Customer Success & Account Resolution Specialist

NICOLE QUINN

Jackson, TN, USA ********.**@*****.*** 731-***-****

SUMMARY

Results-driven Customer Success Specialist with 10+ years of experience managing customer relationships, driving client satisfaction, resolving complex account issues, and delivering exceptional service across financial services, healthcare, and professional services. Proven ability to manage customer portfolios, improve client retention, resolve escalations, and build long-term relationships while exceeding performance goals. Skilled in CRM systems, account management, customer onboarding, billing operations, cross-functional collaboration, and process improvement.

EXPERIENCE

Customer Success Specialist

Tax Prep Solutions October 2025 – Present, Jackson, TN

•Managed a diverse client portfolio, maintaining 98% client satisfaction through proactive communication and personalized tax support.

•Guided clients through onboarding, tax preparation, and compliance while maintaining 99% documentation accuracy.

•Resolved complex account and tax inquiries, strengthening customer trust, retention, and long-term loyalty.

•Built lasting client relationships through consultative support, increasing repeat business and referrals while meeting critical deadlines.

Client Success Coordinator

Clinical Research Solutions September 2020 – August 2021, Jackson, TN

•Managed client billing operations and recovered $1M+ in outstanding receivables, improving cash flow and client relationships.

•Resolved billing discrepancies, payment issues, and account escalations while maintaining 95%+ customer satisfaction.

•Partnered with finance and operations to streamline billing workflows, improving issue resolution by 25%.

•Maintained 99% billing accuracy in Clinical Conductor while ensuring compliance with organizational standards.

Customer Success Account Executive

PRA Group September 2016 – September 2020, Jackson, TN

•Managed a high-volume customer portfolio, recovering $800K+ while delivering consultative account management.

•Resolved complex account issues and negotiated customized solutions, consistently exceeding quality and customer satisfaction goals.

•Built trusted client relationships through empathetic communication, improving customer retention and engagement.

•Mentored team members on customer communication and objection handling, strengthening overall team performance.

Member Relationship Specialist

First South Financial Credit Union August 2012 – September 2016, Dyersburg, TN

•Managed member relationships by delivering personalized financial solutions while maintaining 95%+ member satisfaction.

•Opened new accounts, processed high-volume transactions, and increased product adoption through consultative recommendations.

•Resolved complex account issues, strengthening member loyalty through proactive relationship management.

•Maintained 100% balancing accuracy while safeguarding sensitive financial information and supporting cross-functional operations.

EDUCATION

Master of Business Administration (MBA)

Strayer University

Bachelor of Science, Business Administration – Management

University of Tennessee at Martin

SKILLS

Customer Success Client Relationship Management Customer Retention Customer Experience Customer Onboarding

Account Management Customer Advocacy Customer Support CRM Systems Billing & Collections

Accounts Receivable Revenue Recovery Clinical Conductor QuickBooks Microsoft Office Suite

Microsoft Excel Microsoft Outlook Financial Operations Account Reconciliation Conflict Resolution

Process Improvement Cross-Functional Collaboration Customer Communication Data Analysis Documentation Problem Solving

Contact this candidate