Cecilia Cecilia
Oxnard,CA
Summary
Personable customer relations leader. Skilled in establishing and nurturing impactful relationships within diverse clients. Adept at developing and implementing communication strategies that effectively convey organizational objectives while addressing community needs. Demonstrated success in coordinating community events and initiatives, fostering a positive and collaborative environment between the organization and its stakeholders.
Overview
5
5
years of professional experience
Work History
Customer Relationship Manager
South Park Doggie Inc.
03.2023 - 09.2023
- Improved client communication and rapport by creating and implementing a personalized onboarding and follow-up system, resulting in a 40% increase in positive client feedback.
- Collaborated with the marketing team to create engaging promotional campaigns for the daycare services, resulting in a 30% increase in client registrations.
- Organized and supervised special events such as doggy meetups, educational workshops for pet owners, and holiday-themed parties at the daycare.
- Regularly analyzed customer feedback and service metrics to identify trends and areas for improvement, presenting findings to the management team for strategic planning.
Franchise Sales Consultant
QWENCH Juice Bar & DRNK Coffee + Tea
02.2022 - 03.2023
- Fostered strong relationships with potential and existing franchisees through regular, personalized communication, resulting in a 35% improvement in franchisee satisfaction.
- Conducted in-depth discussions with potential franchisees to understand their goals and challenges, enabling tailored support and advice, increasing franchisee success rate by 15%.
- Ensured that all franchise operations complied with company standards and brand values, maintaining a high level of brand consistency across locations.
- Provided ongoing support and consultation to prospective and new franchisees, including business planning, financial analysis, and operational guidance.
Customer Success Associate
Zappi
07.2021 - 02.2022
- Managed and nurtured 17 premium and enterprise accounts by cultivating a trusted advisor relationship
- Conducted client onboarding sessions and training on the use of market research tools, leading to a 10% increase in client engagement with our services.
- Identified organic expansion opportunities for cross-selling and upselling additional services, contributing to a 15% increase in account revenue.
- Regularly met with customers from various research and brand departments in video calls, weekly "office hours", training, site visits, and yearly/half/quarterly review sessions.
Customer Success Apprenticeship
SV Academy
06.2021 - 07.2021
- Selected in the top 2% of applicants for a program offered to high-potential individuals preparing for a CS role in SaaS.
- Rigorously trained (300+ hours) and assessed on Customer Success skills by instructional coaches and industry professionals.
- Emotional Intelligence: cultivating empathy, growth mindset, coachability, overcoming rejection, time management, prioritization.
- Developed customer success workflow by mastering the customer journey; human-centered customer engagement; practical experience with data and tech tools; managing risk and effectively escalating issues; following up with customers and logging activity; creating stories, executive summaries, and slide decks for effective EBRs.
Marketing Manager/Executive Assistant
South Park Doggie Inc.
08.2018 - 01.2021
- Executed 30+ promotional events to build brand recognition which boosted free to paid conversions and generated over $100k in additional revenue.
- Invigorated company morale through social events programming, which contributed to decreased employee absenteeism and increased job satisfaction levels by 20%.
- Oversaw and led employees to adopt a new cloud-based software system and led product adoption for customers which increased online customer engagement by 75%.
- Surpassed quarterly sales goals by 25% and was commended for proactive client relationship building.
Education
Bachelor of Arts - Communication Studies
California State University - Northridge
Northridge06.2025
Associate of Arts - Communications
Oxnard College
Oxnard, CA06.2018
Skills
- Inter-Department Collaboration
- Customer Relations
- Relationship Building
- Proficient in Google Workspace
- Account Management
- Customer Surveys
- Training and Mentoring
- Fluent in Spanish
Languages
Spanish
Native or Bilingual
Timeline
Customer Relationship Manager
South Park Doggie Inc.
03.2023 - 09.2023
Franchise Sales Consultant
QWENCH Juice Bar & DRNK Coffee + Tea
02.2022 - 03.2023
Customer Success Associate
Zappi
07.2021 - 02.2022
Customer Success Apprenticeship
SV Academy
06.2021 - 07.2021
Marketing Manager/Executive Assistant
South Park Doggie Inc.
08.2018 - 01.2021
Bachelor of Arts - Communication Studies
California State University - Northridge
Associate of Arts - Communications
Oxnard College
Similar Profiles
Amy SchneiderAmy Schneider
TEACHER/COACH at Park Hill School District- Park Hill South High SchoolTEACHER/COACH at Park Hill School District- Park Hill South High School
Rob HannaRob Hanna
Executive Director and CAO at South Suburban Park and Recreation DistrictExecutive Director and CAO at South Suburban Park and Recreation District
Jacob RichertJacob Richert
Service Plumber at J&A South ParkService Plumber at J&A South Park
Vanessa ZavalaVanessa Zavala
Provider Services Representative at Optum / Seaview IPAProvider Services Representative at Optum / Seaview IPA
Dyana BrickhouseDyana Brickhouse
Crew Member at Raising Cane’s RestaurantsCrew Member at Raising Cane’s Restaurants