EDNITA NAZARIO
Davenport
Summary
Dynamic Account Specialist III at JP Morgan Chase & Co, adept at enhancing client relationships and driving customer satisfaction. Proven expertise in billing resolution and team collaboration, successfully managing loyalty programs and resolving inquiries with effective solutions. Committed to delivering exceptional service and fostering long-term partnerships.
Overview
11
11
years of professional experience
Work History
Account Specialist III
JP Morgan Chase & Co
Remote
03.2024 - Current
- Assist customers with customized travel experiences through extreme ownership
- Resolve customer inquiries with root-cause solutions, focusing on short and long-term fixes
- Collaborate with teams for timely, accurate resolutions
- Negotiate effectively with vendors and customers for favorable outcomes
- Manage loyalty points, redemptions, and program exceptions efficiently
- Maintain high call quality and confidentiality
- Keep management informed of significant issues and propose corrective actions
- Cultivate strong relationships to enhance quality and service
JetBlue Vacations Customer Care PT
JetBlue Travel Product
Orlando
06.2022 - 04.2025
- Responded to customer inquiries via phone promptly and professionally.
- Assisted customers with vacation bookings, including flights and accommodations.
- Provided detailed information on destinations, travel packages, and services.
- Investigated and resolved complaints related to bookings and cancellations.
- Maintained knowledge of current travel trends and industry updates.
- Communicated travel itineraries and policies clearly to customers.
- Handled escalated ticketing issues while upholding JetBlue values.
- Monitored calls and digital interactions to analyze service performance and recommend training improvements.
Client Relationship Manager
GENEDX LABORATORIES
Gaithersburg
01.2021 - 01.2024
- Strengthened relationships with key accounts, fostering lasting connections and customer loyalty.
- Identified growth opportunities by exploring upsell and cross-sell strategies with existing clients.
- Collaborated with sales and client services teams to enhance overall client satisfaction.
- Proactively addressed potential issues, preventing escalation and ensuring seamless customer experiences.
- Educated new accounts on workflows, facilitating successful onboarding from first order.
- Built strong partnerships with customer stakeholders to maintain broad satisfaction across accounts.
- Managed phone interactions regarding billing inquiries with patients and insurance companies.
- Ensured accurate information was submitted for insurance billing processes.
Customer Service Team Lead
Biorference laboratories
New Jersey
01.2015 - 01.2021
- Delivered strong customer service by addressing needs via Salesforce tickets and Outlook.
- Oversaw daily patient and client callout tasks while managing inbound customer calls.
- Collaborated across departments to resolve client issues and escalated concerns.
- Coached associates, enhancing team performance and ensuring accountability.
- Managed customer service work schedules and facilitated training for new employees.
- Partnered with management to develop strategic operational models.
- Updated accounts and patient profiles, generating weekly departmental reports.
- Participated in weekly operations meetings to align team objectives.
Education
Associate of Arts -
Keiser University
Lakeland, FLSkills
- Client services and support
- Relationship management
- Team collaboration
- Billing resolution
- Reporting
- Research proficiency
- Document management
- Account administration
- Customer engagement
- Microsoft Office Suite
- Sabre and Worldspan
- Salesforce and CRM tools
- Communication platforms
- Expense management software
- Data visualization with Tableau
- Travel management systems
Languages
Advanced, Advanced
Languages
Spanish
Professional
Affiliations
- Collaborating with peers to enhance student engagement, coordinate communications, and support both online and in-person initiatives. Assisting with leadership, teamwork, and organizational skills while representing student interests.
References
References available upon request.
Timeline
Account Specialist III
JP Morgan Chase & Co
03.2024 - Current
JetBlue Vacations Customer Care PT
JetBlue Travel Product
06.2022 - 04.2025
Client Relationship Manager
GENEDX LABORATORIES
01.2021 - 01.2024
Customer Service Team Lead
Biorference laboratories
01.2015 - 01.2021
Associate of Arts -
Keiser University