Amber Hokenson
Fairport,NY
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic teammate with a robust background in customer relationship management.
Overview
5
5
years of professional experience
Work History
Account Manager
Benefit Resource
08.2022 - Current
- Updates and maintains participant accounts set up in proprietary databases and performs database audits to ensure timely and accurate enrollment and funding of participant accounts.
- Trained 50+ clients on the utilization of BRI Employer website portal, serving as the primary point of contact; facilitated seamless transition through re-enrollment as their account transitioned into a new plan year.
- Provides quick resolution of client concerns and participant escalations on a daily basis via email and phone communications.
- Creates and manages client cases and plan update requests in Salesforce as needed.
- Maintains expertise on current state and federal laws and regulations affecting benefits including, but not limited to, Section 132, Section 125, Section 223 and Section 105 Plans HIPAA, FMLA and COBRA
- Builds, maintains, and shares cross-departmental knowledge internally as applicable to client relationships and internal processes.
Customer Support Specialist
Payment Processing Consultants
03.2022 - 06.2022
- Liaison with 4 major credit card processors to onboard new clients and resolve client issues or questions through research and investigation to ensure resolution within internal SLA metrics.
- Collaborated with the Sales team on key client success factors including: onboarding new clients, directing potential sales leads, and sourcing critical equipment
- Acted as project manager on software package buildout with major credit card processors.
- Key tasks included determining the specs required; managing project timeline, quality, and risks; and ensuring successful install for clients.
Customer Service
Grow Generation, Shopify
08.2021 - 02.2022
- Increased cross-departmental senior leadership understanding of the fulfillment process using Heroku and Performed gap analysis to identify a key roadblock preventing tracking of invoices to Accounts Payable.
- Utilized Gorgias to help maintain customer satisfaction despite ongoing challenges with supply chain management delays and cost of shipping fluctuations.
- Promoted new products and services to existing customers, driving revenue growth and satisfaction.
- Processed customer orders and inquiries via phone, email and, in-person communication to foster top-quality service delivery.
Customer Service / Quoting
Studco Building Systems
06.2019 - 08.2021
- Lead new hire training and development, acting as the subject matter expert and mentor for incoming employees.
- Identified a gap in quality in the fulfillment process, leading to inefficiency and lower quality passed on to customers.
- Used organizational efficiency principles such as Lean, Six Sigma, and project management to develop a process resulting in increased consistency of meeting KPI goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Stockroom Clerk
Surmotech
09.2018 - 06.2019
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery
- Shelved new and returned inventory according to proper storage procedures
- Completed cycle counts and full inventory audits
- Received incoming merchandise and stored in correct stock locations
- Picked and packed order items
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels
Education
Bachelor of Arts - Business Administration
State University of New York (SUNY) College At Oswego; College of Business
Oswego, NY2015
Skills
- Business Tools: Microsoft 365 (Word, Excel, PowerPoint, Office, Teams), SharePoint, Smartsheet
- Adobe Suite
- CRM: Salesforce, Gorgias
- Role Specific Tools: Inventory Management (SAP, Epicor), Heroku, Shopify, NetSuite, IRIS
- Prioritizing Workflows
- Account Servicing Skills
- Customer Relationship Management
- Client Meetings
- Managing Multiple Tasks
- Order Processing
- Excellent Communication Skills
- Business Needs Assessment
Timeline
Account Manager
Benefit Resource
08.2022 - Current
Customer Support Specialist
Payment Processing Consultants
03.2022 - 06.2022
Customer Service
Grow Generation, Shopify
08.2021 - 02.2022
Customer Service / Quoting
Studco Building Systems
06.2019 - 08.2021
Stockroom Clerk
Surmotech
09.2018 - 06.2019
Bachelor of Arts - Business Administration
State University of New York (SUNY) College At Oswego; College of Business
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