Jenny Oquendo-Price
Fort Lauderdale,FL
Summary
Enthusiastic Client Success Manager offering expertise in client satisfaction by proactively understanding their needs, providing support by identifying opportunities for growth and ultimately driving customer retention and advocacy.
Overview
14
14
years of professional experience
Work History
Client Success Manager
FIS
07.2022 - Current
- Managed portfolio of approximately 36 accounts in Credit Union Division, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Developed customized account plans for clients to help them achieve their business goals.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Contribute to Business review documents and delivery
- Knowledgeable of stated contractual terms and commitments to ensure service level agreements for each client are met
- Served as primary point of contact between clients and company personnel, facilitating effective communication channels.
Service Manager
Fiserv
07.2020 - 07.2022
- Support high revenue Commercial Mid-Market portfolio in partnership with Relationship Manager
- Champion day-to-day inquiries with assigned relationships
- Escalation point of contact for resolving both internal and external issues
- Operational support for account maintenance, project support, system enhancements, certifications, implementations/product solutions, alert/communications, association releases/regulatory changes, equipment/ software, 3rd party liaison
- Contribute to business review documents and delivery
- Knowledgeable of stated contractual terms and commitments to ensure service level agreements for each client are met
- Adept at identifying, evaluating solutions for sustainable, continuous processing improvement environment
- Adhere to contractual terms and commitments to ensure service level agreements for each client are met
- Collaborate with client and internal stakeholders to set priorities that enable clients to achieve their goals and objectives
Virtual Service Manager/Account Manager
Bank Of America Merchant Services
07.2010 - 06.2020
- Managed merchants in various industries including Travel & Entertainment, Supermarket, Retail and Petroleum responsible to retaining $5.6MM revenue and $5B in MasterCard/Visa volume.
- Developed operational education and client communication, communicate ongoing situation status to appropriate internal and external stakeholders
- Knowledge of stated contractual terms, and fee interpretation, client retention strategies and commitments to ensure compliance and service level agreements are met
- Managed complex projects and issues with ability to direct teams toward resolution
- Spearheaded executive escalations, interacted, and communicated with mid and senior levels of leadership across broad network of resources
- Identified, analyzed, and recommended processing improvement opportunities
- Contributed to business review documents and delivery
Education
Bachelor of Arts - Business Administration And Management
University of Phoenix
Tempe, AZ05.2027
Skills
- Client service optimization
- Process Improvement
- MS Office
- Teamwork and Collaboration
- Bilingual Fluent Spanish ( Read, Write, Articulate)
- Problem Solving
- Research and due diligence
- Account Management
- Client Engagement
Languages
Spanish
Professional Working
Timeline
Client Success Manager
FIS
07.2022 - Current
Service Manager
Fiserv
07.2020 - 07.2022
Virtual Service Manager/Account Manager
Bank Of America Merchant Services
07.2010 - 06.2020
Bachelor of Arts - Business Administration And Management
University of Phoenix