Senior Customer Success Manager

• Oct 2023 - Present

Customer Success Manager

• Jul 2022 - Oct 2023

• Ensure customer satisfaction and retention with Hive Learning product • Work as an extension of client project teams to achieve learning objectives • Identify and address customer needs and challenges • Help customers achieve their goals and objectives using Hive Learning software • Monitor user engagement and usage data to optimize customer experience • Drive growth and revenue by expanding customer accounts and increasing product adoption

Customer Success Coordinator

• Feb 2022 - Jul 2022

• Supporting the customer success team in achieving their goals internally and with customers • Collecting and analyzing customer data and feedback to identify trends and areas for improvement • Collaborating with cross-functional teams to ensure seamless customer experiences • Coordinating and managing internal projects and initiatives as it relates to the customer success team

Major Accounts Project Manager

• Sep 2021 - Feb 2022

• Serve as lead liaison between PHS and our biggest accounts • Monitoring project progress and identifying and mitigating risks and issues • Communicating project status, risks, and issues to stakeholders • Provide key information like forecasting and tracking account metrics • Assigning tasks and responsibilities to team members and ensuring they are completed on time and within budget • Developing and managing project plans, schedules, and budgets • Ensuring quality… Show more • Serve as lead liaison between PHS and our biggest accounts • Monitoring project progress and identifying and mitigating risks and issues • Communicating project status, risks, and issues to stakeholders • Provide key information like forecasting and tracking account metrics • Assigning tasks and responsibilities to team members and ensuring they are completed on time and within budget • Developing and managing project plans, schedules, and budgets • Ensuring quality standards are met and project deliverables meet customer expectations • Ensuring projects are completed on time, within budget, and to the satisfaction of all stakeholders.

Customer Service Specialist

• Jun 2021 - Aug 2021

• Providing excellent customer service and support • Resolving customer issues, complaints, and inquiries in a timely and professional manner • Collaborating with cross-functional teams to ensure customer issues are resolved effectively • Continuously improving customer service processes and procedures to enhance customer satisfaction and loyalty • Maintaining accurate and up-to-date customer records and information • Providing product or service information to customers and… Show more • Providing excellent customer service and support • Resolving customer issues, complaints, and inquiries in a timely and professional manner • Collaborating with cross-functional teams to ensure customer issues are resolved effectively • Continuously improving customer service processes and procedures to enhance customer satisfaction and loyalty • Maintaining accurate and up-to-date customer records and information • Providing product or service information to customers and educating them on its features and benefits

Operations Manager

• Jul 2019 - May 2021

• Lead retail and operational processes to deliver sales and profits while protecting assets • Ensure a well-merchandised and properly stocked store • Lead and support inventory management processes • Provide leadership to the store staff • Promote a customer-centric shopping experience • Deliver friendly customer service. • Lead retail and operational processes to deliver sales and profits while protecting assets • Ensure a well-merchandised and properly stocked store • Lead and support inventory management processes • Provide leadership to the store staff • Promote a customer-centric shopping experience • Deliver friendly customer service.