Customer Success Manager

• Jun 2020 - Present

I play a critical role in driving customer growth and retention. I oversee the post-sale customer relationship and ensure that our clients get the most value from our products. I am responsible for working closely with the sales team, product team, and customers to ensure that we exceed customer expectations and achieve business objectives. I am responsible for driving customer satisfaction and retention while maintaining a quota of renewals and upsells. I play a critical role in driving customer growth and retention. I oversee the post-sale customer relationship and ensure that our clients get the most value from our products. I am responsible for working closely with the sales team, product team, and customers to ensure that we exceed customer expectations and achieve business objectives. I am responsible for driving customer satisfaction and retention while maintaining a quota of renewals and upsells.

Senior Account Manager

• Feb 2019 - May 2020

I mentor, train and support a team of individuals and assist them with the management of their accounts of 45 each. I am the first point of contact for troubleshooting and escalating problems and issues. Strive to provide exceptional customer service to clients and be proactive in regards to account management.Optimize accounts to ensure clients are utilizing the CSI products to maximize their return. Develop team strategies and support with the Team Leader.Manage high profile accounts running $15 million monthly through the CSI platform. Show less

Relationship Manager

• Mar 2017 - Feb 2019

I provide exceptional, world-class customer service to all my clients while proactively managing their accounts and troubleshooting any of their concerns to facilitate the processing of clients’ needs or requests in a timely manner to ensure the automation of the clients account payables. This position focuses on the retention and engagement of existing clients with a book of business of on average about 43 accounts of media companies and advertising agency with an annual spend of millions of dollars. I provide timely weekly, monthly and quarterly reports on client progress, account management, vendor acceptance of payment type and recommendations on revenue growth along with any issues or concerns that may arise. I manage and enhance all necessary client services including but not limited to implementation, vendor enrollment, vendor support, troubleshoot of any predicaments or obstacles and ongoing account maintenance of media client’s accounts all while aligning their needs with company products and services. Show less

Vendor Relations Specialist

• Feb 2017 - Mar 2017

As a Vendor Support Specialist, it is my goal is to give the highest quality of customer service to both our clients and vendors as I assist with processing payments via phone, portal and more. CSI globalVCard products streamline business to business payments through our electronic payment systems allowing payments to be made easily, and internationally. We enable businesses to issue virtual credit card numbers with the ability to control all aspects of each transaction such as authorized dollar amount, single or multi-use, and more. During the process no files are sent, there is no exchange of bank information and no risk of lost checks; globalVCard is the most secure way to make B2B payments. Show less

Assistant Manager

• Jan 2017 - Feb 2017

Monitored multiple databases to keep track of all company inventory. Prepared correspondence, accounting and financial documents for analysis. Assessed customer needs and responded to questions. Cleaned and straightened work area. Issued receipts for purchases and gifts. Worked with customer service to resolve issues. Operated cash register with proficiency. Worked overtime shifts during busy periods. Provided professional and courteous service at all times. Monitored multiple databases to keep track of all company inventory. Prepared correspondence, accounting and financial documents for analysis. Assessed customer needs and responded to questions. Cleaned and straightened work area. Issued receipts for purchases and gifts. Worked with customer service to resolve issues. Operated cash register with proficiency. Worked overtime shifts during busy periods. Provided professional and courteous service at all times.

Compliance Team Member

• Dec 2015 - Jan 2017

Maintained up-to-date knowledge of company policies, payment to vendors for services rendered and the compliance of providers for services to our commercial clients. Created new processes and systems for increasing provider satisfaction. Communicated any requirements still not met by subcontractors to complete work for clients. Assigned work orders to providers, followed up with stores that services were completed to their standards and satisfaction. Vetted new subcontractors nationwide for cleaning services, plumbing, HVAC, electrical and more. Show less

Administrative Assistant

• Aug 2015 - Nov 2015

Responsible for answering multiple phone lines, scheduling appointments, retail sales, patient referral and data entry, upkeep of therapist rooms, tools, and machines Worked as a team member performing cashier duties, services assistance, scheduling, and cleaning. Adhere by strict HIPPA standards and protocols Generated sales and inventory reports in Excel with data from a variety of sources, maintaining a 100% accuracy rate. Resolved product issues and shared benefits of new technology such as a cloud-based system. Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax Show less

Bartender/Server

• Feb 2015 - Apr 2015

Duties include familiarizing guests with the menu and daily specials, accurately recording food and drink orders, running multi-course meals, and tallying bills and handling of cash. Responsible for ringing up customers in a timely manner and guaranteeing a high level of customer service. Up-selling: Direct customers to meal add-ons and specialty drinks of value to increase sale. Guaranteed positive customer experiences and resolved all customer complaints. Duties include familiarizing guests with the menu and daily specials, accurately recording food and drink orders, running multi-course meals, and tallying bills and handling of cash. Responsible for ringing up customers in a timely manner and guaranteeing a high level of customer service. Up-selling: Direct customers to meal add-ons and specialty drinks of value to increase sale. Guaranteed positive customer experiences and resolved all customer complaints.

Life Insurance Agent

• Aug 2014 - Jan 2015

Offer life insurance to potential clients and help them to choose the best policies for their individual situations Sell policies that protect individuals from financial loss to from any accidental death Maintain regular contact with clients and produce leads for future clients Maintained up-to-date knowledge of state policies, and requirements needed to maintain Certification for Life Insurance sales. Cross-trained and provided back-up for other customer service representatives when needed. Computed accurate sales prices for purchase transactions. Prepared and sold a broad range of customized Life Insurance Policies to families and individuals Show less

Waitress/Bartender

• Mar 2011 - Oct 2013

Serve food, and check the quality of the received products. Checked patrons' identification to ensure that they met the minimum age requirement for consumption of alcoholic beverages. Attempted to limit problems and liability related to customers' excessive drinking. Mastered Point of Sale (POS) computer system for automated order taking. Accepted payment from customers and made change as necessary. Managed wide variety of customer service to resolve customer issues quickly and efficiently. Serve food, and check the quality of the received products. Checked patrons' identification to ensure that they met the minimum age requirement for consumption of alcoholic beverages. Attempted to limit problems and liability related to customers' excessive drinking. Mastered Point of Sale (POS) computer system for automated order taking. Accepted payment from customers and made change as necessary. Managed wide variety of customer service to resolve customer issues quickly and efficiently.

Cashier

• Nov 2010 - Feb 2011

Assessed customer needs and responded to questions. Cleaned and straightened work area. Issued receipts for purchases and gifts. Worked with customer service to resolve issues. Operated cash register with proficiency. Worked overtime shifts during busy periods. Provided professional and courteous service at all times. Assessed customer needs and responded to questions. Cleaned and straightened work area. Issued receipts for purchases and gifts. Worked with customer service to resolve issues. Operated cash register with proficiency. Worked overtime shifts during busy periods. Provided professional and courteous service at all times.

Team Member

• Jan 2008 - Jan 2009