Joanna Dewey
Elkhorn,NE
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.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
Work History
Account Manager
Fiserv
09.2023 - Current
- Boosted sales numbers with proactive account servicing and diligent relationship-building..
- Educated clients on new products and updated account information to maintain high standards of client service.
- Developed and delivered engaging and polished presentations to highlight products and draw favorable competitor comparisons.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built credibility and trust to influence client's buying decisions.
- Trained, mentored and motivated staff to instill desire for superior performance.
- Partnered with internal resources to present additional value and expertise to clients.
- Established client and market priorities to execute strategic course of action.
- Engaged functional areas across prospect or client organizations to uncover future business opportunities.
- Increased profitability and lifetime customer value by coordinating go-to-market strategy, implementation and post-sales service experience.
- Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
- Developed creative presentations, trend reports, kitted assets, and product data sheets.
ATM Implementation Specialist
Fiserv
03.2019 - 09.2023
- Acting as primary project contact for clients and internal groups.
• Taking projects from original concept through final implementation working with internal resources and external customers.
• Providing continuous project feedback and status updates to key stakeholders.
• Developing project plans and related task lists as necessary and updating plans accordingly.
• Working with the client to determine parameter settings and keying parameters into proprietary databases.
• Managing multiple implementation tasks with other internal groups to ensure project completion in accordance with client requirements.
• Developing and maintaining professional client relationships and managing expectations with respect to live dates and other key timelines.
• Maintaining accurate and complete documentation and procedures identified throughout the project relating to new product/feature functionalities.
• Working with project managers and project teams to ensure internal project audit points are managed and tracked.
• Developing and maintaining consistent standards for project status reporting for internal and external purpose.
Electronic Banking Project Specialist
Fremont Bank
01.2015 - 07.2015
- Test Script writing
- Beta testing, and procedures writing
- Leveraged sales expertise to promote card use and capitalized on upsell opportunities.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Entered customer interaction details to track requests, document problems and record solutions offered.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Suggested new procedure to persuade cancelling customers to stay with company, resulting in average of 85% decrease in cancellations.
VP, Sr. Client Services Manager
Beneficial State Bank
12.2010 - 04.2014
- Identified opportunities to improve business process flows and productivity
- Increased company growth through collaboration with sales and marketing departments.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Established performance goals for department and outlined processes for achievement.
- Monitored industry trends, keeping current on latest changes and competition in industry.
- Identified and resolved issues between employees, promoting better collaboration and mutual respect.
- Mitigated regulatory risks by overseeing adherence to insurance and safety regulations.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Clarified roles, responsibilities and expectations of staff.
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
- Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
Education
High School Diploma -
Oakland Technical School
Oakland, United States06.2001
Skills
- FinTech and Banking
- Enterprise Service Delivery
- Incident Management
- Change Management
- Client Communication
- Effective problem solver
- Complaint resolution
- Team Building
- Exceptional telephone etiquette
- Negotiation expert and Sales expertise
- Effective workflow management
- Technical Support
- Creative problem solving
- Microsoft Outlook, PowerPoint
- Jira, Business Analytics, eCRM
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Presentations - prepares PowerPoint presentations for Biweekly and monthly client success meetings with bank executive, to review top of mind items, projects, client 360 issues, commitment tracker, defects, and new products.
- Educate client on various Fiserv process and procedures, provide guidance on self help resources.
- Work with international teams and executives on outstanding issues and escalations.
- Visit clients yearly or as needed.
Timeline
Account Manager
Fiserv
09.2023 - Current
ATM Implementation Specialist
Fiserv
03.2019 - 09.2023
Electronic Banking Project Specialist
Fremont Bank
01.2015 - 07.2015
VP, Sr. Client Services Manager
Beneficial State Bank
12.2010 - 04.2014
High School Diploma -
Oakland Technical School