Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Tikeitha Lavender

Cincinnati,OH

Summary

Proven track record in enhancing client satisfaction and retention at FIS through strategic account management and exceptional customer service. Skilled in teamwork and collaboration, adept at fostering client relationships and resolving issues, leading to a significant increase in loyalty and trust. 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

14
14
years of professional experience

Work History

Client Relations Account Manager

FIS
07.2021 - 07.2024
  • 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.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.

Client Service Representative

Worldpay
04.2017 - 07.2021
  • Handled sensitive client information with discretion, ensuring confidentiality at all times.
  • Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
  • Managed incoming calls, providing prompt and accurate information to clients about products and services.
  • Responded to customer calls and emails to answer questions about products and services.
  • Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
  • Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.

Fraud Detection Coordinator

Vantiv
02.2012 - 04.2017
  • Enhanced company''s security framework for improved fraud prevention and risk management.
  • Contributed significantly towards building a positive work culture focused on teamwork, integrity, and continuous improvement initiatives.
  • Planned, coordinated and conducted investigations involving broad scope of fraud and related offenses to detect and verify suspected criminal violations.
  • Conducted regular audits of systems and processes to ensure optimal fraud detection capabilities.
  • Assisted in developing training programs for staff on fraud awareness and prevention techniques.
  • Enhanced customer trust by promptly addressing fraud concerns and transparently communicating the results of investigations.

Customer Support Specialist

Precision Staffing/ Vantiv
03.2010 - 02.2012
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Education

Certificate - Leadership 1&2

Employment Resource Center
Cincinnati, OH
09.2008

Certificate - Business Administration And Management

Southern Ohio College
Cincinnati, OH
06.1995

GED -

Cincinnati Learning Schools
Cincinnati, OH
03.1995

Skills

  • Account Management
  • Customer Service
  • Teamwork and Collaboration
  • Client Relations
  • Strategic Planning
  • Client Relationship Building
  • Goals and performance
  • Documentation And Reporting

Accomplishments

  • MS Excel - Prepared and formatted financial project reports, budget spreadsheets and expense reports for monthly review.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Timeline

Client Relations Account Manager

FIS
07.2021 - 07.2024

Client Service Representative

Worldpay
04.2017 - 07.2021

Fraud Detection Coordinator

Vantiv
02.2012 - 04.2017

Customer Support Specialist

Precision Staffing/ Vantiv
03.2010 - 02.2012

Certificate - Leadership 1&2

Employment Resource Center

Certificate - Business Administration And Management

Southern Ohio College

GED -

Cincinnati Learning Schools

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Tikeitha Lavender