JENNIFER LEWIS
Atlanta,GA
Summary
Account manager with a proven track record at Legacy Group, leveraging Salesforce and Excel to enhance client satisfaction and retention. Expertise in strategic planning and team training, resulting in a 30% reduction in claim resolution time. Committed to efficiency and excellence in client services, driving measurable improvements in performance.
Overview
16
16
years of professional experience
Work History
Account Manager
The Legacy Group
Atlanta, Georgia
11.2024 - Current
- Managed client relationships, resulting in high satisfaction and retention rates.
- Resolved customer complaints promptly, improving service quality and client trust.
- Formulated strategic plans to align with client expectations and achieve measurable outcomes.
- Utilized CRM systems to track interactions and manage accounts effectively.
- Trained junior staff on best practices in account management to enhance efficiency.
Claims Adjuster
Safe-Guard
Atlanta, GA
01.2024 - 10.2024
- Claims Resolution: Coordinated resolution of 50+ daily automotive claims, addressing issues with tires, windshields, and maintenance through direct client interaction and vendor collaboration (e.g., SafeLite).
- Process Efficiency: Streamlined claim resolution process, achieving 30% reduction in average resolution time through implementation of standardized tracking system in Google Sheets.
- Customer Satisfaction: Achieved 95% satisfaction rate in ACD call center by resolving escalations within 24 hours.
Client Services Representative II
ADP
Alpharetta, GA
01.2022 - 10.2023
- Payroll Management: Processed payroll for 150-200 SMB clients, ensuring compliance with federal, state, and tax regulations to maintain client trust.
- System Optimization: Trained 50+ clients on ADP Workforce Now, reducing payroll processing errors by 20% through tailored onboarding sessions.
- Issue Resolution: Resolved 100+ monthly batch/deposit discrepancies by auditing payroll registers and collaborating with finance teams to ensure accurate financial reporting.
Dealshield Client Advisor
Cox Automotive
Atlanta, GA
11.2016 - 12.2020
- Risk Mitigation: Designed protection programs for 200+ auto dealers, decreasing client losses by 15% through tailored risk assessments.
- Led outbound campaigns retaining 30% of at-risk clients through customized service bundles.
- Partnered with sales and IT to streamline CRM workflows, reducing case resolution time by 25%.
Client Services Administrator
World Pay
Atlanta, GA
01.2010 - 08.2016
- Account Management: Managed 500+ merchant accounts, conducted rate reviews that enhanced retention by 35%.
- Technical Support: Addressed 90% of POS system issues (hardware/software) within SLA, minimizing merchant downtime.
- Team Leadership: Onboarded 50+ new hires on billing systems (CIS), reducing onboarding time by 40%.
Education
Some College (No Degree) - Nursing
Chattahoochee Technical College
Marietta, GASome College (No Degree) - Medical Assistance
Sanford Brown College
Atlanta, GASkills
- Client relationship management
- Salesforce and CIS applications
- Payroll compliance
- ADP SAP
- Excel Sheets
- Pivot tables and VLOOKUP
- ACD systems
- POS systems
Personal Information
Title: Client Account Manager
Timeline
Account Manager
The Legacy Group
11.2024 - Current
Claims Adjuster
Safe-Guard
01.2024 - 10.2024
Client Services Representative II
ADP
01.2022 - 10.2023
Dealshield Client Advisor
Cox Automotive
11.2016 - 12.2020
Client Services Administrator
World Pay
01.2010 - 08.2016
Some College (No Degree) - Nursing
Chattahoochee Technical College
Some College (No Degree) - Medical Assistance
Sanford Brown College