Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Blaine Street

Atlanta,GA

Summary

Goal Oriented Customer Success Manger with over 6 Years of experience providing Retail Technology solutions. Highly skilled in identifying client needs, crafting customized strategies, and implementing solutions to drive business growth and customer retention. Exhibits exceptional communication prowess, complemented by a talent for guiding and empowering team members. Motivated to utilize expertise to drive customer success, prioritize customer objectives and enhance overall customer experience.

Overview

6
6
years of professional experience

Work History

Customer Success Manager

NCR
07.2019 - 12.2023
  • Managed over 600 NCR McDonald's customers serving as primary contact for Franchisees and Tech Personnel responsible for daily restaurant operations
  • Supported onboarding process of more than 1,844 McDonald's customers to SaaS platform MyNCR, enabling them to independently manage orders, check invoices, and access other functions required for hospitality management
  • Orchestrated hardware and software refresh initiatives, driving 52% revenue boost from 2020 to 2021, and 70% surge from 2021 to 2022 for McDonald's projects
  • Utilized ServiceNow to manage escalation tasks for McDonald's initiatives attaining 3% reduction in churn rate and 20% increase in customer satisfaction scores

Customer Experience Associate

NCR
10.2018 - 07.2019
  • Orchestrated seamless customer interactions by adeptly fielding incoming phone calls and emails, translating customer needs for over 1,600 McDonald's Franchisees and technical staff into actionable tasks in ServiceNow
  • Implemented effective troubleshooting techniques for faster problem resolution to improve first contact resolution by 8%

Intern Financial Analyst

First Data
09.2017 - 09.2018
  • Compiled and organized extensive data from multiple sources, resulting in streamlined financial forecasting process. Increased data accuracy by 20% and reduced forecasting time by 30%, leading to more informed decision-making and improved financial performance
  • Utilized analytical skills to identify and quantify instances of payment card fraud within Money Network, presenting findings through comprehensive presentations to stakeholders, facilitating informed decision-making processes

Education

Certificate Of Completion - Information Technology

Year Up
Atlanta, GA
09.2018

Some College (No Degree) - Computer Science

Georgia State University
Atlanta, GA

Skills

  • CRM Software Proficiency
  • Account Management
  • Metrics and Reporting
  • Customer Training and Onboarding
  • Time Management

Websites

Timeline

Customer Success Manager

NCR
07.2019 - 12.2023

Customer Experience Associate

NCR
10.2018 - 07.2019

Intern Financial Analyst

First Data
09.2017 - 09.2018

Certificate Of Completion - Information Technology

Year Up

Some College (No Degree) - Computer Science

Georgia State University

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Blaine Street