I am a results-driven Customer Success Manager with a passion for fostering strong relationships and driving customer satisfaction. With over 7 years of experience in the industry, I have honed my skills in building and maintaining client partnerships, ensuring their success, and delivering exceptional service. My approach to customer success revolves around proactive communication, listening to customer needs, and collaborating with cross-functional teams to provide tailored solutions. I am adept at identifying opportunities for growth and helping customers achieve their desired outcomes, all while maintaining a high level of customer retention. With a deep understanding of the customer journey, I leverage data-driven insights and best practices to optimize customer onboarding, adoption, and engagement. I thrive in fast-paced environments, where I can adapt quickly, prioritize effectively, and deliver measurable results. I take pride in being a trusted advisor for my customers, understanding their pain points, and working closely with them to provide strategic guidance and support. My goal is to exceed customer expectations, drive customer loyalty, and contribute to the overall success of the organizations I work with.
Experience
Pearson
Sep 2022 – Apr 2023
Enrollment Manager
- Managed 40+ prospective families in a day, overseeing applications and ensuring accurate information
- Handled a heavy workload of paperwork, reviewing and submitting it for review by the schooling department
Implemented various systems and policies to effectively engage and resolve customer challenges
- Established detailed and accurate records between multiple databases and programs
- Streamlined customer enrollment processes to enhance efficiency and accuracy
- Collaborated with cross-functional teams to identify and implement improvements in enrollment procedures
- Verified applications for completeness and accuracy by reviewing necessary supporting documents
- Managed daily tasks in the department, including verifying account set-up, maintenance, and transfers
- Analyzed data and generated reports to track enrollment metrics and identify areas for improvement
- Conducted training sessions for staff to ensure consistent adherence to enrollment policies and procedures
- Monitored enrollment trends and developed strategies to optimize enrollment numbers
- Coordinated with external stakeholders to facilitate seamless enrollment transitions
- Oversaw the enrollment process from start to finish, ensuring compliance with established regulations and guidelines
- Evaluated data using Salesforce and Genesys systems to organize and update 50+ candidate files and their corresponding notes
Baylor Scott & White Health
Jan 2022 – Mar 2023
Financial Advisor II
- Gathered and analyzed information and requirements to create comprehensive source to target mappings between systems, including the development of transformation logic
- Conducted gap analysis on existing lineage diagrams and mapping documents, identifying areas for improvement and providing recommendations
- Acted as a liaison between lineage developers, application managers, and lines of business, facilitating effective communication and collaboration
- Conducted quality assurance (QA) testing and user acceptance testing (UAT) on developed lineages, ensuring compliance and obtaining necessary approvals
- Demonstrated proficiency in reading and comprehending SQL queries, enabling effective data analysis and understanding of database structures
- Educated clients on various financial matters and offered professional recommendations on investment opportunities, products, and services tailored to each client's unique needs
- Collaborated with diverse stakeholders to provide strategic financial guidance, both internally and externally, fostering informed decision-making
- Engaged with multiple individuals to provide advisory services on financial status, aiding in effective financial planning and decision-making
- Performed thorough financial analysis to evaluate clients' current financial situations, identifying areas for improvement and proposing suitable solutions
- Developed personalized financial plans, outlining short-term and long-term goals, risk tolerance, and investment strategies, aligned with clients' individual circumstances
- Collected and transformed data from multiple sources to generate clear and concise financial reports, facilitating accurate decision-making and planning
Solid-Professor
Aug 2020 – Jan 2022
Customer Success Manager
- Accumulated over 3 years of experience in an Operations role, demonstrating expertise in reporting/dashboarding and working within Gainsight
- Possessed a solid understanding of standard SaaS renewal and customer engagement processes
- Exhibited intermediate to advanced analytical skills in MS Excel, Google Sheets, and comparable tools. Engaged in process design and collaborated with a system administrator to transition from concept to technical specifications successfully
- Demonstrated exceptional communication skills, fostering close collaboration with cross-functional peers and Customer Success leadership via the CRM system, HubSpot
- Led process improvement and problem-solving initiatives, establishing standard procedures and an escalation policy for the customer support team
- Developed effective strategies to penetrate key accounts, facilitating their access and strengthening business relationships
- Provided expert guidance to independent promotional product distributors, driving sales growth and increasing gross profits
- Collaborated seamlessly with cross-functional teams to ensure the smooth integration and implementation of customer success strategies
- Conducted regular check-ins with customers to evaluate their satisfaction levels, address concerns, and identify opportunities for improvement
- Proactively identified and resolved customer issues and challenges, consistently ensuring high levels of customer satisfaction and retention
- Leveraged data analytics and reporting tools to track customer success metrics and generate actionable insights for internal teams.
TELEPERFORMANCE
Oct 2019 – May 2020
Customer Success Manager
- Trained and mentored associates on performance-oriented strategies and customer service techniques to enhance their skills and productivity
- Managed metrics, performance criteria, policies, and procedures to optimize call center productivity
- Utilized systems such as Salesforce and Microsoft Excel to track and analyze data, identify areas for improvement, and implement effective strategies
- Collaborated with cross-functional teams to develop and execute customer success plans, ensuring customer satisfaction and retention
- Conducted regular performance evaluations and provided constructive feedback to associates, fostering continuous improvement
- Managed and maintained accurate payroll records in Kronos and Workday systems
- Resolved customer escalations and complaints in a timely and satisfactory manner, maintaining a high level of customer satisfaction
- Developed and implemented training programs to enhance customer service skills and product knowledge among associates
- Maintained strong relationships with clients, serving as their primary point of contact and addressing their needs and concerns effectively
Dillards
May 2018 – Aug 2019
Sales Manager
- Identified underperforming metrics and generated strategic solutions that leveraged existing tools, programs, and resources
- Developed and retained a diverse team of top talent through effective leadership and mentoring
- Boosted marketing efforts to drive brand awareness and increase customer engagement
- Reviewed pricing strategies to maximize profitability while remaining competitive in the market
- Cultivated customer relationships and discovered new ones by assessing needs and providing suitable services
- Achieved the highest sales in both my department and the overall department, leading to a promotion to Sales Manager at Dillards
- Generated the highest number of clients, exceeding performance requirements by 2-3 times. Surpassed the quarterly sales quota by nearly 50%, achieving 3 times the required sales quota through effective cross-selling, upselling, and recruitment strategies. I.E, calculation for daily sales goal: If the team's daily sales goal is $5,100, with an hourly sales goal of $150, the calculation would be $150 (hourly sales goal) x 8.5 hours (scheduled work hours) = $1,275 as the daily sales goal.
Cognizant Technology Solutions
Jun 2017 – Apr 2018
Client Relationship Manager
- Oversaw accounts to maintain existing partnerships and expand business share, utilizing Zendesk and Microsoft Office for efficient management
- Successfully managed day-to-day account management for a portfolio of 25+ client accounts, with annual revenues ranging from $125k to $150k
- Monitored and analyzed relevant industry trends, generating proactive ideas and innovative solution
- Achieved a notable 55% increase in annual revenue by enhancing client relationships and providing educational support
- Evaluated client requirements and devised strategic plans to effectively address their current and future goals
- Maintained and nurtured strong client relationships, ensuring their satisfaction, loyalty, and continued partnership
- Cultivated and fostered strong client relationships, instilling trust and loyalty. Achieved a remarkable 15% increase in productivity, optimizing operational efficiency
- Drove backlog growth by securing renewals and extensions of ongoing projects, contributing to revenue generation
- Built and nurtured strong client relationships, fostering trust and loyalty. Increased productivity by an impressive 15%, optimizing operational efficiency
- Exceeded annual revenue goals by an outstanding 55%, achieving a total annual revenue of $193,750 and surpassing the goal by $68,750.
Kohl's
May 2016 – May 2017
Customer Service Supervisor
- Managed Risk Management Operations, ensuring efficient and accurate execution of Cash Office functions, including register and cash balancing, change orders, voided transaction authorization, supplies management, and over/short research
- Implemented strategies to optimize credit line productivity, resulting in a remarkable 67% increase
-Supervised a team of customer service associates, providing guidance and support to ensure exceptional customer experiences
- Conducted regular performance evaluations, identifying areas for improvement and implementing training programs to enhance the team's skills and knowledge
- Collaborated with other departments to resolve customer issues and complaints promptly and effectively
- Developed and implemented policies and procedures to streamline processes and enhance operational efficiency
- Monitored and analyzed customer service metrics, utilizing data-driven insights to identify trends and implement improvements
- Trained and mentored team members to enhance productivity, accuracy, and commitment
- Employed advanced negotiation techniques and collaborated with delinquent customers to establish agreements