Amanda Bruce
Indianapolis,IN
Summary
Dedicated professional consistently exceeding role expectations. Strong work ethic drives me to go above and beyond, constantly seeking growth opportunities and adding value to the organization. Highly motivated and driven, always eager to take on new challenges and enhance skills for the team's benefit.
Overview
30
30
years of professional experience
1
1
Certification
Work History
First Indiana Bank
01.2001
Senior Customer Success Manager
SAFESEND
01.2021 - Current
- Manage 200+ accounts, providing tailored solutions and support to ensure customer success
- Attended industry conferences, conducting live product demonstrations for prospective customers and showcasing the full suite of products
- Successfully upgraded 60+ customers to Preferred or Premier Tiers, contributing to increased customer satisfaction and retention
- Surpassed 100% of targeted goals each year, achieving significant growth in customer acquisition and account expansion
- Onboarded over 70 new firms, ensuring seamless adoption and integration of SafeSend products
- Consistently go above and beyond expectations to expand product knowledge and add value to the organization, demonstrating a strong work ethic and drive to excel
- Motivate myself to continuously seek new challenges, making significant contributions to the team’s growth and success
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Optimized the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Tax Processing Manager
SOMERSET CPAs, P.C.
01.2003 - 01.2021
- Led the successful implementation of SafeSend Returns (2016) and SafeSend Organizers (2021) within the firm, streamlining tax return processes and enhancing client experience
- Trained new employees on tax processing and SafeSend tools, ensuring consistent and accurate delivery of services
- Managed the assembly and preparation of tax returns for individuals, corporations, estates, multi-state returns (Federal, State, and City), 5500 returns, and ACA reporting
- Coordinated with clients regarding due dates for returns and quarterly tax payments, ensuring timely and accurate filing
- Utilized billing software to track and input time billed to clients, ensuring proper documentation and accurate client billing
Executive Assistant
SOMERSET CPAs, P.C.
01.2002 - 01.2003
- Supported the President and four Partners with a variety of administrative tasks, including drafting correspondence, valuations, preparing memos, and organizing client meetings
- Managed time entry for partners, ensuring accurate billing of time and reimbursement of expenses
- Served as the first point of contact for clients and visitors, ensuring a professional and welcoming office environment
Administration – Mail Room/File Room Clerk
SOMERSET CPAs, P.C.
01.2001 - 01.2002
- Managed mail distribution and handled outgoing mail, ensuring timely processing to meet tax deadlines
- Organized client files and maintained an efficient filing system in accordance with record retention policies
- Arranged meeting rooms for internal and external events and supported the team by handling logistical tasks like lunch orders and running errands
Redstone Federal Credit Union
01.1999 - 01.2001
Mozzarella’s Restaurant
01.1997 - 01.1999
Cheddar’s Restaurant
01.1996 - 01.1997
Lincoln National Life Reinsurance Company
01.1995 - 01.1996
Education
Calhoun Community College - Business, Criminal Justice
Calhoun Community College
Huntsville, Alabama01.1999
Indiana University-Purdue University of Fort Wayne - Business, Computer Science
Indiana University-Purdue University of Fort Wayne
Fort Wayne, Indiana01.1997
Skills
- Customer Service
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Dependable and Responsible
Training
- Microsoft Products (Outlook, Excel, PowerPoint, Word)
- CCH ProSystem/Axcess Tax and Practice
- Box
- Sharefile
- SendIt Certified
- Adult CPR
- CPR Adult, Child & Infant
Certification
- Success Coaching Level 5 CSM
- SafeSend Leadership Program
Success Coaching Level 5 CSM
Success Coaching is a Customer Success Executive Eduction Certificate Program with the University of San Francisco. This program will help you build your knowledge, skills and confidence through targeted lessons, live group coaching call, templates and more. It covers all facets of the customer lifecycle and teach you how to effectively conduct the activities at each stage. Examples include managing account relationships, upselling, personal playbooks and active listening.
Timeline
Senior Customer Success Manager
SAFESEND
01.2021 - Current
Tax Processing Manager
SOMERSET CPAs, P.C.
01.2003 - 01.2021
Executive Assistant
SOMERSET CPAs, P.C.
01.2002 - 01.2003
First Indiana Bank
01.2001
Administration – Mail Room/File Room Clerk
SOMERSET CPAs, P.C.
01.2001 - 01.2002
Redstone Federal Credit Union
01.1999 - 01.2001
Mozzarella’s Restaurant
01.1997 - 01.1999
Cheddar’s Restaurant
01.1996 - 01.1997
Lincoln National Life Reinsurance Company
01.1995 - 01.1996
Indiana University-Purdue University of Fort Wayne - Business, Computer Science
Indiana University-Purdue University of Fort Wayne
- Success Coaching Level 5 CSM
- SafeSend Leadership Program
Calhoun Community College - Business, Criminal Justice
Calhoun Community College
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