CAROLINE L. POPE
Fort Mill,SC
Summary
Motivated Customer Success Manager with a strong record in driving timely resolutions for customer escalations and enhancing client satisfaction. Skilled in implementing feedback systems and ensuring alignment between client expectations and service delivery through effective communication and project coordination.
Overview
11
11
years of professional experience
Work History
Customer Success Manager
Weatherguard Roofing & Restoration
Charlotte, NC
10.2022 - 12.2025
- Drove timely resolutions for customer escalations through direct engagement with clients.
- Facilitated prompt conflict resolution between clients and service teams to maintain satisfaction.
- Conducted regular check-ins with clients to ensure their needs were met.
- Coordinated client and project team communications to ensure alignment and clarity.
- Implemented feedback systems to enhance customer experience initiatives.
- Collaborated with sales teams to align customer expectations and offerings.
- Managed customer inquiries and complaints in a professional manner.
- Developed training materials for customer service representatives.
Project Manager
SOLID SURFACE CARE, INC
Charlotte, NC
01.2017 - 07.2022
- Conduct high-level project work, including onboarding new subcontractors, client contracts, special projects and various other operational needs.
- Act as the primary project recipient, deliverables including data build-out and account information integrity.
- Served as main contact for select national accounts, co-managing Customer Touch Program to enhance client relations.
- Performed detailed reporting and responded to client inquiries and requests.
- Executed final order validation processes, ensuring accuracy and completeness for timely invoicing.
- Oversaw system updates and data management operations, maintaining data integrity and operational efficiency.
- Input new account data according to project and/or client management.
Intern
JESSICA ROURKE WEDDINGS AND EVENTS
Columbia, SC
01.2016 - 12.2016
- Improved communication and interaction within organization and clients, enhancing overall collaboration.
- Managed client communications to address inquiries and provide updates.
- Coordinated with vendors to ensure timely delivery of services and materials.
- Assisted in planning and organizing wedding events and special occasions.
- Utilized Microsoft Office Suite to address various computer needs, supporting daily operations.
Executive Board Member
DUCKS UNLIMITED
Columbia, SC
09.2014 - 05.2016
- Led strategic planning sessions to enhance organizational effectiveness.
- Guided fundraising efforts to support habitat restoration and wildlife preservation projects.
- Coordinated fundraising events, leveraging leadership skills to navigate demanding situations and achieve organizational goals.
- Collaborated with stakeholders to develop conservation initiatives and outreach programs.
- Fostered teamwork by cultivating a positive work culture through open communication, enhancing collaboration among team members.
Education
Bachelor of Science - Hotel, Restaurant, Tourism Management
The University of South Carolina
Columbia, SCSkills
- Customer Relationship Management
- Customer Engagement Strategy
- Customer Experience Enhancement
- Reporting & Data Management
- Project coordination
- Strategic Operations
- Business Plan Execution
- Leader & Point of Contact
- Client communication
- Proven Communication and Collaboration Skillset
- Conflict resolution
- Account Integrity
Timeline
Customer Success Manager
Weatherguard Roofing & Restoration
10.2022 - 12.2025
Project Manager
SOLID SURFACE CARE, INC
01.2017 - 07.2022
Intern
JESSICA ROURKE WEDDINGS AND EVENTS
01.2016 - 12.2016
Executive Board Member
DUCKS UNLIMITED
09.2014 - 05.2016
Bachelor of Science - Hotel, Restaurant, Tourism Management
The University of South Carolina