Jaya Young
Owings Mills,MD
Summary
Customer-focused professional with successful 5-year career in the Identity Theft and Cyber Security sectors. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve client service processes and garner stellar customer feedback.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Partner Success Manager
Xcitium Inc.
08.2022 - 04.2023
- Managed a portfolio of strategic partners, serving as the main point of contact for all partner-related activities
- Built strong relationships with key partner stakeholders, fostering trust and collaboration
- Conducted regular business reviews with partners to assess performance, identify opportunities, and address challenges
- Collaborated cross-functionally with sales, marketing, and product teams to ensure seamless partner integration and customer success
- Negotiated and managed partner agreements, contracts, and service level agreements (SLAs)
- Proactively identified upsell and cross-sell opportunities within partner accounts and coordinated with the sales team to capitalize on them
- Resolved partner issues and concerns promptly to maintain high partner satisfaction and retention.
Client Services Manager
Sontiq Inc
07.2018 - 08.2022
- Developed and maintained strong relationships with key clients, serving as the primary point of contact for their needs
- Conducted regular business reviews with clients to identify opportunities for upselling and cross-selling
- Managed the onboarding process for new clients, ensuring smooth transitions and successful implementations
- Developed and implemented standardized processes to improve operational efficiency and enhance service delivery
- Collaborated with cross-functional teams to coordinate client projects and ensure successful outcomes
- Conducted training sessions for clients, educating them on product features and best practices
- Prepared and delivered regular performance reports to clients, highlighting key metrics and achievements.
Project Manager
Charm City Buyers
04.2023 - Current
- Planned, designed, and scheduled phases for large projects.
- Monitored project performance to identify areas of improvement and make adjustments.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Provided detailed project status updates to stakeholders and executive management.
- Identified plans and resources required to meet project goals and objectives.
Senior Resolution Specialist
Sontiq Inc
09.2014 - 07.2018
- Assisted customers who have experienced identity fraud with continuous follow up through to resolution/restoration
- Created case studies on frequent causes of identity fraud to educate customers and business owners and provided tips on how to avoid being a victim of future fraud
- Created SOPs for case resolutions following industry best practices regarding compliant communication and support while adhering to the Dodd-Frank Act, the Consumer Financial Protection Bureau (CFPB) and other consumer protection advocates.
- Helped team members develop skills and improve performance to maximize service and productivity.
Customer solutions specialist
TCC, LLC
12.2012 - 09.2014
- Maintained a large workload within a fast-paced environment
- Up-sold and cross-sold products and services by promoting additional options to increase sales and revenue.
- Assisted company in reaching high customer service ratings and gaining customer loyalty by providing effective follow-up calls for customers who reported issues.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
Education
Psychology
The Community College of Baltimore County
Catonsville, MDSkills
- Strong leadership and team management abilities
- Proficient in CRM software (eg, Salesforce)
- Account Management
- Excellent communication and presentation skills
- Strategic thinking and problem-solving mindset
- Analytical and data-driven decision-making capabilities
- Customer Service and Assistance
- Client Service Optimization
- Customer Retention
- Project Implementation
- Client Relationships
- Revenue Growth
Accomplishments
- 2019 Customer Impact Award (Sontiq Inc.)
- The Helping Hand Award (Sontiq Inc.)
Certification
- Certified Identity Theft Risk Management Specialist-Institute of Consumer Financial Education
- Certified FCRA (Fair Credit Reporting Act)
Timeline
Project Manager
Charm City Buyers
04.2023 - Current
Partner Success Manager
Xcitium Inc.
08.2022 - 04.2023
Client Services Manager
Sontiq Inc
07.2018 - 08.2022
Senior Resolution Specialist
Sontiq Inc
09.2014 - 07.2018
Customer solutions specialist
TCC, LLC
12.2012 - 09.2014
Psychology
The Community College of Baltimore County
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