JOHANNA DELANEY
Houston,USA
Summary
Proven Account Manager at NCO Financial Systems, adept in Portfolio Management and Client Relations, consistently exceeded targets through critical thinking and effective dispute resolution. Leveraged technical aptitude and investment knowledge to enhance client satisfaction and operational efficiency at SS&C Technologies, showcasing a results-driven approach with a focus on achievements.
Overview
20
20
years of professional experience
Work History
Chase Bank - ABME
Conroe, Texas
09.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Developed and maintained courteous and effective working relationships.
Investors Service Representative
SS&C Technologies
Kansas City, MO
11.2022 - 09.2024
- Maintained detailed records of client interactions and transactions, ensuring data accuracy and confidentiality.
- Utilized advanced software tools for tracking investments, identifying trends, and generating reports for clients' review.
- Managed over 200 client portfolios, accurately executing trades and monitoring performance on their behalf.
- Actively participated in continuing education programs to remain current on industry changes affecting client portfolios.
Resolution Specialist
Alliance Data
Columbus, OH
01.2017 - 04.2022
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience, while continuously ranking 'TOP 3' every month.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
Nurse Technician
Select Specialty Hospital
Columbus, OH
04.2006 - 01.2017
- Assisted nursing staff with essential tasks, ensuring efficient delivery of high-quality care to Acute patients.
- Improved patient care by providing compassionate and attentive support to patients during daily activities.
- Served as a reliable resource for patients, families, and fellow staff members by remaining approachable and knowledgeable about all aspects of nursing care.
- Managed time effectively while multitasking between various responsibilities within a fast-paced clinical setting.
- Provided prompt and accurate services such as CPR and first aid during emergencies.
Account Manager
NCO Financial Systems
Columbus, OH
04.2006 - 01.2017
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Achieved successful debt collection results. Consistently exceeded monthly targets, and met daily performance goals by utilizing negotiation skills and developing customized payment plans.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
Education
Nursing
Columbus State Community College
Columbus, OHSkills
- Portfolio Management
- Technical aptitude
- Critical Thinking
- Client Relations
- Product and Service Sales
- Account Management
- Data Interpretation
- Investment knowledge
- Microsoft Office
- Risk Assessment
- Dispute Resolution
Accomplishments
- Achieved being the first at Alliance Data's Broad Street location to be promoted straight out of training, through effectively helping clients by assisting customers with resolutions.
- Consistently earned high-quality scores during post interaction customer surveys.
- Developed new collections methods, increasing revenue generation consistently over the course of 5 years with NCO Financial Systems.
Timeline
Chase Bank - ABME
09.2024 - Current
Investors Service Representative
SS&C Technologies
11.2022 - 09.2024
Resolution Specialist
Alliance Data
01.2017 - 04.2022
Nurse Technician
Select Specialty Hospital
04.2006 - 01.2017
Account Manager
NCO Financial Systems
04.2006 - 01.2017
Nursing
Columbus State Community College