Jasmine Romero

Austin,TX

Summary

Results-driven Strategic Account Manager with over 5 years in payment processing and fintech. Manages client onboarding and account management for over 100 accounts, ensuring swift issue resolution and driving platform adoption. Enhances client satisfaction through proactive support and effective relationship management.

Overview

years of professional experience

Work History

Account Manager / Client Success Specialist

Global Payments Inc.

02.2024 - Current

Manage a portfolio of 100+ client accounts, serving as the primary point of contact for onboarding, support, and ongoing account success
Lead full-cycle onboarding, including system setup, dashboard configuration, and go-live execution for new clients
Provide continued post-launch support, ensuring long-term client satisfaction and retention
Monitored and managed multiple ticketing platforms, responding to client inquiries within 1 hour and resolving most issues within 24 hours to enhance client satisfaction
Work cross-functionally with internal teams and external partner organizations to ensure client needs are met from all stakeholders
Liaised between clients and partner companies, ensuring alignment and satisfaction to foster strong relationships
Recommended platform features and solutions to clients, enhancing their experience and driving adoption
Train clients on platform functionality and best practices to drive adoption and reduce support needs
Troubleshoot payment processing systems and POS devices, minimizing downtime and ensuring operational continuity
Operate with a high level of autonomy, managing daily responsibilities and client relationships with minimal supervision

Account Manager Analyst

NCR

11.2019 - 12.2023

Managed client communications and account support, ensuring timely inquiry resolution and maintaining high customer satisfaction
Conducted onboarding and platform training sessions, improving client adoption and usability
Identified upsell opportunities by analyzing client needs and platform usage
Generated account reports and insights to support client decision-making
Collaborated with internal teams to address client issues, enhancing service delivery effectiveness
Strengthened client relationships, contributing to retention and long-term account success
Participated in process improvements, streamlining team efficiency and reducing response times

Education

High School Diploma -

Premier High School

Austin, TX

06-2016

Skills

Account Management
Client Retention
Customer Success
Relationship Management
Client Onboarding
Implementation
Client Engagement
Service Level Management
Cross-Functional Collaboration
Client Reporting
Salesforce
CRM
Technical Troubleshooting
Issue Resolution
Adoption

Platform Training
Billing Solutions
Process Optimization
Excel
Google Drive
Microsoft Office Suite
Outlook
Word
Strong Communication
Problem-Solving
Critical Thinking
Time Management
Prioritization
Independent Work
Accountability

Accomplishments

Managed 100+ client accounts in a high-volume fintech environment
Maintained rapid response times (~1 hour) and issue resolution within 24 hours for most client requests
Led onboarding and implementation for new clients, improving adoption and time-to-launch
Selected to train new employees, demonstrating leadership and platform expertise
Recognized for strong client relationship management and proactive problem-solving

Timeline