Jessica Palmer
Columbus
Summary
Results-driven account management professional prepared for the next challenging role! Experienced with managing high-value client accounts and developing long-term relationships. A self-starter with a proven track record in cultivating client relationships and delivering consistent, impactful results. Known for strong communication and collaboration skills, with a reliable and adaptable approach to changing business needs.
Overview
16
16
years of professional experience
Work History
Senior Account Manager
CarNow
07.2018 - Current
- Led client relationship management initiatives to enhance customer satisfaction and retention.
- Managed dealers across Ohio and beyond, from installation to launch/training and ongoing technical support.
- Conducted regular performance reviews, reviewing key performance indicators and providing actionable insights for continuous improvement and success within dealership teams.
- Developed long-lasting client relationships by providing exceptional customer service and support, leading to additional sales opportunities within larger dealer groups.
- Mentored junior team members, fostering professional growth and improving team performance.
- Maintained detailed records of all account activities, ensuring accurate reporting for upper management review purposes later on both internally and externally.
- CarNow Presidents Club Award Winner
- CarNow Champion of the Month (multiple)
- NO Churn - October 2025
BDC Director
Roush Honda
03.2012 - 07.2018
- Led BDC team to enhance customer engagement and satisfaction through effective communication strategies.
- Implemented new lead management processes, resulting in improved conversion rates for sales opportunities.
- Developed training programs for staff, fostering a culture of continuous improvement and professional development.
- Collaborated with sales management to align BDC objectives with overall dealership goals, driving revenue growth across 3 rooftops.
- Enhanced customer retention through exceptional communication, attentive follow-up, and personalized service.
- Built relationships with customers and community to promote long term business growth. Dealership did 55%+ repeat/referral business.
- Monitored service after sale and implemented quick and effective problem resolutions by cross-communicating across sales and service departments.
Customer Service Lead
Best Buy
07.2009 - 03.2012
- Led customer service team & supervised day-to-day operations, delivering exceptional support experiences across multiple channels.
- Handled in-store and online returns following company policies and procedures.
- Investigated and resolved accounting, service and home delivery concerns.
- Collaborated across teams and management to resolve escalated customer issues promptly.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise in the Customer Service role.
- Numerous awards for Superior Service from customer surveys.
Education
Bachelor of Science - Dietetics
The Ohio State University
Columbus, Ohio, OH01-2010
Skills
- Client relationship management
- Strong verbal and written communication
- Prioritization and organization skills
- Proficient in PC-based Microsoft Word tools
- Experience with Outlook, Slack, HubSpot CRM
Timeline
Senior Account Manager
CarNow
07.2018 - Current
BDC Director
Roush Honda
03.2012 - 07.2018
Customer Service Lead
Best Buy
07.2009 - 03.2012
Bachelor of Science - Dietetics
The Ohio State University