Account Manager Customer Service
Resume:
Veronica Tate
Litchfield Park, AZ *****
********@*****.***
Professional Summary
Detail-oriented customer account specialist and senior account manager with 15+ years of experience in customer support and financial services. Proven track record in exceeding customer satisfaction goals and implementing effective solutions to enhance service delivery. Recognized as a top performer for consistently meeting key performance indicators. Skilled in managing complex customer interactions and fostering cross-functional collaboration to resolve issues efficiently. Authorized to work in the US for any employer
Work Experience
Customer Account Specialist and Senior Account Manager Discover Bank-Phoenix, AZ
May 2024 to Present
• Performed monthly bank reconciliations to ensure accuracy of financial records
• Developed and maintained internal controls to safeguard company assets and prevent fraud
• Ensured compliance with all regulatory requirements related to financial reporting, tax filings, and audits
• Developed and implemented standardized accounting procedures across multiple business units
• Managed the month-end close process, ensuring all deadlines were met accurately and efficiently Remote Customer Service / Healthcare Customer Service Agent Chewy-Goodyear-AZ
May 2022 to March 2024
• Provided exceptional customer service to a diverse client base, consistently exceeding customer satisfaction goals
• Collaborated with cross-functional teams to resolve escalated issues, ensuring prompt resolution and minimizing customer dissatisfaction
• Maintained composure during challenging situations or difficult customers, utilizing effective de- escalation techniques to achieve satisfactory resolutions
• Recognized as top performer within the department for consistently meeting or exceeding key performance indicators (KPIs)
• Maintained a high level of professionalism and empathy when dealing with upset or dissatisfied customers
• Demonstrated strong problem-solving skills by effectively identifying root causes of customer issues and implementing appropriate solutions
• Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions
• Pioneered implementation of live chat support feature on company website, resulting in improved response time and increased customer engagement
Remote Intake Agent
RemX Specialty Staffing/ McKesson-Scottsdale, AZ
August 2021 to February 2022
• Temp position/ remote work from home
• Process faxes that contained patient information utilizing computer software programs to build case files.
• Ensuring the patient's information was correct, completed with authorization and consent signatures, and once completed, filling in a product tracker for review later by supervisor and leadership.
• Verified insurance coverage and obtained necessary authorizations for medical procedures
• Ensured compliance with HIPAA regulations regarding patient privacy and confidentiality at all times
• Performed data entry tasks accurately to update patient demographics, insurance information, and billing details
• Demonstrated strong knowledge of medical terminology when communicating with healthcare professionals
• Served as a liaison between patients and insurance companies to resolve billing discrepancies or coverage issues efficiently
Driver
Lyft-Phoenix-AZ
March 2019 to July 2020
• Adhered to company policies regarding vehicle maintenance schedules for regular servicing and repairs as needed
• Maintained cleanliness inside the vehicle by regularly cleaning the interior surfaces
• Maintained a high level of professionalism while representing the company during interactions with customers
• Adapted quickly to changing road conditions or weather situations to maintain safe driving practices
• Achieved an average rating of 100% in customer satisfaction surveys based on promptness, friendliness, and overall service quality
• Leveraged strong organizational skills to efficiently plan multiple pick-up/drop-off locations within tight timeframes
Paralegal
Lexington Law Firm-Phoenix, AZ
October 2017 to January 2019
Credit Repair Paralegal. Assist clients on their cases, anywhere from updating their credit reports to their billing information. Provide options for clients to have their negative items removed by disputing or challenging them with the creditors or credit bureaus.
• Maintained confidentiality of sensitive client information at all times
• Managed billing activities such as tracking billable hours and preparing invoices for clients
• Achieved an average client satisfaction rating of 97% based on feedback surveys Leasing Consultant
Adobe Ridge Apartments-Glendale, AZ
April 2009 to October 2009
• Provided exceptional customer service to residents, addressing inquiries, resolving issues, and ensuring high satisfaction levels
• Generated leads and successfully converted prospects into signed leases, consistently exceeding monthly leasing goals
• Conducted property tours for potential tenants, highlighting key features and amenities to effectively showcase the value of the property
• Managed lease agreements from initial negotiation to signing, ensuring accuracy and compliance with company policies
• Effectively communicated lease terms, policies, and procedures to prospective tenants in a clear and concise manner
Leasing Consultant
Bayside Apartments-Phoenix, AZ
March 2008 to April 2009
• Generated leads and successfully converted prospects into signed leases, consistently exceeding monthly leasing goals
• Conducted property tours for potential tenants, highlighting key features and amenities to effectively showcase the value of the property
• Managed lease agreements from initial negotiation to signing, ensuring accuracy and compliance with company policies
• Collaborated with marketing team to develop effective advertising strategies that increased property visibility and attracted qualified leads
• Performed market research to stay updated on competitive rental rates in the area and made pricing recommendations accordingly
• Assisted in organizing resident events and community activities to foster a sense of belonging among tenants
• Effectively communicated lease terms, policies, and procedures to prospective tenants in a clear and concise manner
• Increased resident retention by 80% through proactive communication efforts such as regular check-ins Assistant Manager
Greentree Apartments-Glendale, AZ
February 2007 to December 2007
• Assisted in the management of daily operations, ensuring smooth and efficient workflow
• Collaborated with the manager to develop strategies for achieving sales targets and improving customer satisfaction
• Resolved customer complaints or concerns promptly, ensuring high levels of customer service at all times
• Assumed managerial responsibilities in the absence of the manager, overseeing all aspects of operations
• Developed strong relationships with vendors and suppliers, negotiating favorable terms for procurement of goods
• Analyzed sales data to identify trends and opportunities for improvement, implementing effective strategies accordingly
• Collaborated with marketing department on promotional activities to drive foot traffic and increase sales revenue by XX%
• Maintained accurate records of financial transactions including daily sales reports, invoices, receipts etc
• Coordinated special events or promotions within budget constraints while exceeding customer expectations
• Implemented customer loyalty programs resulting in a 75% increase in repeat business Phone Banker
Wells Fargo-Phoenix, AZ
April 2006 to April 2007
Skills
40 Wpm Photoshop
10 Key Microsoft Office/ Office Suite
Excel Hogan
Word Dos
Outlook Publisher
Power Point
• Provided exceptional customer service to inbound callers, addressing inquiries and resolving issues in a timely and professional manner
• Managed a high volume of incoming calls, consistently meeting or exceeding call handling targets
• Identified trends in customer returns and provided feedback to the product development team for continuous improvement efforts
• Resolved escalated customer complaints by actively listening, empathizing, and offering appropriate solutions or compensation when necessary
• Assisted customers in troubleshooting product issues over the phone or via email/chat support channels
• Consistently achieved high customer satisfaction ratings through effective problem-solving skills and personalized service delivery
• Recognized for consistently meeting or exceeding monthly targets for customer satisfaction scores Education
GED
Centennial High School
January 1994 to December 1994
Skills
• Adobe Illustrator
• Adobe Acrobat
• Legal Research
• Data collection
• Customer service
• Microsoft Outlook
• Live chat
• Marketing
• Microsoft Word
• Time management
• Content Development
• Fair Housing regulations
• Medical Coding
• Yardi
• Adobe Creative Suite
• Social Media Management
• Medical Billing
• Data entry
• 10 Key Data Entry
• Inbound call center
• Adobe Photoshop
• Event Planning
• Databases
• Telemarketing
• Windows
• English
• Content Creation
• Communication skills
• Accounts Payable
• Accounts Receivable
• Property Leasing
• Property Management
• Sales
• Word processing
• Microsoft Excel
• Photography
• Microsoft Publisher
• Copywriting
• Office Management
• Medical terminology
• Banking
• Typing
• Customer support
• Microsoft Office
• Relationship management
• Organizational skills
• Documentation review
• Filing
• Account management
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