Cachel Griffin
AL
Summary
Results-driven Client Relationship Manager with 5+ years of experience in B2B customer support, technical troubleshooting, and cross-functional collaboration. Proven ability to deliver exceptional support, drive process improvements, and enhance the user experience. Skilled in analyzing customer pain points, optimizing workflows, and contributing to product improvements. Strong track record of reducing resolution times and boosting customer satisfaction in fast-paced, high-growth environments.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Client Relationship Manager W/ Product Support
Off The Record
06.2024 - Current
- Improves customer retention by 25% by analyzing user feedback and collaborating with product and engineering teams to implement 3 high-impact platform enhancements.
- Curates weekly customer feedback digests shared across product, sales, and engineering teams, identifying pain points and influencing product roadmap priorities.
- Develops and maintains help documentation, reducing repetitive support inquiries by 15% and empowering users to self-serve.
- Automates 30% of repetitive tasks by optimizing workflows and introducing new processes, allowing the support team to focus on high-value customer interactions.
- Manages and prioritizes multiple projects simultaneously, working independently and drives results.
- Testes new software and hardware prior to deployment.
Collections Specialist
American Express
05.2022 - 06.2024
- Negotiated to collect balance in full.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Triaged and resolved 50+ daily customer inquiries, identifying high-priority issues and escalating complex cases to appropriate teams with detailed documentation.
- Identified workflow inefficiencies and contributed to process improvements that decreased resolution time by 15%.
- Led training sessions for junior team members, increasing operational efficiency and ensuring consistent customer interactions.
- Maintained a 98% CSAT score by demonstrating empathy, clear communication, and prompt resolution of customer concerns.
Skills
- Customer Service
- Data Analysis
- Product Support & Troubleshooting
- Quality Assurance
- Reporting
- Customer Relationship Management
- Process Improvement
- Workflow Management
- Process Optimization
- Training & Development
- Self-Starter
Certification
Asana Workflow Specialist Certification - March 2025
Timeline
Client Relationship Manager W/ Product Support
Off The Record
06.2024 - Current
Collections Specialist
American Express
05.2022 - 06.2024
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