Summary
Overview
Work History
Education
Skills
Timeline
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Jessica Harman

Waynesboro, Pennsvlvania,PA

Summary

Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.

Overview

14
14
years of professional experience

Work History

Account Manager

Fiserv
Hagerstown, MD
05.2022 - Current
  • Manage a portfolio high profile clients (4 million +)in support of their merchant services account with Fiserv
  • Responsible for retention of accounts, business development support, relationship building, contract negotiation and pricing, customer satisfaction and cross selling of additional products and services.
  • Liaised with external customers and internal departments to provide and gather information enabling customer requirements to be met
    Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms
  • Support clients with new projects, and credit card services for their business.
  • Submit Projects to add new services for high profile accounts.
  • Responsible for setting up meetings for clients to go over services or issues that may arise.
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms
  • Researched emerging industry trends, applications and concepts to enhance products and services

Business Solutions Client Manager

Fiserv
Hagerstown, MD
12.2020 - Current
  • Supports the retention and growth of a client portfolio and assures client satisfaction by maintaining overall relationship with clients
  • Provides ongoing relationship development through proactive engagement, integrated with digital nurturing, to increase revenue retention within an assigned vertical
  • Responsible for direct resolution of simple inquiries and facilitation of resolution for moderate to complex inquiries through coordination with customers and other internal Fiserv areas
  • Must maintain clear and open communication regarding complex subject matter such as pricing model, funding, and compression management
  • Works with small to mid-tier accounts with multi product platforms/environments to deepen penetration of Fiserv products and services
  • Creates and maintains accurate and up-to-date customer profiles including contract information, communication logs, and product matrix
  • Educates customers on relevant industry information and provides training products, reporting, and self-service tools
  • Other duties as required and directed by management.
  • Managed over 30 customer calls per day
  • Improved operations through consistent hard work and dedication
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting

Select Service Advisor

Fiserv
Hagerstown , MD
12.2016 - 06.2018
  • Assisting Business Consultants thru FDIS system with merchant accounts that they have set up that may need assistance with rate review, checking account changes, and account maintenance, billing questions, refunds, and calling out to clients to go over statement
  • Received inbound and made outbound calls on merchant inquiries for level 2 support.
  • Support any needs when the client calls.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution
  • Actively listened to customers' requests, confirming full understanding before addressing concerns

Sears Fraud Specialist

CITI CORP
Hagerstown, Maryland
10.2009 - 12.2012
  • Customer service, investigate accounts to look for fraud issues, security closure of client's credit card accounts, and report Fraud issues to management
  • Also cross trained in Macys Fraud
  • Receive inbound calls from clients about their accounts, review for fraud issues and retain.
  • Worked flexible hours across night, weekend and holiday shifts
  • Used Microsoft Word and other software tools to create documents and other communications
  • Learned new skills and applied to daily tasks to improve efficiency and productivity
  • Exceeded goals through effective task prioritization and great work ethic

Account Executive

First Data - Fiserv
Hagerstown, MD
07.1999 - 05.2007
  • Solicit businesses for Merchant Services processing, Call on assigned accounts to maintain existing bankcard processing relationships, assure the profitable pricing of Merchant Relationships, Meet established bankcard and POS goals, Prepare weekly and monthly sales reports as needed and remain knowledgeable in all phases of Merchant training and operational processes.

Education

High School Diploma -

Waynesboro Area High School
Waynesboro, PA
06.1999

Skills

  • Microsoft Excel, word, power point, outlook and sharepoint, teams, mainframe
  • Pays attention to detail
  • Learns quickly
  • National accounts
  • Strategic planning
  • Goals and performance
  • Account oversight
  • Coordinating documents
  • Prioritizing workflows

Timeline

Account Manager

Fiserv
05.2022 - Current

Business Solutions Client Manager

Fiserv
12.2020 - Current

Select Service Advisor

Fiserv
12.2016 - 06.2018

Sears Fraud Specialist

CITI CORP
10.2009 - 12.2012

Account Executive

First Data - Fiserv
07.1999 - 05.2007

High School Diploma -

Waynesboro Area High School

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Jessica Harman