Carter Walters
Brooklyn,NY
Summary
Results-driven Customer Success & Account Management professional with over 10 years in managing customer relationships and driving technology adoption. Expertise in consultative discovery, client education, and CRM management enhances retention and operational efficiency. Experienced in hospitality and restaurant technology, delivering tailored solutions that address operational challenges and drive business value.
Overview
12
12
years of professional experience
Work History
Licensed Insurance Agent
Globe Life - National Income Division
New York, NY
12.2025 - 08.2026
- Managed client relationships throughout sales cycle, conducting discovery, needs analysis, recommendations, follow-up, and policy education to ensure client satisfaction.
- Conducted consultative client conversations to identify financial protection needs and recommend tailored insurance solutions.
- Maintained 45% close rate on held appointments by applying needs discovery, relationship-building, and effective objection handling.
- Manage prospect pipeline, scheduling, activity tracking, forecasting, and follow-up in a high-volume performance environment.
- Use CRM systems to maintain accurate client records, track interactions, and manage follow-up activity.
Customer Experience Manager
Bacall's - Times Square
New York, NY
06.2022 - 12.2023
- Managed customer-experience operations for a high-volume Times Square hospitality business generating $100K+ in daily revenue.
- Acted as the primary escalation point for customer concerns, service recovery, and time-sensitive operational issues, balancing customer needs with business priorities.
- Analyzed guest feedback and operational data to identify improvement opportunities, contributing to a 10% increase in satisfaction scores.
- Led training for 30+ employees on customer experience standards and technology-enabled workflows, ensuring operational consistency and elevating service quality.
- Partnered with operations leadership and technology vendors to streamline workflows and enhance restaurant processes, improving overall service delivery.
- Supported implementation, onboarding, training, and adoption of restaurant technology platforms, including Micros, OpenTable, and Tripleseat.
- Translated operational needs into actionable technology and process improvements, empowering frontline teams to deliver better customer experiences.
General Manager
Nostrand Social
Brooklyn, NY
07.2018 - 03.2022
- Directed daily operations for a high-volume restaurant, overseeing customer experience, staffing, financial performance, and operational execution.
- Managed and developed a 20+ person team, including hiring, onboarding, training, scheduling, performance coaching, and accountability.
- Implemented and optimized Upserve to improve reporting, workflow visibility, and operational efficiency.
- Built standardized training programs and service processes to improve consistency and team performance.
- Managed vendor relationships and operational planning to align customer experience, labor, inventory, and profitability objectives.
- Analyzed operational reporting and customer feedback to identify workflow and service improvements.
Account Manager
Bounce
New York, NY
06.2019 - 01.2020
- Built trust and sustained client engagement through clear communication, education, and relationship management.
- Educated clients on services, resolving questions to facilitate smooth enrollment process.
- Collected and analyzed enrollment data to identify engagement trends, informing outreach strategy enhancements.
- Managed community-based outreach for a national digital inclusion program, guiding participants through eligibility, enrollment, application, and activation.
Head Server/Trainer
Meehan's Public House - Atlantic Station
Atlanta, Ga
07.2014 - 05.2018
- Ranked among top performers by driving sales growth and fostering repeat business through strong customer relationships.
- Developed and delivered new-hire training to enhance customer experience, uphold service standards, and ensure operational consistency.
Education
Bachelor of Arts - Psychology
Morehouse College
Atlanta, Ga05-2014
Skills
- Customer Relationship Management
- CRM Management
- Client Education & Enablement
- Customer Retention
- Objection Handling
- Customer Advocacy
- Account growth
- Technology Adoption & Training
- Restaurant Technology
- Process Optimization
- Workflow Improvement
- Data Analysis & Reporting
- Issue resolution
- Cross-Functional Collaboration
Timeline
Licensed Insurance Agent
Globe Life - National Income Division
12.2025 - 08.2026
Customer Experience Manager
Bacall's - Times Square
06.2022 - 12.2023
Account Manager
Bounce
06.2019 - 01.2020
General Manager
Nostrand Social
07.2018 - 03.2022
Head Server/Trainer
Meehan's Public House - Atlantic Station
07.2014 - 05.2018
Bachelor of Arts - Psychology
Morehouse College