Essence Dunk
Alpharetta
Summary
Results-driven professional with comprehensive experience in account management, focusing on building strong client relationships and driving business growth. Adept at negotiating contracts, resolving client issues, and aligning services with client needs. Proven success in fostering team collaboration and adapting to dynamic environments, showcasing excellent communication and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Account Manager
Novo
10.2023 - Current
- Monitor the merchant cash advance accounts receivable and identify overdue accounts.
- Service accounts by investigating problems and finding resolutions to help overcome customer objections about payments.
- Contact customers with overdue accounts and attempt to either collect the overdue amount or negotiate a payment plan to collect it in installments.
- Use credit bureau data, post office information, internet searches and other tools to try to locate customers who have moved or changed phone numbers.
- Communicate with customers via phone, email, working daily with Zendesk, Salesforce, and other CRM platforms.
- Utilize various billing and payment systems to research customer payments.
- Supporting A/R monthly closing, reporting and reconciliation.
- Process customer accounts and made billing adjustments.
Support Specialist
Barstool Sports
05.2021 - 09.2023
- Took ownership of project-based work within Customer Experience and Operations.
- Completed day-to-day escalations across Barstool Sports internal teams, customer support teams, and third-party product partners.
- Worked daily with Shopify, Zendesk, Jira suite, Tableau, Salesforce, Excel and Microsoft Office.
- Completed weekly customer feedback and insights related to tech, operations, and products to constantly improve customer experience.
- Managed sales activities of vast and versatile store by utilizing the best possible knowledge of products.
- Quickly learn from the basis, gain solid execution knowledge on Ecommerce and digital marketing.
- Exceeded weekly sales goals by recommending and upselling products and building new clientele.
- Developed customer service reports and analyzed customer service trends to identify areas of improvement.
E-Commerce Specialist
Ahava
Manhattan, NY
10.2017 - 02.2022
- Optimized product listings to enhance visibility and increase customer engagement.
- Analyzed customer data to identify trends and inform marketing strategies.
- Implemented inventory management best practices to reduce stock discrepancies.
- Collaborated with cross-functional teams to streamline order fulfillment processes.
- Developed targeted email campaigns that improved conversion rates and customer retention.
- Analyzed website data using Google Analytics, identifying areas for improvement and implementing necessary changes.
- Managed customer service inquiries and complaints for customer satisfaction.
Education
Master of Business Administration - Business Management
Metropolitan College of New York
Manhattan, New York09.2021
Bachelor of Business Administration - Marketing
Hampton University
Hampton, Virginia01.2016
Skills
- Account management
- CRM software
- Teamwork and collaboration
- Client relations
- Project management
- E-Commerce
- Strategic planning
Timeline
Account Manager
Novo
10.2023 - Current
Support Specialist
Barstool Sports
05.2021 - 09.2023
E-Commerce Specialist
Ahava
10.2017 - 02.2022
Bachelor of Business Administration - Marketing
Hampton University
Master of Business Administration - Business Management
Metropolitan College of New York