JESSICA BLAES
Lee's Summit
Summary
Client-focused National Account Coordinator with 6+ years of experience delivering exceptional customer service, managing complex inquiries, and supporting large client portfolios in fast-paced environments. Proven track record of strengthening client relationships, improving operational efficiency, and supporting revenue retention and organic growth. Known for quick problem-solving, cross-functional collaboration, and consistent achievement of quality and productivity targets. Holds a Bachelor of Science in Psychology, providing a strong foundation for understanding customer needs and enhancing client experiences. Seeking to bring my relationship-building and client advocacy skills to a Client Advocate role.
Overview
8
8
years of professional experience
Work History
National Account Coordinator
Abbott
Kansas City
03.2023 - Current
- Serve as the primary point of contact for key accounts, proactively addressing client needs with a high level of service and professionalism.
- Monitor program operations, billing, and reporting to ensure full alignment with customer expectations and contractual requirements.
- Identify and implement strategies that support organizational goals and operational improvements.
- Deliver client-focused solutions that strengthen relationships and enhance program stability.
- Contributed to Business Unit goals by retaining 92% of current customers and supporting organic growth of new and existing accounts.
- Resolve an average of 24+ client requests per day with consistent speed and accuracy.
- Manage complex, multi-step inquiries without impacting responsiveness to new incoming requests, demonstrating strong multitasking and time management.
Coordinator II
Abbott
Kansas City
01.2022 - 03.2023
- Built and maintained strong relationships with designated clinics and served as the main liaison for results retrieval and operational updates.
- Communicated cross-functionally with internal business units to share performance insights and drive improved.
- Analyzed clinic performance and turnaround time.
- Consistently met 100% productivity goals.
- Achieved 100% Quality Target throughout 2022, ensuring accuracy and reliability in all deliverables.
Coordinator
Abbott
Kansas City
04.2018 - 01.2022
- Delivered high-quality customer service to clinics and clients through timely phone and email support.
- Managed multiple inboxes efficiently, maintaining expected volume and response SLAs.
- Followed escalation protocols to ensure resolutions for cases outside standard turnaround times.
- Supported Business Unit goals by achieving 100% Quality Target every year from 2018 to 2021.
- Mentored and trained new hires, contributing to team development and onboarding success.
- Promoted a positive, solutions-oriented environment by collaborating effectively and recommending process improvements.
Education
Bachelor of Science - Psychology
University of Central Missouri
Warrensburg12.2010
Timeline
National Account Coordinator
Abbott
03.2023 - Current
Coordinator II
Abbott
01.2022 - 03.2023
Coordinator
Abbott
04.2018 - 01.2022
Bachelor of Science - Psychology
University of Central Missouri