Jahanna Davis
Fort Worth,Tx
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
7
7
years of professional experience
Work History
Account Manager
Sutherland Global Services
Work From Home
04.2022 - Current
- Project for Toyota Motor Credit Corporation
- Daily responsibilities included, but are not limited to: State to state title transfers, detailed retail sales contract and lease contract review with clients, providing pay-off quotes, explaining per-diem, work closely with insurance companies to process total loss claims, managing customers file, handling disputes, resolving overpayments, first call resolution, and processing payments.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of 30 accounts daily, ensuring timely communication and effective problem resolution.
- Developed customized account plans for clients to help them achieve their business goals.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
Retention Specialist
Sutherland Global Services
Work From Home
09.2019 - 02.2022
- Contracted for AT&T
- Daily responsibilities included but are not limited to: Navigating multiple systems using multiple screens, responding to and resolving billing inquiries, tech support and troubleshooting, very high call volume, issuing credits and refunds, first call resolution, support via phone, chat, email, and text.
- Decreased customer retention rates by developing and implementing effective loyalty strategies.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Analyzed customer data to identify trends, providing valuable insights for retention initiatives.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Handled over 80+ calls per day.
Tech Support
Sutherland Global Services
Work From Home
11.2016 - 07.2019
- Contracted for Quicken Intuit
- Responsibilities included: Provide in-depth technical support with software and installation issues.
- Educated the customers on program operations which included but are not limited to: Adding two or more businesses within the program, reconciling accounts, how to link bank accounts, tracking spending vs.
- Income, and an array of other operations
- Received and left detailed notations on 80+ inbound contacts.
- Performed variety of technical, clerical and data processing duties to support research professionals.
- Assisted customers with technical support inquiries.
Education
GED -
Harris Stowe
St Louis, MO05.2012
Skills
- Types 63 WPM
- MS suite
- Kronos
- Quicken
- Quickbooks
- Salesforce
- Zendesk
- VPN
- Management
- MAC
- Account Servicing
- Needs Analysis
- Business Development
- Customer Relationship Management (CRM)
- CRM Proficiency
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Account Manager
Sutherland Global Services
04.2022 - Current
Retention Specialist
Sutherland Global Services
09.2019 - 02.2022
Tech Support
Sutherland Global Services
11.2016 - 07.2019
GED -
Harris Stowe