Jessica Fisher
Franklin Lakes,NJ
Summary
Customer Success and Account Management leader with 8+ years of experience driving retention, revenue growth, and client satisfaction across high-volume portfolios. Proven track record of managing 1,000+ accounts, exceeding sales and service KPIs, improving operational processes, and leading cross-functional initiatives. Data-driven and relationship-focused professional skilled in mitigating risk, increasing engagement, and delivering measurable customer outcomes.
Client service professional with robust history of managing client interactions and improving service processes. Proven ability to enhance client satisfaction and operational efficiency through effective communication and problem-solving. Reliable team collaborator with focus on achieving results and adapting to changing needs, showcasing strong organizational and interpersonal skills.
Overview
2027
2027
years of professional experience
Work History
Property Manager
Triton Management
12.2025 - Current
- Oversee daily operations for residential property portfolio, managing tenant relations, lease administration, and vendor coordination.
- Serve as primary liaison with legal counsel, communicating daily regarding lease disputes, compliance matters, evictions, and risk mitigation strategies.
- Prepare and review documentation for legal proceedings, ensuring accuracy and adherence to state and local regulations.
- Resolve escalations and maintenance issues while maintaining high resident satisfaction and operational efficiency.
- Monitor budgets, track payments, and mitigate financial risk through proactive account management.
- Partner with ownership and service providers to ensure compliance, service quality, and retention of residents.
Senior Customer Care Associate / Fraud Analyst
The Black Tux
01.2021 - 12.2025
- Support daily oversight of customer care and inventory request channels in a high-volume environment.
- Maintain 4.8–5.0 CSAT and 95–100% QA scores week over week.
- Proactively identify at-risk customer situations (inventory shortages, delivery delays) and implement recovery solutions to preserve satisfaction and revenue.
- Partner cross-functionally with operations and logistics teams to resolve escalations and improve fulfillment processes.
- Develop and deliver cross-training materials to improve team performance and service consistency.
- Conduct fraud analysis by reviewing transactions, identifying risk patterns, and mitigating financial loss while protecting customer experience.
- Collaborate with finance and risk teams to investigate suspicious activity and implement preventative controls to reduce chargebacks and revenue leakage.
Account Luxury Manager
The RealReal
01.2019 - 01.2021
- Managed portfolio of 1,000 luxury consignor accounts (70% active, 30% lapsed), driving engagement and reactivation initiatives.
- Met or exceeded monthly sales targets for 12 consecutive months.
- Conducted proactive outreach to strengthen client relationships, increase consignments, and reduce churn.
- Analyzed account trends and implemented targeted strategies to grow revenue within assigned book of business.
Senior Client Service Representative
The RealReal
01.2017 - 01.2019
- Led and coached team of 15 associates, improving service quality and operational performance.
- Created new SOPs for returns, escalations, and carrier partnerships (FedEx/UPS), increasing efficiency and resolution time.
- Spearheaded resolution of lost package claims, reducing financial risk and improving client trust.
- Maintained 95–97% customer satisfaction ratings (company goal: 85%).
Client Service Representative
The RealReal
01.2015 - 01.2017
- Delivered high-touch support to clients, maintaining 92–95% satisfaction scores.
- Led onboarding and training for new hires, including systems, soft skills, and service standards.
- Selected to manage social media response channels for high-visibility platforms.
Asset Protection Investigator
Saks Fifth Avenue
01.2014 - 01.2015
- Led district inventory and loss prevention initiatives through training and performance coaching.
- Conducted investigations, audits, and compliance reviews to reduce shrink and operational risk.
Loss Prevention & Operations Lead
Neiman Marcus – Last Call Studio
2010 - 01.2014
- Led store team to lowest shrink results company-wide while meeting or exceeding KPIs.
- Implemented visual deterrent strategies that reduced theft and improved overall customer experience.
- Acted as Manager on Duty, exceeding sales plans by 20% during leadership shifts.
Education
B.A. - Psychology, Concentration in Forensics & Criminal Justice
Fairleigh Dickinson University
Teaneck, NJSkills
- Client Relationship Management Account Retention & Reactivation Revenue Growth Customer Experience Strategy
- Cross-Functional Collaboration Performance Coaching Risk Mitigation Process Improvement
- Zendesk Gladly Salesforce Microsoft Office QA & KPI Reporting
- Client relations
- Creative and adaptable
- Customer service-focused
- Property management
- Payment collection
- Customer relations
- Training and mentoring
- Team building
- Fraud prevention
- Dispute resolution
- Fraud detection
- Account management
Affiliations
- Alpha Epsilon Phi Sorority – Fairleigh Dickinson University
- Held leadership roles supporting Fundraising & Philanthropy initiatives, planning and executing charitable events and donor engagement activities.
- Coordinated sister retreats and member engagement events to strengthen organizational culture and retention.
- Collaborated with executive board members to manage event logistics, budgeting, and cross-functional communication.
Timeline
Property Manager
Triton Management
12.2025 - Current
Senior Customer Care Associate / Fraud Analyst
The Black Tux
01.2021 - 12.2025
Account Luxury Manager
The RealReal
01.2019 - 01.2021
Senior Client Service Representative
The RealReal
01.2017 - 01.2019
Client Service Representative
The RealReal
01.2015 - 01.2017
Asset Protection Investigator
Saks Fifth Avenue
01.2014 - 01.2015
Loss Prevention & Operations Lead
Neiman Marcus – Last Call Studio
2010 - 01.2014
B.A. - Psychology, Concentration in Forensics & Criminal Justice
Fairleigh Dickinson University
COMMUNITY INVOLVEMENT
Volunteer support for programs assisting mothers and children in underserved communities; facilitated mentorship and training initiatives.