Account Management & Customer Experience Leader

TAMRA SWINGER

CLIENT RELATIONSHIP ACCOUNT MANAGEMENT CUSTOMER EXPERIENCE

Elkton, MD 443-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Client-focused financial services professional with 18+ years of experience in account servicing, digital customer support, issue resolution, documentation, and confidential information handling. Known for resolving complex account concerns, supporting escalations, maintaining accurate records, coaching peers, and adapting quickly to system and process changes. Seeking to bring extensive customer relationship and account support experience to a Client Relationship, Account Management, Customer Success, or Customer Service leadership role.

CORE COMPETENCIES

Client Relationship & Account Support • Customer Retention & Issue Resolution • Escalation Management • Digital & Mobile Account Servicing • Account Review, Verification & Maintenance • Confidential Information Handling • Quality Review & Documentation • Peer Coaching & Training • Process & System Transitions • Microsoft Office & Computer Systems • Time Management & Multitasking • Independent / Remote Productivity

PROFESSIONAL EXPERIENCE

DISCOVER FINANCIAL SERVICES / CAPITAL ONE 2008-Present

Senior Account Specialist / Digital Service Agent Level 2

Provide high-level servicing and support for customer accounts in a fast-paced financial services environment, balancing customer needs, accuracy, compliance, and timely resolution.

Research and resolve account discrepancies, complex servicing requests, and escalated customer concerns using multiple systems and established procedures.

Review, verify, update, and maintain customer account information and documentation with strong attention to accuracy and confidentiality.

Support customers with digital and mobile account servicing, troubleshooting access and navigation concerns and explaining available account features.

Document customer interactions, account actions, and resolutions clearly to support continuity, quality review, and accurate records.

Apply sound judgment and problem-solving skills to identify appropriate solutions while following company policies and servicing requirements.

Assist peers through coaching, knowledge sharing, and training support to reinforce procedures and consistent customer experiences.

Adapt to evolving systems, workflows, policies, and organizational changes, including the transition from Discover Financial Services to Capital One.

Manage multiple priorities while maintaining professionalism, productivity, and a customer-focused approach.

EDUCATION

Caravel Academy - High School Diploma, Honors Graduate

Wilmington University - Two years of college coursework

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