Customer Account Representative
Professional ATS-optimized resume template for Customer Account Representative positions
Professional Title
Email: example@email.com | Phone: (123) 456-7890
PROFESSIONAL SUMMARY
Dedicated Customer Account Representative with over 5 years of experience driving customer satisfaction and retention in the SaaS and financial services sectors. Adept at managing complex client accounts, resolving issues swiftly, and fostering long-term relationships. Demonstrates strong communication skills, data-driven decision-making, and proficiency with CRM platforms to enhance customer experience. Eager to leverage my expertise to contribute to client success and operational efficiency at a forward-thinking organization.
SKILLS
**Hard Skills**
- Customer Relationship Management (CRM) platforms (Salesforce, Zendesk)
- Data analysis & reporting (Excel, Tableau)
- Contract negotiation & renewals
- Product onboarding & training
- Troubleshooting technical issues
- E-commerce integration support
**Soft Skills**
- Excellent interpersonal and communication skills
- Problem-solving attitude
- Empathy and active listening
- Conflict resolution
- Adaptability and quick learning
- Time management and multitasking
WORK EXPERIENCE
*Senior Customer Account Specialist | FinTech Solutions Inc. | New York, NY*
June 2022 – Present
- Managed a portfolio of 120+ enterprise client accounts, generating a renewal rate of 96% through proactive engagement and tailored solutions.
- Led quarterly account reviews to identify expansion opportunities, contributing to a 15% increase in upsell revenue.
- Developed training materials for clients on new platform features, reducing onboarding time by 20%.
- Collaborated with technical teams to troubleshoot and resolve client issues, resulting in a customer satisfaction score of 92%.
*Customer Account Coordinator | TechConnect Systems | Jersey City, NJ*
August 2018 – May 2022
- Supported over 150 small-to-medium business clients by providing onboarding, ongoing support, and technical troubleshooting.
- Utilized Salesforce to track customer interactions, ensuring timely follow-ups and issue resolution, increasing client retention by 10%.
- Created detailed reports on customer feedback and product usage trends, aiding product management in feature development.
- Facilitated training sessions for clients on platform functionalities, achieving an average training satisfaction score of 4.8/5.
*Customer Service Associate | BrightBank Financial | Newark, NJ*
June 2016 – July 2018
- Delivered exceptional service via phone, email, and chat, maintaining a first-contact resolution rate of 85%.
- Resolved billing discrepancies and account issues promptly, reducing escalation to senior staff by 25%.
- Assisted in implementing a new CRM system, contributing to streamlined customer data management and reporting accuracy.
EDUCATION
**Bachelor of Arts in Business Administration**
University of New York, NY
Graduated: May 2016
CERTIFICATIONS
- Certified Customer Service Professional (CCSP) | 2022
- Salesforce Certified Administrator | 2023
- Data Analysis and Visualization with Tableau | 2024
PROJECTS
Client Onboarding Optimization Initiative
Led a cross-functional project to digitize and streamline the client onboarding process, reducing onboarding time from 7 days to 3 days and increasing client satisfaction scores in onboarding surveys.
Customer Feedback Analytics Dashboard
Developed an interactive Tableau dashboard aggregating feedback from multiple channels, enabling real-time insights that informed product improvements and customer service strategies.
LANGUAGES
- English (Native)
- Spanish (Professional Working Proficiency)
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