Summary
Overview
Work History
Education
Skills
Timeline
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Charles Green

Fort Lauderdale,Fl

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 team leader with robust background in customer relationship management.

Overview

8
8
years of professional experience

Work History

Payroll Support

Paycor
12.2022 - Current
  • Demonstrated strong interpersonal and time management skills in a fast-paced environment to ensure all client needs are met
  • Conducted engaging Zoom presentations to consult with premium clients on complex payroll, tax, and HR issues
  • Collaborated cross-functionally with internal teams supporting Benefits, Time, Implementation, IT, and Tax
  • Educated clients on product enhancements, services, and platform changes
  • Troubleshot software and system outages with clients, ensuring timely resolutions
  • Maintained high levels of client satisfaction among a base of 20 clients with multiple contacts per client.
  • Ensured timely completion of audits by providing accurate financial information and supporting documentation.
  • Advocated on behalf of clients within the community, connecting them with essential resources for ongoing support and success.
  • Supported company growth by efficiently integrating newly acquired companies into existing payroll systems.
  • Contributed to a positive work environment by collaborating with team members in sharing insights, providing feedback, and supporting each other''s professional growth.
  • Streamlined communication among teammates by establishing clear channels for feedback and support.

Relationship Account Manager

ADP
06.2020 - 12.2022
  • Proactively ensured client satisfaction, retention, and oversight of the entire client experience by offering best practices, consultative support, guidance, and HR advice
  • Conducted regular conference calls and client visits to maintain strong relationships
  • Leveraged ADP product and services knowledge to address client issues and questions effectively
  • Identified new service and product opportunities, coordinating with Sales as necessary
  • Excelled in a structured environment, prioritizing tasks, organizing workflow, and providing prompt follow-up
  • Analyzed existing systems, interface requirements, and business processes to optimize client solutions.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.
  • Negotiated contract terms with clients, securing favorable agreements for both parties.
  • Used analytical skills to track and report on account performance metrics, providing insights for future growth opportunities.
  • Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
  • Coordinated cross-departmental efforts to execute successful marketing campaigns for key accounts.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.

Auto Finance Funding Associate

Capital One
12.2018 - 08.2020
  • Utilized excellent communication skills to create strategic deals and goals with dealerships
  • Reviewed underwriting structures for COAF, ensuring compliance and accuracy
  • Partnered successfully with peers to achieve operational alignment and mutual objectives
  • Reviewed complex loan documents and ensured they reflected the intentions of credit approvals
  • Coordinated pre-closing requirements with internal and external clients, resolving issues to ensure timely closings.
  • Ensured accuracy of client information, verifying data collected during the application process and updating records as needed.
  • Assisted clients in understanding complex financial documents required for completing their loan applications successfully.
  • Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
  • Set up and completed loan submission packages.
  • Assisted loan officers with origination and closing processes to fastrack procedures and promote teamwork.
  • Prepared documents for underwriting by verifying client income, credit reports, and other information.
  • Increased customer satisfaction with timely responses to inquiries and providing thorough explanations of loan processes.
  • Improved loan processing efficiency by streamlining documentation and communication procedures.
  • Strengthened relationships with clients through consistent follow-up calls and personalized attention to their needs.
  • Maintained compliance with federal, state, and company regulations through regular review of updated guidelines.
  • Analyzed credit reports to determine eligibility of applicants and capacity for loan products.
  • Handled any conditions sent from underwriting departments.

Café Ambassador

Capital One
04.2018 - 12.2018
  • Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
  • Strengthened client relationships by providing personalized banking solutions and excellent customer service.
  • Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
  • Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.
  • Expanded client base through effective networking and referral generation, leading to increased business opportunities.
  • Increased cross-selling success by proactively identifying client needs and suggesting appropriate financial solutions.
  • Resolved customer complaints and disputes to maintain satisfaction and loyalty.
  • Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
  • Collaborated with branch team members to improve overall performance and achieve sales targets consistently.
  • Cultivated strong customer relationships by providing tailored advice and services.
  • Implemented strategies to increase customer retention, enabling investment growth.
  • Facilitated customer transactions, including deposits, withdrawals and transfers.
  • Analyzed customers' financial information to deliver personalized account guidance.
  • Enhanced reputation as a trusted advisor with clients through consistent delivery of high-quality financial guidance and support.
  • Developed strong rapport with local businesses, positioning the bank as a preferred partner for commercial banking services.
  • Performed thorough analyses on credit applications, minimizing loan default risks while adhering to regulatory compliance standards.

Customer Care Professional

American Express
07.2017 - 04.2018
  • Achieved higher sales conversion rates by upselling products and services based on individual customer needs.
  • Collaborated with team members to improve overall performance, sharing best practices and pooling resources for optimal results.
  • Participated in ongoing professional development opportunities to continuously enhance customer care skills and knowledge.
  • Enhanced customer satisfaction by addressing and resolving customer inquiries and complaints in a timely manner.
  • Surpassed performance metrics in key areas such as average handle time, quality assurance scores, and resolved cases per day.
  • Maintained comprehensive product knowledge, staying up-to-date on new features and offerings to better assist customers.
  • Managed high-stress situations calmly and effectively, diffusing tense interactions between customers and staff members when needed.
  • Developed strong relationships with clients through consistent follow-up, ensuring their ongoing satisfaction and loyalty to the brand.
  • Reduced customer churn rate with effective problem-solving skills and empathetic communication techniques.
  • Handled escalated calls with professionalism and diplomacy, working towards resolutions that satisfied both customers and the company's interests.
  • Streamlined company processes for better efficiency, managing high call volume while maintaining exceptional service.

Teller

TD Bank
02.2016 - 06.2017
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Processed customer transactions promptly, minimizing wait times.
  • Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
  • Assisted customers with account inquiries, resolving issues promptly and professionally.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
  • Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
  • Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.

Retail Sales Associate

AT&T
02.2016 - 06.2017
  • Greeted customers and helped with product questions, selections, and purchases.
  • Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
  • Answered questions about store policies and addressed customer concerns.
  • Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
  • Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
  • Collaborated with team members to meet and exceed monthly sales targets consistently.
  • Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
  • Increased sales revenue through effective product recommendations tailored to individual customers.

Education

Pursuing Mass Communications -

Broward College
Davie, FL
01.2012

Skills

  • Payroll support
  • Remote Support
  • Ticket management
  • Escalation Handling
  • CRM software expertise
  • Software Maintenance
  • Customer Support
  • Mac systems
  • Problem-Solving
  • Time Management
  • Customer Service
  • Teamwork and Collaboration
  • Attention to Detail
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Excellent Communication
  • Organizational Skills
  • Service support
  • Client Engagement
  • Team Leadership
  • Risk Management
  • Portfolio Growth
  • Cash Handling
  • Product Knowledge
  • Account Management
  • Critical Thinking
  • Public Speaking
  • Regulatory Compliance
  • Microsoft Teams
  • Microsoft Forms

Timeline

Payroll Support

Paycor
12.2022 - Current

Relationship Account Manager

ADP
06.2020 - 12.2022

Auto Finance Funding Associate

Capital One
12.2018 - 08.2020

Café Ambassador

Capital One
04.2018 - 12.2018

Customer Care Professional

American Express
07.2017 - 04.2018

Teller

TD Bank
02.2016 - 06.2017

Retail Sales Associate

AT&T
02.2016 - 06.2017

Pursuing Mass Communications -

Broward College

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Charles Green