Nidasha Willis
Customer Success Manager
Cypress,TX
Summary
Sociable Customer Success Manager versed in applying conflict resolution strategies to escalated customer complaints. Helpful team leader passionate about training others in customer satisfaction. Noted for creativity in customer support strategies.
Overview
6
6
years of professional experience
Work History
Enterprise Customer Success Manager
Gorilla Safety
Spring, TX
09.2019 - Current
- Analyze customer data to improve customer experience.
- Hold product demonstrations for customers.
- Improve onboarding processes.
- Evaluate and improve tutorials and other communication infrastructure.
- Mediate between clients and the organization.
- Handle and resolve customer requests and complaints.
- Minimize customer churn.
- Aid in product design and product development.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Gained customer acceptance by demonstrating cost reductions and operations improvements.
- Managed department call volume of 100 calls per day and coordinated department schedules to maximize coverage during peak hours
- Contributes to sales engineering effectiveness by identifying short-term and long-range issues and recommending courses of action.
SAFETY COORDINATOR
RigRunners Inc
Houston, TX
02.2019 - 08.2019
- Patterson Motor Freight, EZE Trucking and Logistics (Trucking and Logistics).
- Developed new training programs to address performance and knowledge issues.
- Designed programs, policies, and procedures that were implemented to reduce or eliminate workplace injuries and hazards.
- Investigated accidents and hazardous incidents to determine cause and made recommendations for corrective action.
- Developed safety policies and procedures to be used at medical facilities.
- Wrote reports outlining safety issues and potential correction options.
- Supported audit procedures to check all procedures, processes and work standards.
- Prepared relevant SRM documents in conformance with Safety Management System (SMS) order.
- Checked written JSAs and permits for adherence to regulations.
DOT ELD COORDINATOR
Keane Group Inc
Houston, TX
03.2018 - 08.2018
- Enforced safety behaviors in the.
- Recognized, documented and advised on removal of hazards.
- Led safety meetings and training classes to educate workers on safe practices and important policies.
- Requisitioned new supplies and equipment.
- Streamlined and directed occupational safety trend and current hazards analyses.
- Trouble shooting ELD's.
- Keeping track of compliance for ELD's.
- Maintained updated and detailed records of calls in physical and electronic database.
- Processed orders, ran bulk pick sheets, processed and printed invoices and created daily shipping logs.
HR ADMINISTRATIVE ASSISTANT
NIDASHA WILLIS
The Woodlands, TX
02.2017 - 08.2018
- Assisted with meetings and presentations within company.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Filed paperwork, sorted and delivered mail, and maintained office organization.
- Sparked productivity by setting itineraries and scheduling appointments.
- Recruited and screened qualified potential employees.
- Converted employee status from temporary to permanent.
- Set up orientations and initial training for new employees.
- Reduced workers' compensation claims by instituting corporate safety training program.
- Answered and directed 100 outbound and inbound phone calls per day
- Managed employee exit interviews and paperwork
DOT COLLECTION SITE ADVISOR
DISA Global Solutions
Houston, TX
08.2017 - 02.2018
- Create missing logs notifications reports Provide guidance for company compliance inquiries.
- Assist in all other DOT/HSE assigned projects.
- Reviews and processes all driver applicant qualifications documents for accuracy and completeness.
- Requests and reviews background investigation reports such as MVR’s.
- Tracks all driver credentials (License, Medical Cards, etc.) and sends renewal notification report out to the field.
- Assists in Driver Annual Review process to include requests for MVRs and distribution/collection of certificates of violation.
- Assists in completing all driver safety performance history checks and DOT drug/alcohol history checks.
- Complete Employment Verification requests for terminated drivers' prospective employers per FMCSA.
- Conduct periodic self-auditing of all DOT driver qualification files and records to ensure compliance.
- Managed team of 75 employees, overseeing hiring, training, and professional growth of employees.
DOT VERIFICATION SPECIALIST
Aon Hewitt
Houston, TX
01.2014 - 01.2015
- Assist participants with verifying dependents.
- Review records for completeness, accuracy, and compliance with regulations.
- Retrieve patient medical records for physicians, technicians, or other medical personnel.
- Release information to persons or agencies according to regulations.
- Plan, develop, maintain, or operate a variety of health record indexes or storage and retrieval systems to collect, classify, store, or analyze information.
- Protect the security of medical records to ensure that confidentiality is maintained.
- Resolve or clarify codes or diagnoses with conflicting, missing, or unclear information by consulting with doctors or others or by participating in the coding team's regular meetings.
- Used critical thinking to break down problems, evaluate solutions and make decisions
Education
BA - Healthcare Management
College of Healthcare Professions
HIGH SCHOOL DIPLOMA -
Cypress Creek High School
Skills
Pipeline development
Team Building
Customer Relations
Salesforce Software Proficiency
Zoho CRM Software Proficiency
Marketing strategy
Excellent Communication
Attention to Detail
Zendesk Software Proficiency
Hubspot Software Proficiency
Timeline
Enterprise Customer Success Manager
Gorilla Safety
09.2019 - Current
SAFETY COORDINATOR
RigRunners Inc
02.2019 - 08.2019
DOT ELD COORDINATOR
Keane Group Inc
03.2018 - 08.2018
DOT COLLECTION SITE ADVISOR
DISA Global Solutions
08.2017 - 02.2018
HR ADMINISTRATIVE ASSISTANT
NIDASHA WILLIS
02.2017 - 08.2018
DOT VERIFICATION SPECIALIST
Aon Hewitt
01.2014 - 01.2015
BA - Healthcare Management
College of Healthcare Professions
HIGH SCHOOL DIPLOMA -
Cypress Creek High School