Casandra Dentley
Citrus Heights,CA
Summary
Director of Client Services distinguished by strategic leadership in enhancing client satisfaction and spearheading revenue growth within the energy efficiency sector. Possesses a profound understanding of Building Energy Efficiency Standards Title 24, Section 6, coupled with expertise in project management, audit compliance, and quality assurance oversight. This professional is dedicated to driving forward-looking innovations and achieving excellence in client services through analytical prowess and process optimization. Experience within corporate and startup cultures across people (recruiting, talent development, career leveling, performance management), process creation and scale, vendor management, (budget, headcount forecasting), and project management.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Director of Client Services
CalCERTS, Inc.
01.2022 - Current
- Team Management: Lead and motivate a high-performing client services team, ensuring effective collaboration and optimal performance.
- Client Relationship Building: Cultivate strong relationships with key clients, understanding their needs and ensuring delivery of exceptional services.
- Problem Resolution: Oversee the resolution of client issues promptly and effectively, maintaining a positive client experience.
- Process Optimization: Identify opportunities for process improvement to enhance overall client services efficiency.
- Metrics Tracking: Establish and monitor key performance indicators to evaluate and improve client services performance.
- Revenue Growth: Collaborate with sales teams to identify upsell and cross-sell opportunities, contributing to overall revenue growth.
Director of Support and Customer Outreach
CalCERTS, Inc.
07.2019 - 01.2022
- Customer Support Leadership: Lead and inspire the customer support team to provide exceptional service and address customer inquiries effectively.
- Outreach Strategy: Develop and implement outreach strategies to engage customers, gather feedback, and enhance overall customer satisfaction.
- Cross-functional Collaboration: Collaborate with marketing and sales teams to align outreach efforts with company goals and customer needs.
- Issue Resolution: Oversee the resolution of customer issues and concerns, ensuring a positive and timely resolution.
- Data Analysis: Utilize data analytics to identify trends, measure customer satisfaction, and drive continuous improvement in support and outreach initiatives.
- Team Training: Provide ongoing training to the support team, keeping them updated on product knowledge and communication strategies.
Quality Assurance and Special Account Manager
CalCERTS, Inc.
03.2016 - 07.2019
- Quality Assurance Oversight: Implement and manage quality assurance processes to ensure products or services meet established standards and customer expectations.
- Performance Metrics: Develop and track key performance indicators (KPIs) to measure and enhance the quality of deliverables and customer satisfaction.
- Special Accounts Management: Oversee special customer accounts, providing personalized attention and addressing unique requirements or challenges.
- Audit and Compliance Conduct regular audits to ensure adherence to quality standards and regulatory compliance in all processes.
- Continuous Improvement: Identify areas for improvement in processes, procedures, and product/service quality, and implement effective solutions.
- Customer Feedback Integration: Collect and analyze customer feedback to drive improvements and maintain a high level of customer satisfaction.
Technical Support Specialist
CalCERTS, Inc.
12.2014 - 03.2016
- Customer Assistance: Provide prompt and effective technical support to end-users, addressing hardware and software issues via various channels (phone, email, chat).
- Troubleshooting: Diagnose and resolve technical problems, guiding users through step-by-step solutions and escalating complex issues as needed.
- Knowledge Base Maintenance: Contribute to the creation and updating of a comprehensive knowledge base to assist both customers and internal teams.
- Documentation: Document support interactions, ensuring clear and concise records of issues, solutions, and resolutions.
Education
Business Marketing
American River College
Sacramento, CA2007
Skills
- Zendesk Administrator
- Customer Success Strategy
- Workforce Management
- KPI Reporting & Analysis
- Building Effective Teams
- (Agile) Project Management Cross Functionally
- Learning Management Systems (LMS)
- Quality Assurance (from creation to scale)
- Scaling
- Customer Satisfaction (CSAT)
Certification
Building Energy Efficiency Standards Title24, Section 6
Above Code Programs- RESNET, ZERH, Energy Star/IAP, 45L Tax Credits, CAHP, and NSHP
Timeline
Director of Client Services
CalCERTS, Inc.
01.2022 - Current
Director of Support and Customer Outreach
CalCERTS, Inc.
07.2019 - 01.2022
Quality Assurance and Special Account Manager
CalCERTS, Inc.
03.2016 - 07.2019
Technical Support Specialist
CalCERTS, Inc.
12.2014 - 03.2016
Business Marketing
American River College
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