Summary
Overview
Work History
Education
Skills
Timeline
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Darcell Kincaid

Nashville,TN

Summary

Empathetic and solutions-oriented professional with over 8 years of experience in customer service, digital communication, and cross-functional collaboration. Adept at troubleshooting technical issues, supporting customers with diverse needs, and leveraging CRM systems to deliver exceptional user experiences. Passionate about improving the world through education, with a strong track record of meeting and exceeding customer satisfaction metrics.

Overview

8
8
years of professional experience

Work History

Senior Customer Success Manager

Yelp
01.2022 - 10.2024
  • Provided proactive support to a portfolio of 60+ clients, achieving a 70% retention rate by delivering tailored solutions to meet customer goals.
  • Addressed and resolved technical and usage issues, enhancing overall customer satisfaction.
  • Designed content strategies to educate clients on best practices, resulting in improved product adoption and campaign performance.

Client Success Manager

CarSaver
12.2020 - 01.2022
  • Increased customer retention by 50% through personalized onboarding and relationship-building strategies.
  • Responded to customer inquiries via email, chat, and phone, providing timely and accurate resolutions.
  • Conducted scheduled call-backs to address complex issues and provide personalized support.
  • Delivered actionable insights during account reviews, optimizing client outcomes and satisfaction.
  • Built customer trust by responding empathetically to concerns and resolving technical challenges efficiently.

Customer Support Specialist

Guy Brown
04.2017 - 04.2019
  • Delivered responsive customer support via email and phone, improving resolution times and satisfaction rates.
  • Streamlined communication processes using CRM tools, ensuring a seamless support experience.
  • Led targeted email campaigns to address customer needs, contributing to improved engagement.

Education

Bachelor of Arts - Mass Communications

Tennessee State University
Nashville, TN

Skills

  • Customer Support & Technical Troubleshooting
  • CRM Tools: Salesforce, Zendesk, Intercom, PipeDrive
  • Exceptional Written & Verbal Communication Skills
  • Collaboration Across Cross-Functional Teams
  • Metrics-Driven Decision Making
  • Conflict Resolution & Problem Solving
  • Time Management & Prioritization

Timeline

Senior Customer Success Manager

Yelp
01.2022 - 10.2024

Client Success Manager

CarSaver
12.2020 - 01.2022

Customer Support Specialist

Guy Brown
04.2017 - 04.2019

Bachelor of Arts - Mass Communications

Tennessee State University

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Darcell Kincaid