C REGIS
Customer Success Manager
Bethesda,MD
Summary
Self disciplined, service‑driven leader with a strong record of improving customer experience, optimizing workflows, and delivering measurable results across sales and operations. Skilled in Agile practices, high‑touch communication, and calm, solutions‑focused execution that strengthens relationships and boosts retention. Known for rapid advancement, KPI‑driven decision making, and consistently providing high‑quality support that elevates customer satisfaction and operational performance.
Overview
10
10
years of professional experience
3
3
Certification
Work History
Head of Sales & Marketing
Bozzuto
Arlington, VA
02.2024 - Current
- Curated and managed 5,000 sq ft of residential space for relocating families, delivering seamless onboarding experiences that supported job‑related and family‑driven transitions.
- Coordinated and resolved 85% of HVAC‑related issues within 48 hours, ensuring resident comfort, brand consistency, and reduced escalation volume.
- Increased occupancy by 5% by actively managing the prospect pipeline and guiding prospects through the full lifecycle from inquiry to long‑term resident.
- Executed resident engagement events that contributed to a 2% quarterly increase in retention, strengthening community satisfaction and loyalty.
- Led weekly cross‑functional meetings with service, operations, and leadership teams to review KPIs, align priorities, and remove blockers.
- Applied Agile principles to streamline communication between departments, accelerating issue resolution and improving workflow visibility.
- Elevated the property’s reputation score from 895 to 920 in the first month of the quarter through proactive service recovery and resident‑centric communication.
- Contributed to the property winning a PACE Award for best luxury community with competitive pricing.
- Promoted within 45 days of joining due to exceptional communication, punctuality, and consistent problem‑solving during resident concerns and escalations.
Executive Concierge
WPC Group
Silver Spring, MD
02.2023 - 02.2024
- Delivered a welcoming, high‑touch environment for staff, clients, contractors, vendors, and stakeholders.
- Documented daily operations and coordinated with appropriate departments to resolve issues quickly and maintain service excellence.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Provided accurate information regarding local attractions, restaurants and activities.
- Handled customer complaints to satisfy and retain guests.
Valet founder
Ace Valet
Washington, D.C
06.2016 - 10.2023
- Operated a premium valet service supporting top hospitality brands in the DC area, handling guest vehicles, luggage, and luxury items with professionalism and care.
- Delivered exceptional guest experiences while managing high‑value assets and maintaining strong relationships with hotel and event partners
- Delivered guest vehicles smoothly and met diverse needs of valet customers.
- Issued and collected claim tickets and processed valet parking fees.
- Located and retrieved vehicles quickly to minimize customer wait times.
Operations Manager
Stratton Amenities
Baltimore, MD
02.2020 - 02.2023
- Trained and onboarded new team members, ensuring consistent service standards and operational readiness.
- Managed staff schedules, coordinated daily operations, and maintained smooth workflow across multiple hospitality functions.
- Developed and maintained relationships with external vendors and contractors.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Education
National Diploma - Electrical Engineering
Federal Polytechnic Owerri
Imo State09.2012
Skills
- Demonstrating success in facilitating conversations between product owner and scrum teams
- Possessing excellent verbal and written communication skills in developing and maintaining good working relations at all level
- Adaptive leader & team player with exceptional collaborative skill with distributed onshore, offshore and collocated teams
- Proficiency in using ALM tools, Jira, confluence, Jira align and Rally Hands-on experience working with jira and microsoft teams
- Hands-on experience working in Scaled Agile SAFe environment, collaborating with distributed and collocated teams in resolving dependencies
- Remarkable understanding of Agile methodologies (scrum,kanban,lean,waterfall,xp)
- Supporting product owner in writing stories and prioritizing product backlog items
- Coaching agile teams to high performance by highlighting impediments as well as implementing agile best practices,process and tools
Skills
- Agile Methodologies.
- Scrum framework.
- Project Management.
- User Story writing.
- TDD.
- Test Automation.
- Facilitation Skills.
- Data/Metrics Analysis.
- Conflict Resolution.
- CICD.
- Tech know How E,g, jira,confluence,slack,microsoft team,etc.
- Mentoring/Coaching.
- Empathy/Emotional Intelligence.
Certification
- Certified Scrum Master CSM®
- Professional Scrum Master PSMI
- Professional Scrum Master PSMII
Timeline
Head of Sales & Marketing
Bozzuto
02.2024 - Current
Executive Concierge
WPC Group
02.2023 - 02.2024
Operations Manager
Stratton Amenities
02.2020 - 02.2023
Valet founder
Ace Valet
06.2016 - 10.2023
National Diploma - Electrical Engineering
Federal Polytechnic Owerri