Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

JOYCE IKYERNUM

Summary

Resourceful Account Manager with account management, customer success and relationship-building expertise. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Account Manager

Eny Consulting Inc
10.2022 - Current
  • Develop a thorough understanding of business goals, practices, and processes to translate them into user-requirements that define scope and specifications.
  • Collaborate with diverse stakeholders to gather qualitative and quantitative data needed to execute assignments aiming to improve efficiency of different functions.
  • Manage complex projects from inception to completion, ensuring timely delivery and adherence to budget, with a satisfaction rate of 90% among stakeholders.
  • Conduct market research and analysis to identify new market opportunities, resulting in the launch of new products that increase revenue by at least 25%.
  • Conduct comprehensive data analysis to support the development of strategic business plans and key performance indicators.

Account Manager

Canada Revenue Agency
11.2021 - 10.2022
  • Managed a portfolio of over 1000 debtor accounts with a total outstanding balance of $5 million
  • Conducted in-depth analysis of debtor accounts to identify root causes of delinquency and created actionable solutions that resulted in a 25% reduction in delinquency rate
  • Successfully implemented debt collection strategies resulting in an increase in revenue by 30%
  • Produced monthly reports on debtor portfolio performance, including analysis of trends, revenue forecasting, and risk assessments, resulting in better informed and timely decision-making by management
  • Collaborated with cross-functional teams to design and implement debt management policies and procedures that improved efficiency and effectiveness of debt collection processes.

Customer Success Specialist

Toronto Dominion (TD) Bank
03.2021 - 08.2021
  • Took a proactive approach to discover customers' needs and proffered solutions, thereby maintaining an 85% client retention rate, exceeding the target of 80%.
  • Contributed to the development of methods to improve business processes, reduce risks, increase controls and increase customer satisfaction/service.
  • Designed personal checklist to successfully nurture prospects during each stage of the sales cycle to exceed sales target.
  • Achieved a 40% increase in cross-sells and upsells by utilizing CRM software to improve customer personalized solutions to address customer needs.

Customer Experience Team Lead

Cineplex Entertainment
10.2018 - 03.2021
  • Led a team of 10 members and consistently exceeded customer satisfaction targets through effective coaching and training.
  • Proactively identified opportunities to enhance the customer experience and provided feedback to management on process improvements.
  • Collaborated with cross-functional teams to develop and implement new processes and policies that improved customer experience and increased sales revenue by 25%.
  • Achieved a 30% increase in customer satisfaction by identifying customer pain points and implementing effective solutions.

Education

Bachelor of Science -

University of Ottawa
Ottawa, ON

Skills

  • Problem and Conflict Resolution
  • Analytical and Critical Thinking
  • Stakeholder Management
  • Workshop Facilitation
  • Time Management
  • Sales Management
  • Account Management
  • Accounts Payable and Accounts Receivable
  • Requirement Elicitation and Documentation
  • Data Analysis and Review
  • Credit and Collections
  • Financial Analysis
  • Business Case Development
  • Business Process Improvement
  • Customer Relationship Management
  • ERP, Salesforce CRM, SaaS, SAP, Azure, Tableau, Power BI, SQL, Visio, BPMN, Jira
  • Confluence, SharePoint, MS Access, Advanced MS Office Suite (Word, Excel, PowerPoint, Outlook)

Certification

  • Certified Scrum Master (CSM) – SCRUMstudy, 2022
  • Certified Scrum Product Owner (CSPO) – SCRUMstudy, 2022
  • Six Sigma Green Belt (SSGB) – 6sigmastudy, 2022

Timeline

Account Manager

Eny Consulting Inc
10.2022 - Current

Account Manager

Canada Revenue Agency
11.2021 - 10.2022

Customer Success Specialist

Toronto Dominion (TD) Bank
03.2021 - 08.2021

Customer Experience Team Lead

Cineplex Entertainment
10.2018 - 03.2021

Bachelor of Science -

University of Ottawa

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JOYCE IKYERNUM