Brett Lato
Customer Success
Baton Rouge,Louisiana
Summary
Collaborative leader capable of building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings. Experienced manager with dedication to partnering with coworkers to promote engaged, empowering work culture. Expert team leadership, planning, and organizational skills built during successful career. Uses independent decision-making skills and sound judgment to positively impact both company and customer success.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Manager of Training & Education
Polar Electro Inc
10.2014 - Current
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized performance by monitoring daily activities and mentoring team members.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Coached and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Collaborated with sales and product teams to address customer success objectives.
- Created customer support strategies to increase customer retention.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted various workshops related to various B2B solutions and exercise science topics.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Facilitated virtual, in-person and blended learning sessions.
- Designed and delivered web-based, self-directed learning materials.
- Worked with vendors to customize courseware to accommodate business needs.
Education
Master of Arts - Pedagogy
University of Northern Iowa
Cedar Falls, IA 08.2008 - 08.2009
Bachelor of Science - Kinesology
Louisiana State University And A&M College
Baton Rouge, LA 08.2003 - 05.2008
Skills
Strategic Planning
Customer Retention
Staff Mentoring & Leadership
Public Speaking
Customer Account Management
Client Relations
Customer Advocacy
Key accounts development
Timeline
Manager of Training & Education
Polar Electro Inc
10.2014 - Current
Master of Arts - Pedagogy
University of Northern Iowa
08.2008 - 08.2009
Bachelor of Science - Kinesology
Louisiana State University And A&M College
08.2003 - 05.2008
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