Jessica Lee-Yu
Summary
Knowledgeable Renewals Account Manager at Great Minds with a proven track record in client engagement and customer service. Successfully increased retention through strategic account management and collaboration. Adept at pipeline management, I consistently deliver exceptional results while fostering teamwork and attention to detail in different working enviroments.
Overview
8
8
years of professional experience
Work History
Renewals Account Manager
Great Minds
01.2022 - Current
- Identified customer requirements, uncovered roadblocks and demonstrated strong account management and commercial capabilities to drive renewal to on-time closure.
- Increased customer retention by developing and implementing strategic account management plans.
- Collaborated cross-functionally to resolve client issues, ensuring timely resolutions and positive outcomes.
- Participated in regular sales meetings to discuss progress, challenges, and best practices within the renewals team.
- Form relationship with procurement departments and understand their process and timeline for annual purchases
Customer Success Representative-Special Accounts
Great Minds
08.2021 - 01.2022
- Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.
- Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner.
- Keeps clear and meticulous records of customer interactions through Salesforce – the organization’s Customer Relations Management (CRM) tool
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Digital Customer Success Representative
Great Minds
05.2021 - 08.2021
- Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner.
- Assists customers via incoming calls, voicemails, emails, live chat and web inquiries regarding digital product offerings, orders status, digital errors, website navigation, and platform functionality
- Identiy and report trending digital errors and issues to the appropriate Great Minds team(s) to prevent disruption of digital services
Virtual Conference Support
OpenWater Inc.
09.2020 - 06.2021
- Ensures virtual conferences run efficiently by hosting, troubleshooting and providing online support in-and-out of meeting rooms
- Sets the standard for customer service by achieving a 97% satisfactory rate from clients (highest rating within OpenWater, Inc.)
Client Account/Social Media Manager
Elements Massage
08.2017 - 09.2020
- Managed multiple social media platforms, ensuring a consistent brand voice and message.
- Monitored social media trends and emerging platforms, adopting new strategies to stay ahead of the competition.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Led various administration initiatives including scheduling, managing financials, staffing/new hire documentation, handling insurance clients, quality control, training, inventory management, newsletter design and social media management
Education
Bachelor of Arts - Communication Studies
Wayne State University
Detroit, MIMinor - New Media
Wayne State University
Detroit, MISkills
- Customer service
- Attention to detail
- Client Engagement
- Teamwork and collaboration
- Pipeline management
Timeline
Renewals Account Manager
Great Minds
01.2022 - Current
Customer Success Representative-Special Accounts
Great Minds
08.2021 - 01.2022
Digital Customer Success Representative
Great Minds
05.2021 - 08.2021
Virtual Conference Support
OpenWater Inc.
09.2020 - 06.2021
Client Account/Social Media Manager
Elements Massage
08.2017 - 09.2020
Bachelor of Arts - Communication Studies
Wayne State University
Minor - New Media
Wayne State University
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