Kristen Jones
Toms River,NJ
Summary
Accomplished Account Manager with a proven track record at Pet Benefit Solutions, adept in client relationship building and account development. Leveraged customer service excellence and teamwork to enhance client satisfaction and retention. Expert in navigating complex issues, resulting in a significant increase in loyalty and business growth. Holds certifications from the National Notary Association and National Mortgage License Service.
Overview
12
12
years of professional experience
Work History
Account Manager
Pet Benefit Solutions
06.2021 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- 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.
- Created proposals for prospective clients and assisted the Account Executive with the sales of the accounts.
- Successfully kept in contact with all 900+ accounts that were assigned to me and fostered strong relationships with each of my clients.
- Implemented the groups with the benefits as well as help employee webinars to explain the benefits and how to use them.
- Assisted with setting up file feeds for groups and processed the enrollment files for the enrolled employees.
Banking Relationship Specialist
ConnectOne Bank
11.2018 - 06.2021
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Conducted thorough research to identify trends and inform decision-making for business growth initiatives.
- Manages the compliance requirements to ensure files are maintained in accordance with regulations.
- Assists clients with the end to end migration experience for new customers.
- Prepares management level reports daily and reviews them for accuracy.
- Proactively identifies opportunity to improve on key metrics reports.
- Consistently provided exceptional service and attention to customers and stakeholders.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines. Improved operations by working with team members and customers to find workable solutions. Mimicked clients online banking (Business and Personal) to walk them through step by step with any issues they may be having with our Business Service Tool.
Branch Operations Manager
Santander Bank Us
11.2012 - 11.2018
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Trained employees on proper procedures and strategies to improve productivity.
- Performed monthly compliance checks.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and opportunities for advancement.
- Overhauled outdated operational procedures to increase branch effectiveness and reduce errors.
- Oversaw inventory management processes, ensuring accurate records and timely reordering for optimum stock levels.
- Reduced staff turnover with effective training programs and employee support initiatives.
- Assessed employee performance and developed improvement plans.
- Enhanced customer experience by providing exceptional service and addressing concerns promptly.
- Increased overall sales, implementing targeted marketing strategies and promotional campaigns.
- Monitored financial transactions to detect any suspicious activity or potential fraud.
- Streamlined communication between departments, improving collaboration efforts within the company as well as problem resolution times.
Education
High School Diploma -
Central Regional High School
Bayville, NJ06.2001
Skills
- Account Management
- Customer Service
- Teamwork and Collaboration
- Client Relations
- Client Relationship Management
- Goal-Oriented
- Relationship building and management
- Client Relationship Building
- Issue Resolution
- Account development
- Goals and performance
- National Notary Association
- National Mortgage License Service
Timeline
Account Manager
Pet Benefit Solutions
06.2021 - Current
Banking Relationship Specialist
ConnectOne Bank
11.2018 - 06.2021
Branch Operations Manager
Santander Bank Us
11.2012 - 11.2018
High School Diploma -
Central Regional High School
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