Savannah Nelson
Pflugerville,Texas
Summary
Strategic and client-focused professional with extensive experience enhancing customer engagement and driving exceptional client experiences. Skilled in leading teams to deliver high-impact service, strengthen client relationships, and exceed performance goals. Proven ability to translate business objectives into actionable client experience strategies that foster loyalty, satisfaction, and long-term growth. Adept at developing and mentoring teams, optimizing customer journeys, and promoting a culture of excellence in fast-paced, dynamic environments.
Overview
9
9
years of professional experience
Work History
Senior Client Specialist
Keller Williams Realty LLC, MAPS Coaching
Austin, TX
09.2023 - Current
- Built and maintained lasting client relationships through onboarding, proactive outreach, and personalized support, driving trust and retention.
- Managed client offboarding and transitions with seamless communication and empathy, reducing cancellation rates by 15%.
- Consistently achieved a 99.8% customer satisfaction score in Zendesk (vs. 92% company average) through timely, empathetic issue resolution.
- Designed and implemented Zendesk workflows and playbooks, improving communication consistency and reducing average team response times by 35 minutes.
- Developed proactive engagement initiatives—including Expiring Hold and “Happy Lanes” programs—boosting satisfaction scores by 10% and cutting cancellations rates by 20%.
- Partnered cross-functionally with operations, billing, QA, and leadership to streamline processes and enhance overall client experience.
- Collaborated with cross-functional teams to ensure seamless delivery of services and exceed client expectations.
- Developed tailored solutions by analyzing client and coaches needs and feedback.
- Facilitated training sessions on new tools and systems for enhanced team performance.
- Mentored junior team members to enhance their skills and contribute effectively towards achieving organizational goals.
- Played an instrumental role in retaining key clientele through regular follow-ups and prompt resolution of concerns raised.
- Trained and mentored new specialists in empathy-driven communication, service excellence, process implementation, and best practices for customer engagement and retention.
- Maintained a personal 100% Maestro QA score and elevated team satisfaction metrics through actionable feedback and coaching.
Assistant Store Manager
DSW Designer Shoe Warehouse
Cedar Park, TX
12.2022 - 09.2023
- Trained 20+ employees and 10 managers in our district on customer service and communication skills.
- Interviewed and hired 15 employees for our own location as well as for 5 other locations in our district.
- Lead our stores customer service and experience training and communicate performance issues to develop performance improvement plans.
- Held employees accountable and corrected issues to achieve high standards. This excludes conducting performance reviews, providing feedback on customer service skills, and driving sales goals.
- I have coordinated and helped run district wide meetings to ensure we achieve profitable sales margins, maintain our store environment for customer and employee health and safety, and set set actionable goals based on established KPIs. Our location has been highest preforming store with an excellent turnover rate in the past four years with these actions put in place.
- In my performance reviews I have exceeded expectations on my ability to adapt, drive results, generate a fun and exciting environment for my team, and maintain excellent customer service skills.
- Developed and executed promotional campaigns to increase foot traffic and sales.
- Ensured compliance with company policies and standards, enhancing operational efficiency.
- Coordinated scheduling and staffing for peak business hours, improving service levels.
Store Supervisor
DSW Designer Shoe Warehouse
Cedar Park, TX
04.2017 - 12.2022
- Engaged with customers to build relationships and brand loyalty, using company tools such as the DSW app and social media platforms.
- Adjusted store staffing based on demands of business.
- Supported management team to achieve sales results and grow business.
- Created recruitment videos to encourage applicants to work for our store and other locations in the district. These were posted on multiple social media sites such as LinkedIn, Instagram, Ticktock, Facebook, and on the corporate Instagram page. This resulted in an increase of applicants in our district and allowed us to fill associate positions.
- Resolved customer sales and service complaints to foster positive experience and retains customers.
- Responded to escalated customer inquiries to assist staff with complex transactions.
- Partnered with visual merchandising team to drive proper flexing and maintenance of merchandise presentation.
- Implemented district wide incentive activities to encourage sales teams to increase metrics and exceed sales plans. These activities were competitions, role playing, and training exercises that allowed the team to be excited about meeting sales and metric plans. We saw our data metrics increase significantly with these in place.
- Enforced company policies while providing excellent customer service in a fast-paced environment.
- Managed employee scheduling, payroll processing, budgeting and financial reporting of 20+ associates.
- Identified areas of improvement within the store’s operations; developed solutions accordingly.
- Coordinated special events such as product launches or promotions to increase brand awareness.
- Recruited, trained, supervised and evaluated a team of 20+ retail associates.
Education
Bachelor Of Arts (B.A.) - Communication
Texas State University
San Marcos, TX05.2023
Associate In Arts (A.A.) - Communication
Austin Community College
Austin, TX05.2021
Skills
- Problem solving with efficient Issue Resolution
- Customer Service and Customer Experience
- Strategic Planning, Attention to Detail and Time Management
- Zendesk, PowerPoint, Teams, Canva, Office 365, Slack, Maestro QA, Excel, Outlook, Maxio, Kajabi, Google Sheets, Stova, Zoom
- Leadership and Management
- Hiring and Training
- Exceptional Verbal and Written Communication
- Onboarding and Offboarding
- High EQ
- Performance Monitoring and Evaluation
- Data-driven decision making
Timeline
Senior Client Specialist
Keller Williams Realty LLC, MAPS Coaching
09.2023 - Current
Assistant Store Manager
DSW Designer Shoe Warehouse
12.2022 - 09.2023
Store Supervisor
DSW Designer Shoe Warehouse
04.2017 - 12.2022
Associate In Arts (A.A.) - Communication
Austin Community College
Bachelor Of Arts (B.A.) - Communication
Texas State University