Summary
Overview
Work History
Education
Skills
Timeline
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Bianca Sonera

Yonkers,NY

Summary

Customer experience and success leader with 7+ years in the SaaS industry, driving mid-market client success through strategic onboarding and data-driven engagement. Proficient in leveraging cross-functional collaboration and customer feedback to enhance product adoption and retention rates. Committed to fostering strong client relationships and optimizing every stage of the customer lifecycle, aiming to deliver transformative value and satisfaction.

Overview

9
9
years of professional experience

Work History

Customer Experience Team Lead - North America

Fresha
New York, NY
05.2023 - 10.2024
  • Boosted engagement for mid-market accounts by 20% through effective customer journey management.
  • Enhanced customer retention rates by 10% via data-driven engagement strategies and feedback analysis.
  • Mentored CX specialists to improve skills in escalation management and client interactions.
  • Led training sessions for new employees, promoting a culture of excellence in customer service.
  • Orchestrated cross-functional workshops to increase product utilization among clients across regions.
  • Reduced support tickets by 23% through improved Help Center content and resources.
  • Implemented targeted education strategies, empowering customers with self-service tools for increased independence.

Senior Global Customer Experience Specialist

Fresha
New York, NY
07.2022 - 05.2023
  • Spearheaded onboarding processes for mid-sized accounts, ensuring swift value realization and fostering loyalty.
  • Delivered customized product walkthroughs and strategy sessions to enhance feature adoption and satisfaction.
  • Designed targeted re-engagement campaigns for at-risk accounts, reducing churn by 15%.
  • Collaborated with product and operations teams to address pain points and optimize user experience.
  • Enhanced documentation to minimize customer friction, contributing to a 13% decrease in inquiries.
  • Analyzed churn signals to develop effective re-engagement strategies for at-risk customers.

Global Customer Experience Specialist

Fresha
New York, NY
08.2020 - 07.2022
  • Resolved global account issues with over 90% one-touch efficiency.
  • Boosted customer satisfaction by 13% through post-resolution CSAT workflows.
  • Enhanced ticket handling protocols, ensuring responses within one day.
  • Communicated client feedback to product teams, influencing roadmap priorities, and reducing feature gaps.
  • Facilitated collaboration across departments to align on client needs.
  • Executed compliance audits on documentation processes, ensuring regulatory adherence and improving data security.

Customer Success Manager

Cater2.me
New York, NY
07.2018 - 09.2019
  • Managed portfolio of 90+ B2B clients through regular check-ins and quarterly business reviews to ensure value alignment.
  • Delivered customized onboarding and training programs, ensuring client success from Day 1.
  • Collaborated with sales and product teams to identify upsell and cross-sell opportunities, resulting in 10% revenue growth.
  • Monitored client satisfaction and usage metrics, proactively addressing risks to achieve 95% retention rate.
  • Negotiated renewals and custom pricing, saving $20K while maintaining high client satisfaction.
  • Launched a client training initiative that boosted engagement and feature adoption by 25%.

Account Manager

WorkStride
New York, NY
05.2017 - 07.2018
  • Managed 70+ corporate client portfolios, driving platform adoption and fostering long-term success.
  • Delivered performance reports with actionable insights to support growth and engagement.
  • Initiated client training programs to significantly elevate feature adoption and user engagement.
  • Enhanced communication strategies, achieving 89% customer engagement rates.
  • Collaborated with cross-functional teams to resolve inquiries and provide exceptional service.
  • Conducted market research to identify potential customers.

Customer Service Representative

WorkStride
New York, NY
03.2016 - 05.2017
  • Facilitated follow-up communications to strengthen customer loyalty and satisfaction.
  • Monitored order processes to ensure timely delivery and maintain customer contentment.
  • Identified upselling opportunities, resulting in increased sales of additional products.
  • Conducted system tests to resolve technical issues and enhance operational efficiency.
  • Managed customer inquiries with professionalism to uphold high service standards.

Education

BBA - Business

CUNY Queens College
Flushing, NY
06.2014

Skills

  • Mid-market account management
  • Customer onboarding and adoption
  • Churn prevention strategies
  • Training coordination
  • Upselling techniques
  • Customer satisfaction analysis
  • CRM proficiency (Salesforce, Zendesk, HubSpot)
  • Help Center optimization
  • Strategic communication and escalation
  • Cross-functional collaboration
  • Data-driven insights
  • SaaS lifecycle management
  • Customer experience improvement
  • Process optimization and documentation

Timeline

Customer Experience Team Lead - North America

Fresha
05.2023 - 10.2024

Senior Global Customer Experience Specialist

Fresha
07.2022 - 05.2023

Global Customer Experience Specialist

Fresha
08.2020 - 07.2022

Customer Success Manager

Cater2.me
07.2018 - 09.2019

Account Manager

WorkStride
05.2017 - 07.2018

Customer Service Representative

WorkStride
03.2016 - 05.2017

BBA - Business

CUNY Queens College

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