Summary
Overview
Work History
Education
Skills
Timeline
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Kirsten C. Bales

Beavercreek,Ohio

Summary

Accomplished and energetic Client Relations Account Manger II with a solid history of well-timed response and ability to resolve occurrences brought into view from our Payment Facilitator partners. Motivated leader with a strong organizational and prioritization ability. Areas of expertise include customer service, knowledge of the job and the processes behind it and being a team player. 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.

Overview

24
24
years of professional experience

Work History

Relations Account Manager II

FIS
Cincinnati, Ohio
02.2007 - Current
  • In my current position I am responsible for maintaining a relationship with the Payment Facilitators who are assigned to me
  • At present I am assigned fifteen Payment Facilitator clients who seek information and assistance with situations that occur daily
  • Two of these clients are significant to the PayFac platform and do require a substantial amount of expertise and attention
  • Timely response and resolution to the situation at hand is what is provided
  • There are situations when internal teams are involved to assist with a job
  • Requesting meetings both internally and externally are my strengths and in accumulating knowledge regarding the task at hand and what we can do as a company to support our partners
  • Being knowledgeable with chargebacks and disputes are favorable with the position I hold now
  • Team members will seek my expertise regarding questions posed by their PayFac partners
  • I have knowledge of numerous systems in which I work with daily
  • I have also worked in our PayFac queue in which I had done numerous tasks from updating DDA accounts for MIDs under the Payment Facilitator chain to on boarding sub merchants
  • I see myself as an individual who is easy to approach and will assist with situations as they arise
  • I have been recognized as going beyond expectations to assist with circumstances that have surfaced with our partners.
  • Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
  • Oversaw new business development and customer servicing.
  • Liaised between account holders and various departments.
  • Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
  • Listened attentively to client feedback and worked with product development team to introduce new services.
  • Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
  • Educated clients on new [Product or service] and updated account information to maintain high standards of client service.
  • Improved account management by predicting potential competitive threats and outlining proactive solutions.

Insurance Account Representative

Western Southern Financial Group
Cincinnati, OH
06.2004 - 02.2007
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
  • Met with customers to provide information about available products and policies.
  • Conducted annual reviews of existing policies to update information.
  • Calculated premiums and established payment methods for sales.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Collected premiums on or before effective date of coverage.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.

Senior Title Search Analyst

First American Equity Loan Services
Cincinnati, OH
09.1998 - 06.2004
  • Reviewed legal documents such as mortgage loans, title liens and property easements to assess relevant property factors.
  • Identified title encumbrances and detailed plans for correcting issues and clearing titles for planned changes.
  • Contacted appropriate agencies to complete searches, order records and obtain documents.
  • Prepared closing disclosures, post-closing records and disbursements.
  • Checked accuracy and completeness of registration documents and rejected unacceptable packages.
  • Searched and analyzed real estate records.
  • Reported findings to attorneys and client representatives via oral and written documentation.
  • Used information gained during searches to produce and process title commitments and insurance policies.
  • Prepared property reports.
  • Compiled lists of mortgages, contracts and other documents pertaining to titles.

Education

Business Software Technology

Southern Ohio College

Programming

Southern Ohio College

Skills

  • Time Management
  • Customer Satisfaction
  • Customer Complaint Resolution
  • Microsoft Office
  • Content Creation
  • Customer Service
  • Verbal and Written Communication
  • Salesforce Software
  • Account Management
  • Teamwork and Collaboration
  • Customer Relationship Management
  • Product Training
  • Customer Service Process Improvement
  • Retail Knowledge
  • Project Management
  • Client Meetings
  • Documentation

Timeline

Relations Account Manager II

FIS
02.2007 - Current

Insurance Account Representative

Western Southern Financial Group
06.2004 - 02.2007

Senior Title Search Analyst

First American Equity Loan Services
09.1998 - 06.2004

Business Software Technology

Southern Ohio College

Programming

Southern Ohio College

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Kirsten C. Bales