Experience

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  Infinity Software

  • Dallas, Texas, United States

  • Client Success Manager

    • May 2022 - Present
    • Dallas, Texas, United States

    ♦ Lead and mentor a remote team of seven Customer Success professionals, overseeing their efforts in providing exemplary customer support and technical support. ♦ Collaborate closely with a diverse portfolio of over 156 mid-market customers, ensuring their satisfaction and success. Manage accounts with Annual Recurring Revenue ranging from $20,000 to $1.5 million.♦ Spearhead initiatives to enhance client relations, customer adoption, value realization, and overall satisfaction, resulting in a 90% recurring revenue rate within one year.♦ Optimized team productivity by developing and implementing streamlined Standard Operating Procedures (SOPs) and workflow processes, leveraging data analysis to enhance Customer Satisfaction (CSAT) and minimize attrition rates.♦ Guaranteed 90% recurring revenue by fostering strategic customer relationships, elevating experience and streamlining renewals for 60 clients in 2023.

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  DFW Demo & Junk Removal, LLC

  • Dallas, Texas, United States

  • Project Manager / Customer Success Manager

    • Jan 2020 - May 2022
    • Dallas, Texas, United States

    ♦ Enhanced project efficiency through strategic business analysis, optimizing resource allocation and objectives. Achieved a 30% profit increase while maintaining a 95% customer satisfaction rate.♦ Boosted project efficiency by 30% by implementing and utilizing Housecall Pro and CRM for project management.♦ Collaborated with contractors to achieve project milestones, leading to 20% reduction in costs and 30% increase in profits.♦ Collaborated with clients to optimize projects, achieving 15% reduction in project timelines.Established clear project scopes and procedures, resulting in a 20% decrease in project costs.

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  Brian Bustos Real Estate LLC

  • Dallas/Fort Worth Area

  • Customer Success Manager

    • Apr 2012 - May 2022
    • Dallas/Fort Worth Area

    ♦ Boosted team-wide customer retention rates by developing and implementing personalized strategies for each client.♦ Optimized customer experience with streamlined real estate processes, resulting in 25% reduction in time to close transactions.♦ Launched CRM platform & provided ongoing training for team members, leading to 25% increase in sales.♦ Implemented effective negotiating strategies to secure an average savings of 16% for clients, increasing customer satisfaction.♦ Implemented new processes to streamline service issue resolution, resulting in 90% faster response time and improved client retention.

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  Epocha

  • Dallas, Texas, United States

  • Customer Success Manager

    • Mar 2014 - Jul 2016
    • Dallas, Texas, United States

    ♦ Achieved an eight week average of 80% customer retention rate for e-commerce clients resulting in a 15% increase in customer lifetime value♦ Negotiate, nurture and build strong B2B relationships with key accounts like New Balance, Adidas, Puma, Red Wing and Asics.♦ Increased operations performance level by onboarding and training employees on using and implementing CRM, Shopify, Mailchimp, P.O.S. systems, Zoom, and Quickbooks.♦ Orchestrated and directed four Customer Success associates, resulting in a 20% increase in customer retention and revenue.

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  Sitel Group

  • Las Cruces, New Mexico, United States

  • Customer Service Representative 1

    • Mar 2007 - Jun 2009
    • Las Cruces, New Mexico, United States

    ♦ Achieved 100% customer satisfaction through prompt and attentive responses to all inquiries.♦ Collaborated with cross-functional teams to troubleshoot complex service issues, resulting in 80% issue resolution and 20% reduction in customer complaints. Improved customer experience and loyalty.♦ Maximized customer retention by 35% by providing excellent customer service, handling inquiries accurately and efficiently, and building rapport with customers.♦ Increased customer retention by 15% by implementing efficient customer service processes and personalized solutions.