Debra Johnson
Jacksonville,FL
Summary
Dynamic Account Representative with proven skills in customer engagement and CRM proficiency. Specialized in strategic relationship building, driving customer satisfaction, and implementing customized account plans.
Overview
13
13
years of professional experience
Work History
Account Representative III
ADT Security Services
Jacksonville, FL
03.2013 - Current
- Managed customer accounts, ensuring accurate billing and timely service delivery.
- Developed strong client relationships, enhancing customer satisfaction and retention rates.
- Conducted regular account reviews to identify upsell opportunities and address client needs.
- Collaborated with cross-functional teams to resolve complex customer inquiries efficiently.
- Trained new representatives on product offerings and best practices for account management.
- Analyzed account performance data to drive strategic decisions and improve service offerings.
- Implemented process improvements that streamlined workflows and reduced response times for client issues.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Contacted customers to assess satisfaction and current needs.
- Kept detailed records of customer interactions for optimal traceability.
- Implemented customized account plans to meet individual client needs.
- Managed a portfolio of multiple accounts, ensuring timely delivery of products and services while maintaining strong relationships with clients.
- Analyzed accounts for delinquencies and other ongoing issues.
- Retained high-value clients by providing exceptional support and personalized service.
- Resolved client disputes professionally, contributing to enhanced brand reputation and client trust.
- Collaborated with other departments to address customer needs and service requests.
- Developed and implemented strategies to improve customer retention and loyalty.
- Supported customer satisfaction through regular follow-up and communication.
- Processed client payments and updated accounts.
- Strengthened company reputation with exceptional service, handling client concerns with professionalism and patience.
- Streamlined invoice and billing processes for clients, making transactions smoother and less time-consuming.
- Tailored communication strategies for different client segments, resulting in more effective and impactful interactions.
- Built relationships with customers and community to promote long term business growth.
- Stayed current on company offerings and industry trends.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Recorded accurate and efficient records in customer database.
Education
High School Diploma -
William M. Raines
Jacksonville, FLSkills
- Customer engagement
- CRM proficiency
- Customer relationship management
- Account management
Timeline
Account Representative III
ADT Security Services
03.2013 - Current
High School Diploma -
William M. Raines