Barbara Loving
Palm Bay,FL
Summary
Dynamic and results-oriented Customer Success Manager with extensive experience in building and maintaining strong client relationships, driving customer satisfaction, and enhancing product adoption and loyalty. Proven ability to manage key accounts, identify customer needs, and develop strategies that improve customer success outcomes. Adept at collaborating with crossfunctional teams to ensure product and service delivery aligns with customer goals. Exceptional analytical, communication, and leadership skills with a passion for achieving and exceeding customer success metrics.
Overview
11
11
years of professional experience
Work History
Case Analyst II
ASM Research
Remote
12.2024 - Current
- Conducted research on cases for 1095-A Marketplace Insurance to identify potential fraud.
- Resolved transaction and processing issues through analysis, triage, and collaboration.
- Communicated research findings to consumers via outbound calls.
- Assisted consumers with inquiries through inbound calls.
- Maintained accurate records and notes using CRM tools.
Customer Success Manager
Results-CX
03.2021 - 10.2023
- Orchestrated the onboarding of 200+ new accounts, enhancing customer product knowledge and satisfaction levels
- Implemented tailored customer engagement strategies that increased product adoption rates by 35%
- Developed and executed a customer health monitoring program, reducing churn by 15% annually
- Led quarterly business reviews with key stakeholders, reinforcing customer relationships and identifying upsell opportunities
- Collaborated with the product team to relay customer feedback, resulting in the launch of 3 major product features
- Achieved a customer satisfaction score of 90+ NPS through proactive service and support initiatives
Senior Customer Success Associate
Kelly Connect
06.2019 - 01.2021
- Managed a portfolio of 50 high-value accounts, ensuring a 98% retention rate over two years
- Conducted in-depth data analysis to identify trends and insights, guiding strategic improvements in customer service
- Spearheaded the development of a customer advocacy program, increasing referral business by 20%
- Facilitated effective training sessions for customers on new features and updates, improving engagement by 40%
- Negotiated contract renewals, securing long-term commitments from 95% of eligible customers
- Provided leadership in crisis management situations, resolving issues efficiently and maintaining high levels of customer trust
Account Manager
Kelly Connect
02.2017 - 06.2019
- Directed the seamless transition of 100+ customers to a new platform, maintaining a 100% retention rate during the migration
- Established and maintained strong relationships with key decision-makers, resulting in enhanced account stability
- Developed customized reports for clients, providing valuable insights into their usage patterns and recommendations for optimization
- Played a pivotal role in cross-departmental teams to address and solve complex customer challenges
- Delivered personalized account reviews to clients, demonstrating the value and ROI of their investments
- Actively contributed to product development meetings with feedback from customers, influencing the roadmap prioritization
Customer Support Specialist
Arise
01.2014 - 12.2014
- Resolved an average of 30 customer issues per day, maintaining high satisfaction levels across all interactions
- Initiated a feedback loop with the product team, contributing to a 10% decrease in recurring support tickets
- Developed and maintained comprehensive knowledge base articles, reducing customer inquiries by 25%
- Provided expert guidance to customers navigating complex product ecosystems, enhancing user experience
- Implemented a series of upsell strategies during support interactions, resulting in a 5% increase in sales
- Received the 'Above and Beyond' award for exceptional customer service and dedication to the company's values
Education
Some College (No Degree) - Cyber Security
Eastern Florida State College
Cocoa, FLSkills
- Customer Relationship Management
- Strategic Account Planning
- User Adoption & Retention Strategies
- Customer Satisfaction & NPS Improvement
- Cross-Functional Team Leadership
- Onboarding & Training Programs
- Data Analysis & Reporting
- Problem-Solving & Conflict Resolution
- SaaS Platforms & CRM Software
- Feedback Collection & Product Advocacy
- Customer service
- Data analysis
- Effective communication
- Problem solving
- Collaboration skills
- Attention to detail
- Issue reporting
- De escalation tactics
- Case file management
- Problem-solving aptitude
- Case management
- Reliability
- Problem-solving abilities
- Verbal and written communication
References
References available upon request.
Timeline
Case Analyst II
ASM Research
12.2024 - Current
Customer Success Manager
Results-CX
03.2021 - 10.2023
Senior Customer Success Associate
Kelly Connect
06.2019 - 01.2021
Account Manager
Kelly Connect
02.2017 - 06.2019
Customer Support Specialist
Arise
01.2014 - 12.2014
Some College (No Degree) - Cyber Security
Eastern Florida State College
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