Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
85
Kerrie O'Brien

Kerrie O'Brien

BILLERICA,MA

Summary

Dynamic professional with a proven track record at Cass Information Systems, excelling in customer service and problem resolution. Recognized for fostering strong client relationships and enhancing satisfaction through effective communication and critical thinking. Adaptable and detail-oriented, I thrive in fast-paced environments, consistently achieving high customer retention rates.

Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Overview

31
31
years of professional experience
1
1
Certification

Work History

Customer Service Success

InsurePay
09.2019 - 04.2025
  • 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.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Strengthened communication skills through regular interactions with others.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Learned and adapted quickly to new technology and software applications.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Helped my manager in meetings, IT issues, creating monthly reports and covered her duties when she was out.

Informational Services Associate

CBI
08.2017 - 06.2018
  • Processed incoming registration requests.
  • Emailed confirmations and invoices to the attendee.
  • Ran nightly reports for the management, sales teams and to load data into SalesForce.
  • Ran daily reports to ensure registrations were completed and nothing got "lost".
  • Managed the phone lines and Outlook.
  • Responsible for specific events.
  • Ensured any open invoices were collected and closed properly.
  • Processed payment information, including checks; credit cards and foreign currencies.
  • Notified attendees of any changes made to the event
  • Ran special reports before and after each event.
  • Worked closely with team members and managers of other departments to notify them of any time-sensitive conflicts with the conferences.


Senior National Account Manager

Cass Information Systems
08.1994 - 08.2016
  • Started with Cass as a Data Entry Operator; worked up to a Team Lead; promoted to Customer Service and worked my way up to a Senior National Account Manager.
  • Maintained a comprehensive understanding of industry trends and market dynamics, ensuring the company remained competitive in a rapidly evolving business landscape.
  • Established clear communication channels between customers and internal teams, ensuring smooth project execution from start to finish.
  • Spearheaded initiatives aimed at improving overall client experience throughout the entire sales cycle process.
  • Achieved high customer retention rates by developing strategic account plans and conducting regular business reviews.
  • Streamlined internal processes to improve efficiency, enabling more timely responses to customer inquiries and concerns.
  • Coordinated product training sessions for clients, enhancing their understanding of features and benefits while solidifying relationships further.
  • Analyzed performance metrics regularly, identifying areas for improvement within the national accounts team operations.
  • Mentored junior account managers, fostering professional growth and improved performance across the team.
  • Leveraged industry events for networking purposes, expanding brand awareness among potential clients.
  • Collaborated cross-functionally to resolve customer issues quickly, maintaining high levels of satisfaction and loyalty.
  • Delivered customized presentations to prospective clients, showcasing the company''s value proposition effectively.
  • Developed and maintained strong relationships with key decision-makers to ensure continued business growth.
  • Fostered a culture of continuous learning within the team by encouraging participation in skill development programs relevant to account management.
  • Supervised and trained new hires on best practices and proper protocols; updated training materials and sales collateral and decreased process gaps.
  • Reached out to customers frequently to check on satisfaction, inquire about needs and propose new offerings.
  • Resolved complex problems to positively impact sales and business direction.
  • Efficiently resolved service and account issues to maximize customer satisfaction.
  • Identified profitable business leads and built pipeline of prospective customers.
  • Complied with policies and quality standards to maintain consistency in quality of services.
  • Provided product demonstrations to share features, answer questions and overcome concerns.
  • Opened new national account customers, created custom program and reporting that met the client's needs.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.

Education

Business

University of Phoenix
Tempe, AZ
05-2007

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Flexible and adaptable
  • Dependable and responsible
  • Multitasking Abilities
  • Problem resolution
  • Excellent communication
  • Critical thinking
  • Computer skills

Accomplishments

  • Have worked with Microsoft Office; SalesForce, JIRA, Atlassian, CRM, SQL, Oracle, ADP, Insperity, Nextiva, Gusto and Guidleline (401k).
  • Ability to take on leadership roles, when needed.
  • Able to coordinate assignments and manage priorities.
  • Time management.
  • Able to create and deliver presentations.
  • Can work with all levels of company management.

Certification

Certificate in Phlebotomy: May 2019

Certificate in Microsoft Excel: 2008

Certificate in Business Writing: 2000

Timeline

Customer Service Success

InsurePay
09.2019 - 04.2025

Informational Services Associate

CBI
08.2017 - 06.2018

Senior National Account Manager

Cass Information Systems
08.1994 - 08.2016

Business

University of Phoenix

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