Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jody Abbott

Salt Lake City,UT

Summary

Experienced account coordination professional with a track record in project management, client relations, and strategic planning. Emphasis on fostering team collaboration and achieving tangible results. Known for reliability, adaptability, communication, problem-solving, and organizational abilities.

Overview

30
30
years of professional experience

Work History

Senior Account Coordinator

Optum Bank
01.2023 - Current
  • Developed strong relationships with clients, resulting in increased loyalty and repeat business.
  • Collaborated closely with cross-functional teams to ensure seamless service delivery for clients.
  • Maximized client retention with proactive follow-ups, relationship-building activities, and personalized care initiatives.
  • Contributed to team success by consistently meeting or exceeding assigned targets pertaining to revenue generation or customer satisfaction metrics.
  • Boosted client satisfaction by effectively managing account portfolios and promptly addressing their concerns.
  • Managed multiple accounts simultaneously while maintaining high levels of accuracy and attention to detail.
  • Resolved escalated client complaints efficiently, minimizing negative impact on overall account health while maintaining professionalism at all times.
  • Streamlined internal processes for improved efficiency in handling client requests and inquiries.
  • Mentored junior account coordinators, promoting professional growth and skill development within the team.
  • Updated internal databases with account information to maintain concise, clear records.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Account Coordinator

Optum Bank
01.2018 - 01.2023
  • Streamlined communication between clients and internal teams for seamless project execution.
  • Ensured timely response to client inquiries by maintaining open lines of communication through email correspondence or phone calls.
  • Escalated issues to appropriate channels as necessary.
  • Developed strong relationships with key stakeholders, fostering trust and long-term collaboration between clients and agency partners.
  • Supported senior account managers in strategic planning initiatives aimed at growing existing accounts or acquiring new business opportunities.
  • Acted as a liaison between various departments within the organization, facilitating smooth collaboration on shared projects or initiatives.
  • Coordinated cross-departmental efforts to meet client needs, fostering collaborative environment and holistic service approach.

Client Service Consultant

Optum Bank/Wells Fargo Health Benefit Services
01.2015 - 01.2018
  • Provide great customer experience for employer groups, brokers and insurance agencies by following standard operations procedures.
  • Work closely with internal and external teams to ensure timely and accurate solutions to customer issues
  • Handle inbound/outbound e-mail and phone calls to resolve outstanding issues
  • Manage response and resolution of escalated issues with external and internal customers
  • Deliver outstanding service to build long term relationships
  • Responded to customer concerns with friendly, knowledgeable service, and resolved issues quickly to deliver prompt service.
  • Identified opportunities for upselling products and services, contributing to revenue growth for the company.

Operations Analyst 2

Wells Fargo Health Benefit Services
01.2011 - 01.2015
  • Job shared with Employer Customer Service Team to assist with calls, cases and emails and learning multiple new processes in a short time
  • Review, refine and create new standard operating procedures for the Claims/Return Items department
  • Excellent customer service skills, handle escalated outbound calls to account holders to resolve complex issues
  • Known as key subject matter expert (SME) for HSA ACH and check returns, provided team support and training for process and procedures
  • Process money movement within Accounts Payable/Accounts Receivable and internal general ledgers
  • Mentored with Project Manager to create and implement an internal audit process to ensure internal and corporate policies and procedures are adhered to.
  • Call center back up during the peak season
  • Obtained cross training with the Implementation team to provide staffing coverage during their peak season.
  • Administrative Assistant back-up

Accounting Assistant 2

Wells Fargo Health Benefit Services
01.2006 - 01.2011
  • Facilitated the hiring of external and internal team members, including creating the job requisition, prescreening, conducting interviews, and finalizing recommendations to the hiring manager
  • Team lead for a group of seven team members who were responsible for multiple incoming funding methods and ensuring timeliness and accuracy of postings for Regulation CC
  • Provided coaching to team members
  • Led excess contribution project, refining and creating a new process and procedure.
  • Streamlined the return items process which resulted in returns being processed within 24 hours versus 14 days
  • Successfully created and implemented the HBS internet ACH process.
  • Supported team through conversion from our legacy platform to Hogan
  • Assisted in the development of operational procedures to support our new environment in Hogan
  • Assisted in the creation of the new general ledger processing with the new Hogan platform

Private Client Services

Wells Fargo Investment Ops/Service Rep 2
01.2005 - 01.2006
  • Acted as liaison between the sales team and several lines of business
  • Worked effectively in fast-paced environments.
  • Executed in-depth training on operational procedures used to support the opening of new brokerage accounts
  • Assisted Manager and a team of 45 Sales Representatives in facilitating the opening of new accounts
  • Held responsibility for taking minutes and transcribing the notes for the weekly manager meetings
  • Self-motivated, with a strong sense of personal responsibility.
  • Contacted new clients to obtain missing information on brokerage account application



Return Items

Wells Fargo Accounting Operations Processor
01.1996 - 01.2005
  • Served as project lead on system enhancements that included adhering to regulatory and compliance guidelines.
  • Researched and resolved deposit outages, item posting issues, and rejected items.
  • Verified accuracy on data entry, generated reports, and reconciled and resolved out-of-balance issues.
  • Answered complex phone and written inquiries from both internal and external customers.
  • Facilitated training and provided quality feedback session to ensure quality control and accuracy.

Education

High School Diploma -

Hilcrest High School
Midvale, UT

Skills

  • Account retention
  • Interpersonal skills
  • Self motivation
  • Customer service
  • Relationship building
  • Account management
  • Problem-solving
  • Teamwork and collaboration
  • Microsoft office
  • Account reconciliation
  • Communication Skills

Timeline

Senior Account Coordinator

Optum Bank
01.2023 - Current

Account Coordinator

Optum Bank
01.2018 - 01.2023

Client Service Consultant

Optum Bank/Wells Fargo Health Benefit Services
01.2015 - 01.2018

Operations Analyst 2

Wells Fargo Health Benefit Services
01.2011 - 01.2015

Accounting Assistant 2

Wells Fargo Health Benefit Services
01.2006 - 01.2011

Private Client Services

Wells Fargo Investment Ops/Service Rep 2
01.2005 - 01.2006

Return Items

Wells Fargo Accounting Operations Processor
01.1996 - 01.2005

High School Diploma -

Hilcrest High School

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