Customer Success and Account Management Professional

I manage approximately 200 to 400 member accounts each month across a nationwide service footprint. I provide individualized guidance, timely follow-up, escalation resolution, and ongoing relationship support while assessing account histories and recommending practical action plans.

I onboard members to an online banking platform and educate them on account setup, transfers, bill pay, and online account management. I troubleshoot access and navigation issues, administer and test the Eltropy SaaS communications platform, document configuration issues, and coordinate vendor fixes.

I trained approximately 10 employees on platform workflows, documentation, and customer-service processes. I also coordinate with lending, compliance, legal, fraud, and technology vendors; develop operational procedures; and use Excel reporting and audits to identify discrepancies and communicate findings to management.

I managed ongoing B2B client relationships and coordinated service delivery for customer accounts. I addressed client questions, handled escalations, and maintained responsive follow-through throughout the customer lifecycle.

I engaged at-risk clients to understand concerns and support retention. I also discussed contract renewal terms, while final agreements were approved by the company owner.

I managed account communications with healthcare providers, insurers, and other stakeholders. I negotiated resolutions, coordinated follow-up activities, and supported consistent communication across open account matters.

I used Salesforce CRM to document account interactions, track unresolved issues, and maintain customer communication records that supported retention and account management.

I provided account support in a global support and customer success environment. My work included payments support, platform troubleshooting, and issue resolution.

I assisted customers with account-related questions and helped resolve service issues through clear communication and follow-through.

I supported department operations and team activities in a retail environment. I contributed to daily service delivery and operational coordination.

I provided team support and helped maintain effective department processes and customer service standards.

Bachelor of Science in Business Management with a Leadership concentration.