A. Griffin
Norfolk,VA
Summary
Accomplished Customer Success Supervisor adept in team building, project management, and data analysis. Leading initiatives that significantly enhance customer satisfaction and team performance. Expert in change management and staff mentoring, consistently delivering strategic solutions and fostering customer advocacy.
Overview
8
8
years of professional experience
Work History
Customer Success Supervisor
InMotion Hosting
Virginia Beach, VA
08.2021 - Current
- Monitor team metrics, develop actionable insights, and provide ongoing feedback to improve performance
- Plan and deliver training sessions to improve employee effectiveness, address areas of weakness, and educate on new products
- Develop and execute customer success strategies to increase retention rates
- Respond to escalated customer complaints with empathy and solution-minded insight
- Anticipate departmental needs and proactively adjust coverage to meet performance goals
- Develop and maintain customer success documentation and resources
- Negotiate contract renewals and manage customer expectations to ensure satisfaction
- Interview prospective employees and provide input to HR on hiring decisions
- Analyze business performance data and forecast results for stakeholders
- Collaborate with senior management on long-term strategic planning initiatives related to projects in development or execution stages
- Review project risks and devise proactive strategies to avoid potential roadblocks
- Assign work and monitor performance of project personnel
- Produce thorough, accurate, and timely reports of project activities
- Implement quality control measures to uphold company standards
- Analyze customer data to identify trends, issues, and opportunities for improvement
- Mediate conflicts between employees and facilitate effective resolutions to disputes
- Oversee implementation of new product lines, collaborating with product development teams to incorporate customer and employee feedback into new releases.
Customer Service Representative
InMotion Hosting
Virginia Beach, VA
02.2020 - 08.2021
- Answered customer inquiries via phone, email, and chat
- Regularly exceeded performance metrics through effective time management and efficient problem-solving
- Assisted in training and supervising new employees through the IMH Ambassador program
- Screened new orders for warning signs of fraud using internal and external resources
- Assisted customers with product selection, ordering, billing, and cancellation/refunds
- Gathered customer feedback through surveys and used the data to improve customer service
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs
- Identified opportunities for upselling additional products or services based on customer needs
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Prevented key account losses by researching discrepancies and correcting problems
- Updated databases with new and modified customer data
- Maintained detailed records of customer interactions and transactions
- Identified areas of improvement in customer service processes and suggested improvements accordingly
Office Administrator
Beach Outdoor Storage and UHaul
Virginia Beach, VA
07.2017 - 02.2020
- Identified customer needs to assist in selecting appropriate moving equipment and storage facilities
- Initiated and confirmed rental reservations via phone, email, and in person to ensure accuracy and internal reporting compliance
- Responded to customer inquiries, feedback, and complaints in a timely and courteous manner
- Trained and supervised new employees in adherence to organizational guidelines
- Reviewed employee time sheets for accuracy prior to submission for payroll processing
- Replenished office supplies, placing new orders for restocking to maintain inventory
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day
- Processed financial documents, contracts, expense reports and invoices
Education
Google Certificate in Data Analytics
Coursera
10.2023
Google Certificate in Project Management
Coursera
08.2023
Bachelor of Arts - French Literature
Old Dominion University
Norfolk, VA12.2013
Skills
- Team Building
- Training/Mentoring
- Project Management
- Google Workspace
- JIRA
- Data Analysis
- Change Management
- Customer Advocacy
- Schedule Management
- Zendesk
Timeline
Customer Success Supervisor
InMotion Hosting
08.2021 - Current
Customer Service Representative
InMotion Hosting
02.2020 - 08.2021
Office Administrator
Beach Outdoor Storage and UHaul
07.2017 - 02.2020
Google Certificate in Data Analytics
Coursera
Google Certificate in Project Management
Coursera
Bachelor of Arts - French Literature
Old Dominion University
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