Dawn Valls Birge
Canby,OR
Summary
With almost 5 years of experience as an Account Executive , and 8 years in Client Services at Fiserv, and over 20 years in financial services, delivering exceptional service and value to clients in the card services industry. Six Sigma Yellow Belt certification, which reflects the commitment to quality and efficiency in every aspect of work. Passionate about building trust, collaboration, and innovation with clients, employees, across teams and functions. Core competencies include client liaison, client services, business relationship management, process improvement, leadership, and forward thinking. Successfully managed and expanded multiple client relationships, resulting in increased revenue, retention, and satisfaction. In leading a client services team , implemented various process improvements and best practices to enhance service delivery and operational excellence. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Account Executive
Fiserv
Portland, OR
05.2011 - Current
- Meet with clients in assigned book of business to build relationships, and listen to understand short and long term needs
- Drive repeat business to assigned clients
- Maintain active sales pipeline
- Increased sales year over year
- Consultative approach to to solve clients business needs through technology solutions
- Escalation point and issue management between internal and external clients
- Works with internal teams to ensure engagement is setup and transitioned from service delivery to sales phase.
- Contract renewals
Client Services Manager
Fiserv
10.2017 - 07.2019
- Provide staff with direction and leadership.
- Develop and retain staff by implementing training and mentorship to foster internal development
- Monitor performance and coaching
- Establish and maintain client expectations regarding system functionality on multiple platforms
- Maintain knowledge on payments industry trends
- Meet or exceeded department goals
- Opened 2 new offices in Lake Mary FL, and Frisco TX
- Trained 36 new hires
Supervisor- Card Services
Fiserv
05.2011 - 10.2017
- Assisting clients via telephone and email to resolve questions and concerns regarding system navigation, reports, settlement, card management, and corrections or adjustments
- Leads team of associates that are empowered and equipped with tools, resources, and confidence to take ownership of each client request
- Administering company policies, ensuring Client Services team meets department guidelines, service level agreements and customer satisfaction goals.
- Set and track performance metrics to department Manager
- Create and manage team schedules , time off requests and attendance to ensure adequate coverage.
Center Director
LA Weightloss
03.2003 - 09.2008
- Human Resources, specifically: recruiting, performance management, and schedule workplace scheduling
- Store business operations, including managing profit and loss, facility management, safety and security and banking, reassuring bank deposits are accurate
- Product management, including ordering, receiving, price changes, handling damaged products, and returns
- Team Development, facilitating staff learning training, and development
- Sales generation,, meeting and exceeding goals
- Division of responsibility,delegating responsibilities
- Opened new stores in Las Vegas and McMinnville and trained new managers
- Worked with marketing department on TV and Radio spots representing company
Wire Key Manager International Banking
Wells Fargo
01.1991 - 12.2001
- Liason between Foreign Exchange department and International banks Wells Fargo partners with
- Setting up outgoing wires and accounts for Foreign Correspondent banks
- Maintained systems and sent out test wires to correspondent Banks
- Worked closely with Foreign Exchange traders and processing their transactions
- Held various positions within Wells Fargo starting from Teller, Personal Banker,loans then working my way into Back office Operations and on to International Banking
Education
Portland State University
Portland, ORSkills
- Value Propositions
- Account Planning
- Pricing Strategy
- Customer Loyalty
- Customer Support
- Strategic Vision
- Growth Strategies
- Build Strong Relationships
- Customer Success
- Customer Engagement
- Revenue Generation
- Customer Relationship Management
- Pipeline Management
Websites
Certification
Six Sigma Yellow Belt Certification
Timeline
Client Services Manager
Fiserv
10.2017 - 07.2019
Account Executive
Fiserv
05.2011 - Current
Supervisor- Card Services
Fiserv
05.2011 - 10.2017
Center Director
LA Weightloss
03.2003 - 09.2008
Wire Key Manager International Banking
Wells Fargo
01.1991 - 12.2001
Portland State University