Bonita Ross
Puyallup,WA
Summary
Professional in client relationship management with track record of enhancing customer satisfaction. Skilled in strategic planning and execution, resulting in improved customer engagement and loyalty. Reliable team collaborator, known for adapting to dynamic environments and achieving consistent results.
Overview
11
11
years of professional experience
Work History
Customer Success Consultant
Lumen Technologies
Seattle , Washington
12.2021 - Current
- Act as a strategic partner, advocating for customer success by analyzing and optimizing the customer journey.
- Onboarding customers through orchestrating an organized kickoff experience, ensuring customer confidence and clarity regarding implementation
- Proactively monitoring and leveraging customer metrics, including usage data, health indicators, and renewal dates to prioritize and execute timely customer engagement plans
- Expanding customer partnership through identifying and qualifying up-sell and cross sell opportunities and engaging sales and technical resources accordingly resulting in monthly revenue uplift of $1.6M.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Analyzed data sets to identify trends and opportunities for process improvements within client organizations.
- Boosted client revenue streams by identifying and capitalizing on untapped market opportunities.
- Conducted risk assessments for business processes, recommending measures to mitigate potential impacts.
Client Support Manager
CenturyLink
08.2014 - 12.2021
- Managing and supporting large enterprise account ensuring needs were met and issues were resolved
- Collaborate with cross-functional teams to provide comprehensive solutions to customer problems
- Provide training and support to clients on products and services
- Conduct regular check-in with client to ensure their satisfaction and address concerns
- Monitor customer metrics and feedback continuously to improve service delivery
- Project management i
- Ensured compliance with industry regulations and company policies throughout all aspects of client support activities.
- Reduced client churn by proactively addressing concerns and identifying areas for improvement within the support experience.
Education
No degree -
Western Washington University
Skills
- Analytical problem-solving
- Detail-oriented approach
- Team leadership
- Client engagement Large Enterprise
- Customer relationship management
- Strategic planning
- Professional presentations
- Client requirements assessment
- Excellent communication
Circle of Excellence 2022
Chosen for the 2022 Circle of Excellence recognized for strong account management, retention and revenue growth.
Timeline
Customer Success Consultant
Lumen Technologies
12.2021 - Current
Client Support Manager
CenturyLink
08.2014 - 12.2021
No degree -
Western Washington University
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