Lakesha Johnson
OnPay
Mableton
12
years of professional experience
Professional account manager with deep expertise in client relations and project coordination. Adept at driving results through strategic planning, negotiation skills, and data analysis. Strong emphasis on team collaboration and adaptable to evolving business needs. Known for reliability, clear communication, and goal-focused mindset.
Account management professional prepared for next challenge. Valued for ability to drive client satisfaction and ensure seamless account operations. Known for collaborative approach and adaptability in dynamic environments. Skilled in relationship-building and strategic planning.
Work History
Associate Account Manager
3 Months- Coordinated onboarding tasks to support smooth account setup and accurate data migration.
- Supported account renewals by tracking client needs, risks, and service commitments.
- Maintained CRM records and documentation to strengthen visibility across account activities.
- Consulted with clients after sales and contract signings to resolve problems and provide ongoing support.
- Delivered timely reports on account performance, providing valuable insights for both clients and internal stakeholders.
- Utilized CRM systems effectively to track account activities, streamlining workflows and enhancing organization within the team.
- Collaborated with product development teams to ensure a strong understanding of clients'' unique requirements, leading to tailored offerings that drove account growth.
- Managed a portfolio of diverse accounts, ensuring the successful delivery of products and services according to client needs.
- Reviewed account details for accuracy, reducing errors in billing and payroll workflows.
- Effectively led seasoned team of partner managers and account coordinators.
Client Experience Specialist II
4 Years 7 Months- Build and maintain strong client relationships through responsive, high-quality support and follow-up
- Serve as a trusted point of contact for payroll-related questions for my team and guiding clients through the OnPay platform with clarity and confidence
- Maintain strict confidentiality of payroll and employee information in all client communications (Calls, Tickets and Chats)
- Educate clients on platform features and best practices to improve confidence and independent use
- Take ownership of client issues from initial contact through resolution to ensure a positive experience
- Identify when issues require escalation and partner with internal teams to resolve efficiently
- Review and support accurate client payroll setups, including garnishments, deductions, retirement contributions, overtime, and additional compensation
- Resolve client concerns through personalized, solution-focused support tailored to each interaction
- Maintain a calm, professional presence during time-sensitive or high-stress client interactions
- Promoted to Client Experience Specialist II — April 2024
- Call Stats: 3,126
- Ticket Stats: 4,363
Personal Banker II / Business Advocate
7 Years 3 Months- Worked with consumer and small business retail clients with up to $249K in assets and $500K in revenue
- Maintained a book of business using internal Salesforce CRM tools, including Customer Relationship View
- Fulfilled banking needs for consumer and business deposit clients by opening demand deposit accounts, issuing debit cards, and submitting credit applications
- Fostered productive relationships with business partners to support small business client needs in payroll, merchant services, and treasury management
- Identified and resolved complex customer issues, escalating and partnering with the enterprise executive office when appropriate
- Met evolving client needs by utilizing data, customer trends, and usage habits
- Supported complex client needs in partnership with middle market and commercial banking advisory specialists
- Promoted to Personal Banker II / Business Advocate — January 2016
Education
Bachelor of Science - Criminal Justice
Skills
•Risk Mitigation • Commercial & Retail Banking Operations •Client Account & Transaction Management • Problem Resolution & Solution-Oriented Support •Business growth and retention •CRM software proficiency •Data analytics •Database management •Cross-functional collaboration •Data-driven decision making •Relationship building and management
Timeline
Associate Account Manager
OnPay
08.2026 - CurrentRead More
Client Experience Specialist II
OnPay
04.2022 - CurrentRead More
Personal Banker II / Business Advocate
Wells Fargo & Company
01.2015 - 04.2022Read More
Bachelor of Science from Criminal Justice
Read More