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Skills

  • Data-driven decision making
  • Escalation and issue resolution
  • Customer service excellence
  • Project organization
  • First Aid/CPR
  • Communications
  • Client relationship cultivation
  • Client success program development
  • Merchandising operations
  • Supervision

Work Experiences

  • Conducted research to find appropriate answers to customer questions.
  • Achieved a customer satisfaction rate of 60%.
  • Achieved 11% YoY net revenue retention.
  • Devised and coordinated method and system strategic plans, resulting in a $13 increase in sales revenue within 18 months.
  • Assisted customers in completing purchases, locating items, and enrolling in reward programs in order to increase customer loyalty, satisfaction, and sales.
  • Achieved retention increase over 2024.
  • Developed and nurtured long-term relationships with clients through dedicated assistance, issue resolution, and client relations talents.
  • Individual employees were assigned jobs based on their previous training, current abilities, and general knowledge.
  • Returned change and currency and processed debit and credit card payments with a 8% accuracy rate.
  • Acted as the primary liaison between clients and the product team, launching 8 high-priority updates in several months.

Summaries

  • Expert at resolving complex problems and implementing proactive operational changes.
  • Enterprise Customer Success Manager is a multi-talented Enterprise Customer Success Manager who is consistently rewarded for planning and operational improvements.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Professional with strategic planning and vendor management abilities who is dependable and attentive.
  • Accomplished Enterprise Success Manager.
  • In-depth knowledge of all aspects of store operations, as well as the ability to identify and capitalize on improvement opportunities.
  • Supervisor with 5 years of experience leading talented salespeople who is results-oriented.
  • Enterprise Customer Success Manager with 4 years of successful project management and stakeholder engagement experience.
  • Achieved $15 in upsell opportunities.
  • Willing to put team leadership knowledge to work for a well-established company in the Customer Service sector.

Accomplishments

  • Provided mentorship and leadership to a 16-person customer success team, improving overall team performance and raising CSAT scores by 41%.
  • Created and led a new client onboarding process, cutting onboarding time by 53% and accelerating time-to-value by 4 weeks.
  • Optimized the use of customer success tools and technologies, reducing manual tracking efforts by 25% and improving overall client management efficiency.
  • Facilitated quarterly business reviews (QBRs) with 6 enterprise clients, strengthening client partnerships and increasing upsell opportunities by 47%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Revamped the onboarding process for new enterprise clients, improving first-year retention rates by 65%.
  • Developed and led customer success initiatives using Agile methodologies, reducing project completion time by 49%.
  • Collaborated with team of 18 in the development of procedure.
  • Championed ongoing client education programs, resulting in a 80% improvement in product usage within the first 8 months.
  • Collaborated with sales and marketing teams to conceive customer success case studies, leveraging success stories for future client acquisition.

Affiliations

  • International Thrust for Continuous Improvement (ITCI)
  • Freemason
  • International Association of Customer Success Professionals (IACSP)
  • International Council of Nurses
  • Jaycees
  • Technology Services Industry Association (TSIA)
  • Customer Experience Professionals Association (CXPA)
  • Society for Customer Experience Innovation
  • Association for Software Adoption Management
  • International Association of Administrative Professionals

Certifications

  • Advanced Professional Customer Success Management (CSM2) - SuccessCOACHING
  • Customer Success Manager (CSA) - SuccessXpert
  • Certified Customer Success Manager (CCSM) - SuccessHACKER
  • CompTIA Network+
  • CompTIA Security+
  • Certified Business Analysis Professional (CBAP)
  • Advanced Customer Success Certification - Winning By Design
  • ITIL Foundation Certification - AXELOS
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA A+ Technician

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