Krystal Bishop
Surprise,AZ
Summary
Proven leader in account management and customer service, I excelled at Discover Financial by enhancing client satisfaction and resolving complex billing issues, showcasing exceptional organizational skills and attention to detail. My expertise in CRM software and team collaboration, coupled with a track record of developing customized financial solutions, drove significant improvements in client retention and revenue growth. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Lead Account Specialist
Discover Financial
08.2021 - Current
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Completed routine and complex account updates to resolve problems.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Set up new customer accounts and updated existing profiles with latest information.
- Adhered to standards of quality and service as well as all compliance requirements.
- Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
- Reviewed account activity to assess financial status and evaluate discrepancies.
- Developed customized financial solutions for clients, addressing their unique needs and concerns.
- Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
- Ensured compliance with industry regulations by diligently reviewing account documentation and transactions.
- Analyzed financial data and generated accurate, insightful reports for management.
- Reconciled customer accounts and identified discrepancies for further investigation.
- Collaborated with sales team to upsell products and services, resulting in higher revenue generation.
- Prepared and submitted timely invoices, statements and payment reminders for customers.
- Advocated for clients internally, ensuring their needs and concerns were addressed promptly by product development teams.
- Streamlined account setup processes, significantly reducing onboarding time and improving client experience.
- Collaborated with cross-functional teams to design custom solutions, meeting unique client needs and driving satisfaction.
- Developed training programs for new hires on account management best practices, raising team's overall competency.
- Monitored industry trends to keep strategies relevant and competitive, ensuring client accounts stayed ahead of market shifts.
- Tailored communication strategies to match client preferences, enhancing engagement and information clarity.
- Improved team efficiency with introduction of collaborative CRM system, facilitating better communication and account tracking.
- Spearheaded adoption of new account analysis tool, providing deeper insights and enhancing strategic planning.
- Implemented feedback mechanisms, gathering critical insights to drive continuous improvement in service delivery.
- Led cross-departmental project to address common client pain point, improving overall client satisfaction and retention.
- Organized and led quarterly review meetings, ensuring alignment with client goals and expectations.
- Contributed to team objectives in fast-paced environment.
- Kept detailed records of daily activities through online customer database.
Customer Service Manager
Uhaul Corporate
01.2011 - 08.2021
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Kept accurate records to document customer service actions and discussions.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Kept accurate agent data utilizing a KPI
Education
Certificate - Radio And Television
Specs Howard School of Media Arts
Southfield, MI07.2004
Skills
- Account Administration
- Customer relationship development
- Document Management
- Microsoft Office proficiency
- Customer Engagement
- Documentation skill
- Recordkeeping abilities
- CRM Software
- Report Writing
- Schedule Coordination
- Business Development
- Advertising and marketing
- Research proficiency
- Due diligence
- Advertising Strategies
- Processing payments
- Excellent Communication
- Decision-Making
- Interpersonal Communication
- Team building
- Point of sale operation
- Opening and closing procedures
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Organizational Skills
- Team Collaboration
Languages
English
Native or Bilingual
Timeline
Lead Account Specialist
Discover Financial
08.2021 - Current
Customer Service Manager
Uhaul Corporate
01.2011 - 08.2021
Certificate - Radio And Television
Specs Howard School of Media Arts
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