JAVAN CHANDLER
Atlanta,GA
Summary
Results-driven Account Management and Client Services professional with 10+ years of experience supporting B2B and consumer clients across financial services, technology, healthcare, and high-volume contact center environments. Proven track record of exceeding performance metrics, resolving complex issues, and building long-term client relationships through strong communication, analytical problem-solving, and cross-functional collaboration.
Overview
9
9
years of professional experience
Work History
Account Manager II
StubHub
07.2024 - Current
- - Resolve high-volume inquiries via phone, email, and chat, achieving 90% first-contact resolution and 97% customer satisfaction.
- - Manage 40+ broker accounts, ensuring timely execution, accurate documentation, and strong partner relationships.
- - Exceed KPIs, improving resolution rates by 20% and ranking in the top 10% for response time.
- - Partner cross-functionally to streamline workflows, reduce repeat tickets by 15%, and improve customer experience.
- Managed client relationships to ensure satisfaction and retention.
PRM Relationship Manager (E*TRADE)
Morgan Stanley
08.2023 - 07.2024
- - Supported Premium and general-tier clients across multiple channels, maintaining satisfaction among Premium clients.
- - Processed brokerage transactions, wires, ACH, and ESPP activity; opened 50+ accounts with zero errors.
- - Strengthened client relationships, improving retention while ensuring regulatory compliance.
- Cultivated strong client relationships through proactive communication and personalized service strategies.
Client Support Services
Morgan Stanley Wealth Management
04.2022 - 08.2023
- - Resolved 95% of inquiries within 24 hours across Cash Management and digital platforms.
- - Guided clients through complex financial inquiries, contributing to a 15% increase in satisfaction scores.
Claim Adjuster
Assurant (TWG)
11.2018 - 01.2020
- - Adjudicated 15+ claims daily with 98% accuracy, meeting all regulatory deadlines.
- - Reduced escalations by 10% through clear policy interpretation and efficient claim resolution.
- Evaluated and processed insurance claims, ensuring compliance with policy guidelines and regulations.
- Investigated claim details through effective communication with clients and service providers.
Technical Support Agent
Comcast / Servicom
02.2017 - 10.2018
- - Resolved 80% of technical issues on first contact, improving customer satisfaction and reducing callbacks.
- Managed escalated issues by providing timely resolutions and maintaining communication with clients.
- Collaborated with team members to enhance service delivery processes and customer satisfaction.
- Resolved customer inquiries through effective troubleshooting and product knowledge.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Diagnosed system errors with meticulous attention to detail, ensuring accurate solutions were provided.
Education
Associate Degree - Audio Production
Art Institute of Atlanta
Atlanta, GA12-2018
High School Diploma -
Thomas Jefferson High School
Rockford, IL05-2011
Skills
- Account Management
- Client Relationship Building
- Customer Success
- B2B & B2C Support
- Financial Services Operations
- Issue Resolution
- Escalation Management
- Cross-Functional Collaboration
- Process Improvement
- CRM & Case Management Systems
- Regulatory Compliance
- High-Volume Contact Centers
- Analytical Problem Solving
- Time Management
- Conflict Resolution
- Written & Verbal Communication
Timeline
Account Manager II
StubHub
07.2024 - Current
PRM Relationship Manager (E*TRADE)
Morgan Stanley
08.2023 - 07.2024
Client Support Services
Morgan Stanley Wealth Management
04.2022 - 08.2023
Claim Adjuster
Assurant (TWG)
11.2018 - 01.2020
Technical Support Agent
Comcast / Servicom
02.2017 - 10.2018
Associate Degree - Audio Production
Art Institute of Atlanta
High School Diploma -
Thomas Jefferson High School