Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Hi, I’m
Acacia "Ace" Harvey
Customer Success Manager
Memphis,TN
Summary
Overview
10
years of professional experience
Work History
Lavu, IncRemote
Customer Success Manager
07.2022 - 01.2023
Job overview
- Overseeing direct management of all accounts in Eastern/ Central region of USA (710 accounts/ $150,000 in monthly recurring revenue)
- Entering JIRA tickets and managing completion of noted product issues
- Designing new campaigns with Marketing team to boost customer engagement and proactively identify client concerns with through digital marketing
- Creating customer support strategies to increase customer retention.
- Participating in User Acceptance Training prior to product launches (Validation/Acceptance)
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Leading process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
- Analyzing customer data to identify trends and develop strategies to improve customer success metrics
- Monitoring customer progress and addressed customer inquiries with timely and accurate updates.
- Collaborating with sales and product teams to address customer success objectives.
Lavu
Account Manager
05.2020 - 07.2022
Job overview
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Met existing customers to review current services and expand sales opportunities.
- Direct management of 20-25 high risk accounts
- Managed ongoing relationship with 5,000+ active client accounts
- Collaborated closely with Sales, Marketing, Onboarding, and Project Management to implement new campaigns to increase customer retention
- Communicated progress of initiatives with stakeholders quarterly
- Assisted with product bug tracking using Jira
Starry, Inc
Technical Support Team Lead
11.2018 - 05.2020
Job overview
- Supervised 8-12 members of technical staff accountable for data and computer network operations
- Coordinated and delegated work assignments to resolve procedural and critical technical issues
- Ensuring compliance to in-house tools, regulatory standards, and company policies
- Ensuring achievement of key metrics: adherence, performance, and customer satisfaction
- Operating as integral and effective member of Management Team across departments
- Recruiting; selecting and managing team performance and development
AT&T
Technical Support Representative, Onboarding Specialist
03.2015 - 11.2018
Job overview
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to wireless technical support needs.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Generated reports to track performance and analyze trends.
Apple
Apple Technical Support Representative
05.2013 - 03.2015
Job overview
- Provided exponential level of customer satisfaction
- Managed 30+ wireless accounts by addressing billing, service, or device concerns
- Troubleshooting network and/or device issues
- Applied payments and or setting payment arrangements
- Corrected provisioning issues based on customer accounts
- Exceeded set metrics for performance
- Used effective customer service and telephone techniques to build and solidify client relationships
- Completed successful Manager-in-Training program, and assisted with Floor Support
- Establish the on boarding process of new customers to the AT&T and Sprint customers
- Educate customers of proper phone usage through training
- Cross-sell and upsell other company-endorsed products and features
Education
Middle Tennessee State UniversityMurfreesboro
from Mass Communications
University Overview
Skills
- High attention to detail
- Organizational Skills
- User Acceptance Testing
- Advanced Excel Spreadsheet Functions
- Business Development
- Data Profiling
- User Experience
- Account Management
- Troubleshooting and Assistance
- Training Material Development
- Apple Certified Support Professional (ACSP)
- Mac Systems
Accomplishments
Accomplishments
- Increasing and maintaining TrustPilot score from 3.8 to 4.6
- Achieved 93% business return rate through effectively helping with proactive account management
- Collaborated with team of 9 in the successful development of the Cash Discount Program
Timeline
Customer Success Manager
Lavu, Inc
07.2022 - 01.2023
Account Manager
Lavu
05.2020 - 07.2022
Technical Support Team Lead
Starry, Inc
11.2018 - 05.2020
Technical Support Representative, Onboarding Specialist
AT&T
03.2015 - 11.2018
Apple Technical Support Representative
Apple
05.2013 - 03.2015
Middle Tennessee State University
from Mass Communications