Amanda Shumate
Morehead
Summary
Results-driven professional with strong expertise in customer relationship management, adept at coordinating complex processes and advocating for client needs. Proven ability to drive strategic initiatives and enhance operational efficiency. Eager to leverage technical proficiency and problem-solving skills as an Account Manager to support and grow client relationships.
Overview
12
12
years of professional experience
Work History
Account Manager
illumifin
Woodbury, MN
05.2025 - 07.2026
- Developed and maintained strong client relationships through proactive management of assigned accounts.
- Executed onboarding processes for new clients to enhance service delivery.
- Oversaw coordination, development, and facilitation of daily, weekly, and monthly client reports.
- Collaborated with internal departments to define and uphold business requirements for new and existing clients.
- Facilitated pricing and contract updates while overseeing project and departmental timeline development and management.
- Executed tactical planning and goal setting processes to optimize budget allocation and resource management.
- Coordinated meetings aimed at delivering essential business updates to both internal teams and external clients.
- Designed and executed presentations aimed at showcasing services to enhance client relationships.
- Promoted client needs to enhance enterprise objectives and support strategic goals.
Technical Account Manager - Premier Care
Gusto
Denver, CO
07.2023 - 02.2025
- Facilitated resolution of payroll, benefits, and platform technology challenges for major clients within a 130-account portfolio.
- Executed proactive outreach initiatives to safeguard account health and mitigate potential downstream errors.
- Reverse Wire Campaign resulting in 14 of our largest customers adopting reverse wire payroll, and mitigating nearly $160 million in annual financial risk and a positive ARR impact of $4.5 million.
- Monitored and updated knowledge of product offerings, service features, and pricing structures.
- Established and maintained customer relationships while managing expectations to ensure high levels of satisfaction.
Risk Operations Subject Matter Expert
Gusto
Denver, CO
03.2023 - 01.2025
- Developed and implemented strategies for handling risk inquiries, reducing wait times for customers and optimizing advocate efficiency.
- Facilitated wire transaction documentation for risk operations team to mitigate customer impact during SVB event.
- Analyzed payroll wire discrepancies and coordinated responses to RFI requests to ensure timely resolution of nachas-related issues.
Sr. Account Manager - Email Team
Gusto
Denver, CO
11.2021 - 07.2023
- Pitched, piloted and was a founding member of the company's first all email team.
- Completed benefits training.
- Lead trainings and host office hours to help IC's across the org with our most complex cases.
- Serve as Short term disability and Risk SME.
- Worked cross functionally with Gusto's engineering team to redesign the way the platform handles Short Term Disability Distribution payments.
- Involved in Affinity Group Leadership to enhance company's DEI initiatives and foster an inclusive work environment.
Account Manager - Concierge Care
Gusto
Denver, CO
08.2021 - 11.2021
- Payroll only team, providing phone and email support to assist small businesses with payroll and technical support.
- Maintained revolving email queue.
- Ramped quickly due to business need to resolve the most complex cases.
Technical Support Specialist - Tier 2 Support
TurboTax
Morehead, KY
12.2019 - 05.2020
- Customer service, phone and chat support for filing via website and desktop software.
- Tier 2 Support for the busy tax season. Assisted a team of 35 agents with complex tax support questions.
Personal Caregiver
FirstLight Home Care
Grayson, KY
10.2019 - 01.2020
- Provided compassionate support to elderly clients, assisting with daily living activities and promoting independence.
- Maintained a clean and safe environment for clients by performing light housekeeping and ensuring adherence to safety protocols.
Accounts Receivable Specialist
SVS Vision
Mount Clemens, MI
04.2014 - 04.2015
- Cash Posting
- Customer Service
- Created employee training materials for carrier specific billing and process for monitoring aging of accounts.
Education
Associate of Arts - Accounting
University of Phoenix
AZ09-2013
Skills
- Customer Relationship Management
- Technical Proficiency
- Problem Solving
- Payroll Knowledge
- Benefits Administration
- Project Management
- Team Collaboration
- Salesforce CRM
- Customer Service
- Microsoft Word & Excel
Timeline
Account Manager
illumifin
05.2025 - 07.2026
Technical Account Manager - Premier Care
Gusto
07.2023 - 02.2025
Risk Operations Subject Matter Expert
Gusto
03.2023 - 01.2025
Sr. Account Manager - Email Team
Gusto
11.2021 - 07.2023
Account Manager - Concierge Care
Gusto
08.2021 - 11.2021
Technical Support Specialist - Tier 2 Support
TurboTax
12.2019 - 05.2020
Personal Caregiver
FirstLight Home Care
10.2019 - 01.2020
Accounts Receivable Specialist
SVS Vision
04.2014 - 04.2015
Associate of Arts - Accounting
University of Phoenix