ANN ZEPEDA
Marion,VA
Summary
Customer-focused professional with 30+ years of experience delivering training, communication, and problem resolution for diverse groups. Skilled at onboarding users, explaining complex processes clearly, and building strong relationships that drive engagement and successful outcomes. Proven ability to guide individuals through new systems, troubleshoot challenges, and maintain high levels of satisfaction. Seeking a remote Customer Success, Client Success, or Customer Onboarding role.
Professional in client services, bringing valuable experience to manage and enhance client relations. Known for effectively addressing client needs and resolving issues to improve satisfaction and retention. Collaborative team player focused on achieving results and adapting to dynamic environments. Skilled in communication, problem-solving, and relationship management.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Training & Client Engagement Specialist
Texas Public School System
Texas
01.1994 - Current
- Delivered training and guidance to groups of 100+ individuals, ensuring understanding of systems, expectations, and processes.
- Built strong relationships with stakeholders through clear communication, coaching, and proactive problem resolution.
- Designed structured instructional materials and documentation to improve user understanding and adoption of tools.
- Facilitated onboarding experiences that helped new participants quickly learn processes and expectations.
- Identified challenges and implemented solutions that improved engagement and performance outcomes.
- Managed multiple priorities simultaneously while maintaining high levels of organization and accountability.
Content Moderator
Bazaarvoice
Austin, TX
06.2016 - 06.2022
- Reviewed and assessed user-generated content for compliance with community guidelines.
- Identified and escalated potential risks related to inappropriate content.
- Collaborated with cross-functional teams to enhance moderation processes and tools.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
Education
Bachelor’s of Arts - Criminal Justice
The University of Texas at San Antonio
Skills
- Customer Success & Client Support
- Client Onboarding & Training
- Relationship Management
- Communication & Presentation
- Conflict Resolution
- Problem Solving
- Process Documentation
- Stakeholder Engagement
- Remote Collaboration
- Customer Experience
- Project Coordination
- Zoom
- Google Workspace
- Microsoft Office
- Zoom & Virtual Platforms
- Learning Management Systems
- CRM Familiarity (Salesforce / HubSpot Concepts)
- Project management
- Customer retention
- Customer education
- Problem-solving
- Creative problem solving
Certification
Crisis Prevention Institute (CPI) training to defuse and deescalate situations before a crisis occurs
CUSTOMER SUCCESS EXPERIENCE
- Client Support & Relationship Management: Provided consistent guidance, feedback, and support to ensure positive experiences and successful outcomes.
- Training & Onboarding: Developed and delivered onboarding sessions that helped individuals quickly understand systems and processes.
- Communication & Documentation: Created clear written materials and guides to explain procedures and expectations.
Timeline
Content Moderator
Bazaarvoice
06.2016 - 06.2022
Training & Client Engagement Specialist
Texas Public School System
01.1994 - Current
Bachelor’s of Arts - Criminal Justice
The University of Texas at San Antonio