Account Manager Customer Service
Resume:
Linnette Olang
Client Account Manager/ CSR
Cherry Hill, NJ 08003
*****@*****.***
* Experience in senior customer management role for payroll, payment processing and corporate philanthropy solutions for large, complex organizations. Authorized to work in the US for any employer
Work Experience
CSR - Customer Service Representative
SWISCO
June 2022 to Present
• Resolving service and product-related customer inquiries with independent problem solving skills and excellent written and verbal communication.
• Assisting customers over the phone and answering inquiries via email.
• Navigating and placing orders for customers through the website, matching up their broken hardware with Swisco products and helping them understand how the
• Providing incredible customer experience by being personable, friendly, and knowledgeable. Client Account Manager
Cybergrants-East Windsor, NJ
May 2007 to June 2022
Handling overall responsibility for managing the customer relationship with the emphasis on being proactive in providing information and resolving issues.
* Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
* Prioritizing and driving resolution on escalated customer issues.
* Promoting opportunities for two-way communication including keeping customers informed of process or procedural changes.
* Demonstrating competency in the JK Group product suite (Matching Gifts, Employee Giving Campaign Management, Volunteer Management, Disaster Relief, Grant Processing) as well as processing all payment services.
* Responsible for customer satisfaction, retention and revenue expansion.
* Direct support of all day-to-day operational activities.
* Email Support
* Call Center Escalation Support
* Payment Processing & Follow-Up
* Transaction Management
* Generation & Validation of scheduled & ad hoc report requests
* Data Entry Support
*Developing success plans for customers that outline their critical success factors, metrics for success,potential issues and providing recommendations.
*Configure and enhance customer configuration to achieve required goals
*Supporting clients to troubleshoot technical issues. Customer Service/Research representative
Educational testing services-Ewing, NJ
2005 to 2006
Communicated daily via telephone and e-mail with examinees, clients, institutions, agencies, and test center supervisors to provide information to respond to inquiries, with emphasis on diplomacy, tact and sensitivity.
* Utilized the PC to input or obtain detailed information and/or access hard copy necessary to respond to requests promptly, accurately, and in accordance with program and departmental procedures.
* Interacted with interdepartmental/divisional staff to obtain and provide information necessary to research processing problems which may affect our customers. Education
Bachelor's degree in Applied Business
Wilmington University - Delaware City, DE
March 2024 to Present
Associate's degree in Business Administration
Rockland Community College - Suffern, NY
September 1999 to September 2001
Skills
• Customer Service, Time Management (10+ years)
• Jira
• Zendesk
• Confluence
• SQL
• MySQL
• Microsoft Excel
• Microsoft Word
• Microsoft Office
• Microsoft Outlook
• Operating Systems
• Account Management
• Microsoft Office
• Microsoft Word
• Microsoft Excel
• Communication skills
• Zendesk
• Customer service
• Confluence
• CRM software
• SQL
• Business requirements
• Customer relationship management
• HTML5
• SaaS
• Customer support
• Analysis skills
• Relationship management
• Account management
• Jira
• Research
• Quality assurance
• Typing
• Computer skills
• Sales
• Organizational skills
Certifications and Licenses
Driver's License
Additional Information
SOFTWARE PROFICIENCIES
Windows 2000, XP, Microsoft Word, Excel, PowerPoint, Outlook Comptia A+, Internet (various search engines), Adobe Software+ Windows and Linux, QA tools, zen desk, sql, Jira, confluence
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