Summary
Overview
Work History
Education
Skills
Accomplishments
Additionalinformation
Websites
Timeline
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AJ Dragoni

AJ Dragoni

Galloway,NJ

Summary

Results-driven Customer Success Leader with 15+ years of experience in delivering exceptional technical support and driving customer satisfaction. Expertise in leveraging research and strategic planning to optimize operational efficiency and achieve impactful outcomes. Demonstrated ability to foster cross-functional collaboration for seamless customer experiences and surpassing business objectives.

Overview

11
11
years of professional experience

Work History

Head of Client Support & Professional Services

Evercast
Remote
09.2020 - 02.2022
  • Managed a three-tiered Client Support team consisting of the Onboarding Engineer, Technical Account Management, and Professional Services teams.
  • Crafted and rolled out a comprehensive departmental training and onboarding strategy.
  • Aligned client support policies and systems with the company's objectives using executive management collaboration.

Customer Success Operations Manager

Lexia Learning
Remote
03.2016 - 03.2020
  • Enhance the team's capabilities through effective leadership and development.
  • Lead a team of three CS Business Technology departments in handling customer training registration, registrant attendance/reporting, and facilitator certification tasks.
  • Spearheaded various aspects of the project management activities, including idea generation, requirements assessment, and implementation.

Customer Support Supervisor – Tier 1

Achieve3000 Inc.
Lakewood, NJ
07.2015 - 03.2016
  • Supported the Director of Customer Support in onboarding new hires
  • Achieved improved results in new hire certification through a partnership with the VP of Corporate Learning & Development.
  • Utilized Skills Matrix to develop team training with Support and Product Managers.

Customer Support Lead – Tier 1

Achieve3000 Inc.
Lakewood, NJ
11.2014 - 07.2015
  • Boosted business success through efforts toward team motivation and goal alignment in customer support.
  • Ensured regular review and assessment of customer interactions, implementing a QA program.
  • Achieved timely and targeted responses to inbound customer inquiries by efficiently distributing tasks among team members.

Customer Support Specialist – Tier 1

Achieve3000 Inc.
Lakewood, NJ
04.2014 - 11.2014
  • Achieved excellence in customer support by efficiently and effectively assisting customers with 50+ inquiries on a daily basis via email, chat, and phone.

Administrative Assistant

Consider It Done, Inc.
Toms River, NJ
02.2011 - 02.2014
  • Responded to customer phone calls promptly and accurately, and provided pricing information.
  • Executed efficient and accurate data entry tasks for the setup of the new client system.

Customer Support Manager – Tier 1

Achieve3000 Inc.
Red Bank, NJ
  • Managed three Customer Support teams, including a VIP Customer Experience Team
  • Conducted performance reviews and contributed to employee merit and promotion recommendations
  • Created, implemented, and maintained successful SLAs, KPIs, QA analytics, customer-facing documentation, and departmental SOPS
  • Partnered with product development teams to enhance products based on customer data.

Education

Bachelor of Arts, Business Studies -

Stockton University
Absecon, NJ
12.2008

Skills

  • CRM
  • Salesforce
  • HubSpot
  • Jira Service Desk
  • Zendesk
  • RingCentral
  • InContact
  • Performance monitoring
  • Workflow Optimization
  • Process Improvement
  • Policies and procedures implementation
  • Continuous improvements
  • Cross-Functional Communication
  • Business and Operations Management
  • CSAT & NPS Tracking
  • Project Management
  • Analytics
  • Team Management
  • Customer Success
  • Interdepartmental Relationship Management

Accomplishments

  • Dale Carnegie Leadership Training for Managers
  • 2014 Achieve3000 Rookie of the Year

Additionalinformation

05/2014 - 02/2022, Waters Edge Condominium Board of Trustees

Timeline

Head of Client Support & Professional Services

Evercast
09.2020 - 02.2022

Customer Success Operations Manager

Lexia Learning
03.2016 - 03.2020

Customer Support Supervisor – Tier 1

Achieve3000 Inc.
07.2015 - 03.2016

Customer Support Lead – Tier 1

Achieve3000 Inc.
11.2014 - 07.2015

Customer Support Specialist – Tier 1

Achieve3000 Inc.
04.2014 - 11.2014

Administrative Assistant

Consider It Done, Inc.
02.2011 - 02.2014

Customer Support Manager – Tier 1

Achieve3000 Inc.

Bachelor of Arts, Business Studies -

Stockton University

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AJ Dragoni