Carly Hankinson
Caldwell,ID
Summary
Dynamic Customer Success Manager with a proven track record, excelling in customer retention and relationship building. Expert in problem-solving and inter-department collaboration, I successfully reduced customer complaints and enhanced service quality, driving loyalty and revenue growth through strategic initiatives and effective communication.
Overview
2026
2026
years of professional experience
Work History
Customer Success Manager
Right Now Heating, Air Conditioning and Plumbing
02.2015 - Current
- Developed a proactive customer service department focusing on preventing client concerns by identifying potential concerns before they affect a customer's experience.
- Collaborated with fellow management to improve customer service processes and support structures company-wide.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Researched and corrected customer concerns to promote company loyalty.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Kept accurate records to document customer service actions and discussions.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Reduced customer complaints by proactively identifying and addressing common issues.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Took ownership of customer issues and followed problems through to resolution.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Headed our collections department and dramatically reduced delinquent accounts with strong negotiating skills and a proactive approach.
- Coordinating sub contractors when needed for liability property damage concerns.
- Tasked with tracking and responding to all negative reviews, complaints, and lawsuits.
Manager
Growler Guys
2013 - 2015
- Managed and motivated employees to be productive and engaged in work.
- Coordinated special events such as holiday promotions or clearance sales to drive additional business.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled store inventory and reviewed cash handling and operations reports.
- Answered questions about store policies and addressed customer concerns.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
Owner/Operator
Promolific
2011 - 2013
- Designed and sold promotional products and branded materials.
- Provided top-notch customer service, addressing inquiries related to printing specifications or requirements promptly and accurately.
- Boosted sales performance by developing and implementing effective sales strategies.
Skills
- Customer relationship building
- Project management
- Public relations
- Collections and negotiations
- Customer retention
- Inter-department collaboration
- Customer retention
- Training programs
- Customer advocacy
- Staff mentoring & leadership
- Problem-solving
- Excellent communication
- Decision-making
- Problem-solving aptitude
Timeline
Customer Success Manager
Right Now Heating, Air Conditioning and Plumbing
02.2015 - Current
Manager
Growler Guys
2013 - 2015
Owner/Operator
Promolific
2011 - 2013