

• Clerical experience

• Analysis skills

• Technical support

• Excel

• Banking

• Filing

• Salesforce (2 years)

• POS

• Microsoft Office

• Direct sales

• SharePoint

• Jira

• Research

• Live Chat

• Customer service

• Management

• Microsoft Outlook

• Hospitality

Certifications and Licenses

Commercial Lines License

Food Handler Certification

Contact this candidate