Aerial Smith
Client Success Specialist
Lakeland,FL
Summary
Customer-focused professional with a strong background in healthcare support, client services, and program coordination. Currently transitioning into the SaaS space. Skilled in onboarding and training clients, managing account relationships, and guiding users through product adoption and workflow optimization. Experienced with collaborating with cross-functional teams, resolving support issues, and leveraging CRM and data tools to drive client satisfaction, engagement, and retention. Known for building strategic partnerships, improving user experience, and delivering value through personalized customer success strategies.
Overview
19
19
years of professional experience
4040
4040
years of post-secondary education
3
3
Certifications
Work History
Director of Programs
X-tra Training
Lakeland, Florida
06.2015 - Current
- Oversaw the development and delivery of training programs for underserved and at-risk communities.
- Partnered with 5 local agencies and social programs to connect clients with supportive resources.
- Coordinated instructional plans with multiple stakeholders to improve participant outcomes.
- Identified social barriers and developed action plans for over 100 families to increase engagement and retention.
- Assisted with the design of 2 customized training programs to enhance staff and client knowledge and skills in key areas of responsibility.
Educational Consultant
Varsity Tutors
05.2024 - Current
- Provided personalized customer service to parents and guardians regarding academic needs of students through phone calls, email and live video chat.
- Collected data, modeled trends and submitted sales forecasts to management.
- Empowered clients to pursue skills development, resulting in sale of comprehensive instructional programs.
- Maintained an extensive knowledge of industry trends, competitor offerings, and state education standards to better serve clients'' unique challenges.
- Increased client satisfaction by providing tailored educational solutions for schools and districts.
- Provided ongoing support to existing customers by conducting regular check-ins, monitoring usage data, and offering additional training when necessary.
- Managed approximately 192 incoming calls per day from customers, schools, and businesses.
Special Education Teacher
For Corners Charter Upper School
01.2019 - Current
- Provided intensive behavioral and academic support to students with complex emotional and developmental needs.
- Partnered with 120 families and interdisciplinary teams to create and manage IEPs.
- Supported transitions from school to post-secondary programs, including job training and therapeutic care.
- Advocated for equitable services, accommodations, and social-emotional support.
Student Services Intern
Four Corners Charter Upper School
01.2022 - 01.2023
- Participated in assessments and care planning for students facing academic, behavioral, or social challenges.
- Delivered individual and group interventions to support mental health and family systems.
- Connected families with external resources including housing support, financial aid, and counseling services.
- Collaborated with school psychologists, nurses, and social workers to manage 40 high school student caseloads.
Truancy Director
New Beginnings High School
01.2013 - 01.2016
- Implemented attendance interventions and community outreach strategies that led to a 20% drop in chronic absenteeism.
- Created a re-engagement process for students returning from extended absences to support smoother transitions.
- Worked with school staff, families, and agencies to identify and address the root causes of truancy.
Family Support Worker
Gulf Coast Jewish Family and Community Services
01.2010 - 01.2013
- Provided ongoing support to case managers by helping families keep appointments, gather documentation, and stay connected to needed services.
- Maintained regular communication with families to check in on their needs and assist with scheduling.
- Helped organize parenting classes and distributed community resources to improve family engagement.
- Supported more than 50 families with outreach and follow-up that promoted consistency and stability.
Assistant Director – Adult Day Training (ADT) Program
Help is on the Way
Lakeland, FL
01.2007 - 01.2010
- Conducted psychosocial screenings and collaborated with caregivers to create individualized support plans.
- Assisted with eligibility determination for government-funded programs and Medicaid waiver services.
- Delivered crisis intervention and coordinated behavioral support for 50 high-risk adults.
- Facilitated smooth transitions between care settings and linked clients to community services.
Education
Master of Education (M.Ed.) - School Counseling
Southeastern Oklahoma State University
Durant, Oklahoma12.2023
Bachelor of Business Administration (BBA) - Health Services Administration
Strayer University
Tampa, Florida06.2015
Skills
- Client onboarding
- CRM expertise
- Collaborative teamwork across functions
- Organizing and leading training webinars
- Issue Resolution & Escalation Support
- Customer retention strategies
- Service Coordination
- Data Tracking & Reporting
- EHR system expertise
- Relationship Building
Certification
CPR & First Aid Certified
Timeline
Educational Consultant
Varsity Tutors
05.2024 - Current
Student Services Intern
Four Corners Charter Upper School
01.2022 - 01.2023
Special Education Teacher
For Corners Charter Upper School
01.2019 - Current
Director of Programs
X-tra Training
06.2015 - Current
Truancy Director
New Beginnings High School
01.2013 - 01.2016
Family Support Worker
Gulf Coast Jewish Family and Community Services
01.2010 - 01.2013
Assistant Director – Adult Day Training (ADT) Program
Help is on the Way
01.2007 - 01.2010
Master of Education (M.Ed.) - School Counseling
Southeastern Oklahoma State University
Bachelor of Business Administration (BBA) - Health Services Administration
Strayer University
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