Open To Work
Verified
This profile is verified using an email address.
Serena Park
Salt Lake City,UT
Work Preference
Summary
Diligent Customer Service Professional with proven track record in fostering client relationships and ensuring customer success. Demonstrated ability to drive engagement and satisfaction through strategic planning and effective communication. Skilled in problem-solving and team collaboration, continually adapting to meet evolving client needs.
Overview
14
14
years of professional experience
Work History
Account Success Manager
Brickhouse Financial
04.2025 - 02.2026
- - Led CRM migration from HubSpot to GoHighLevel with accurate data transfer and zero downtime.
- - Hosted onboarding webinars and 1:1 sessions for new client setup and adoption.
- - Managed billing processes including payment collection, reconciliation, and refunds.
- - Served as primary point of contact for client accounts, resolving technical and support issues.
Business Development Representative
Brickhouse Financial
03.2024 - 04.2025
- - Identified and qualified leads using prospecting strategies and data-mining tools.
- - Built targeted prospect lists based on customer behavior and analytics.
- - Initiated outreach through cold calls and email sequences.
- - Built rapport with prospects to support long-term networking and pipeline development.
- - Scheduled and maintained product demos and follow-up meetings.
Pre-Delinquency Collections Specialist
Discover Financial Services
04.2023 - 04.2024
- - Negotiated payments and prevented delinquency through inbound/outbound calls.
- - Assisted customers experiencing financial hardship and reviewed relief program eligibility.
- - Provided alternative resources when customers needed support outside offerings.
- - Helped cardmembers bring accounts back under credit limits.
Customer Service Supervisor
Paramount Acceptance
01.2022 - 03.2023
- - Managed gym membership accounts, billing issues, transfers, cancellations, and updates.
- - Supported agents with escalations, adjustments, and account resolutions.
- - Oversaw call queues, agent performance, call quality, and closing-shift operations.
- - Approved credits, processed due-date changes, and set terms for delinquent accounts.
Merchant Services Representative
Progressive Leasing
07.2017 - 03.2020
- - Provided support to merchants assisting customers with lease applications.
- - Reviewed applications for approval criteria and overturn potential.
- - Helped merchants set up equipment and troubleshoot technical issues.
- - Followed established operating procedures for compliance and accuracy.
Customer Service
Healthcare Marketplace
09.2015 - 06.2017
- - Guided customers through health and dental insurance applications and plan selection.
- - Explained coverage options, premiums, and tax-credit eligibility.
- - Handled escalated calls and provided solutions for customers not eligible for programs.
Food Prep
Orbital ATK
01.2015 - 09.2015
- - Prepared ingredients by washing, chopping, measuring, and seasoning.
- - Maintained inventory and followed strict food-safety guidelines.
- - Ensured proper sanitation and waste disposal procedures.
Shift Supervisor
Arctic Circle
01.2012 - 11.2014
- - Created staff schedules and ensured efficient operations.
- - Conducted performance reviews and provided feedback.
- - Trained employees on procedures and policy updates.
- - Balanced cash drawers, prepared deposits, and ensured safe accuracy.
Customer Service Representative (AT&T)
Convergys
07.2013 - 02.2014
- - Handled inbound calls regarding billing, account updates, and troubleshooting.
- - Provided live-chat support.
- - Processed upgrades, cancellations, transfers, and payment arrangements.
Education
GED -
Hillsboro Senior High
Hillsboro, MOSkills
- Customer Support & Live Chat
- CRM Systems (HubSpot, GoHighLevel)
- Billing & Payment Processing
- Negotiation & Conflict Resolution
- Microsoft Excel & Word
- Help Desk Support & Technical Troubleshooting
- Shift & Team Management
- Data Entry & Typing
- Customer service
- Customer relations
- Training and mentoring
- Customer relationship building
Timeline
Account Success Manager
Brickhouse Financial
04.2025 - 02.2026
Business Development Representative
Brickhouse Financial
03.2024 - 04.2025
Pre-Delinquency Collections Specialist
Discover Financial Services
04.2023 - 04.2024
Customer Service Supervisor
Paramount Acceptance
01.2022 - 03.2023
Merchant Services Representative
Progressive Leasing
07.2017 - 03.2020
Customer Service
Healthcare Marketplace
09.2015 - 06.2017
Food Prep
Orbital ATK
01.2015 - 09.2015
Customer Service Representative (AT&T)
Convergys
07.2013 - 02.2014
Shift Supervisor
Arctic Circle
01.2012 - 11.2014
GED -
Hillsboro Senior High