ANDREA G. ADL
Wilsonville,OR
Summary
Senior Customer Success Manager with over six years of experience in the technology industry, managing, maintaining, and improving business to customer relationships. Possesses a B.S. in Business Administration, and expertise in communication, presentation, and data analysis. Looking to build upon my knowledge and experience as a Customer Success Manager at Swooped.
Overview
13
13
years of professional experience
Work History
Senior Customer Success Manager
NAVEX
06.2023 - Current
- Established and maintain strong relationships with key stakeholders, resulting in increased customer loyalty, net retention, and increased ARR.
- #1 performer across entire Customer Success Organization in FY23 for cross sells.
- Played instrumental role in customer satisfaction and retention by working with Operational and Executive teams for proper resolution of service and product issues.
- Created and conducted training and mentored team members to promote productivity, accuracy, and commitment to exceptional service.
- Monitored customer progress with quarterly business reviews.
- Created and maintained comprehensive Customer Success documentation for internal use.
Customer Success Manager
NAVEX
03.2020 - 06.2023
- Collaborates across multiple teams to manage urgent and escalated issues Create plan of action to determine root cause, resolve, and prevent future occurrences.
- Holds quarterly strategic business reviews to analyze current and past metrics to determine success plan progression.
- Identify areas of opportunities to help customers achieve goals and initiatives while increasing overall ARR.
- Subject Matter Expert among fellow Customer Success Managers for company's largest product, in product knowledge, sales acumen, and experience.
Senior Customer Support Technician
NAVEX
11.2018 - 03.2020
- Coached and provided training around product knowledge, customer support trouble shooting, and professional acumen
- Actively engaged in cross training through Customer Success and Implementation departments
- Peer to peer mentorship to further develop newer Customer Support Technicians
- Managed support inquiries for executive touch accounts.
Customer Support Technician
NAVEX
10.2017 - 11.2018
- Created and provided technical support for major customer accounts
- Collaborated with multiple departments for modifications of customer web sites and databases
- Took incoming customer calls requiring immediate troubleshooting and problem-solving skills
- Identified areas of opportunity for customer accounts, resulting in company revenue and greater customer satisfaction.
Authorization and Referral Coordinator/Provider Data Research
UNITED HEALTHCARE
05.2016 - 09.2017
- Processed incoming notifications and referrals using Careone and Pega
- Researched and added missing healthcare providers using IBM Personal Communication
- Verified appropriate ICD and CPT codes to ensure proper processing and acceptance of referrals
- Identified misaligned and/or inappropriate requests to ensure proper patient care and documentation.
Health Care Specialist
UNITED STATES ARMY (ACTIVE DUTY)
11.2010 - 11.2014
- Instructor for over 200 students for combat life saver course, resulting in 100% pass rate
- Squad leader of 5 soldiers
- Trained and disciplined in time management, professional development, and personal accountability
- Organized confidential patient files to coincide with HIPAA laws
- Worked in a high stress Emergency Department environment to provide first aide to trauma patients.
Education
B.S. Business Administration -
UNIVERSITY OF COLORADO COLORADO SPRINGS
Skills
- Customer Account Management
- Strategic Planning
- Customer Relations
- Training and Mentoring
- Customer Relationship Building
- Revenue Growth
- Report Analysis
- Records Management
Timeline
Senior Customer Success Manager
NAVEX
06.2023 - Current
Customer Success Manager
NAVEX
03.2020 - 06.2023
Senior Customer Support Technician
NAVEX
11.2018 - 03.2020
Customer Support Technician
NAVEX
10.2017 - 11.2018
Authorization and Referral Coordinator/Provider Data Research
UNITED HEALTHCARE
05.2016 - 09.2017
Health Care Specialist
UNITED STATES ARMY (ACTIVE DUTY)
11.2010 - 11.2014
B.S. Business Administration -
UNIVERSITY OF COLORADO COLORADO SPRINGS