Experience

API Nation

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Success Team Manager

  • May 2023 - Present



Millennium Systems International

• United States
• Software Development
• 100 - 200 Employee

• • Jan 2015 - Apr 2022

  As Business Support Manager I oversaw a team of 40 specialists. Developing and training on processes, procedures and continuing education and career growth. Increased team efficiency by creating an online educational portal for clients by identifying customer needs, planning strategic initiatives and coordinating updates with a return of call volume and wait time decreasing by 75% without sacrificing quality.

• • Jan 2011 - Dec 2014

  Oversaw the technical support team to respond and resolve a minimum of 300 customer outreaches per day during a time of significant business and industry growth while ensuring the team had the proper resources to adapt and thrive. Provided one-one-one and team coaching strategies to exceed departmental goals in customer satisfaction and add-on services.

• • Jan 2007 - Dec 2010

  Identified opportunities to improve the customer experience by developing and presenting webinars to clients on the software's technical aspects. Acted as point-person to resolve complex customer related issues while ensuring complete customer satisfaction.

• • Sep 2004 - Jan 2007

  Created internal knowledge base to disseminate best practices and standards to be used during new customer onboarding. Handled incoming customer disputes and technical issues with a high customer satisfaction close rate.