Celena Magnussen
Deltona,FL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Use independent decision-making skills and sound judgment to positively impact company success.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Director of Customer Success
Sendspark
Florida
04.2022 - Current
- Spearheading Customer Success across the board to increase customer retention
- Implementation of customer acquisition strategies
- Managing key client relationships and providing strategic guidance to drive customer success and satisfaction
- Creating additional revenue with increased meetings resulting in 3x higher conversions
SR. Customer Success Manager
Fiverr
04.2021 - 04.2022
- Created & implemented training curriculum while leading the Buyer/Seller Training Program
- Liaison between Buyer Success Team and Director of Customer Success
- Responsible for assigning new sign-up buyer accounts to Buyer CSM team
- Successfully onboarded VIP buyers into newly implemented buyer program (Fiverr Select)
- Managed VIP buyer accounts, matching buyers to high-quality freelancers that aligned with buyer's criteria
- Collaborated directly with Seller CSM team to understand seller trends, skills, communication patterns, and service categories to match potential buyers effectively
- Presented data analysis in quarterly VOC’s that included buyer stats, trends, feedback, and proactive solutions
- Identified buyer needs & expectations for the entire Buyer team
- Liaised conflict resolution between buyer and seller.
Global Quality Manager
Jeunesse
05.2016 - 03.2021
- Lead a team of quality assurance professionals in monitoring and evaluating product quality across global markets
- Developed and implemented global quality training manual to ensure compliance with regulatory standards and industry best practices
- Conducted regular audits and inspections of service calls to identify areas for improvement and optimize customer service processes
- Collaborated with cross-functional teams to address quality issues and implement corrective actions, resulting in a reduction in product defects
- Implemented training programs for employees to enhance their understanding of quality requirements and standards.
Education
Fashion Merchandising -
Johnson & Wales University
Sociology -
Daytona State
Skills
- Customer Acquisition
- Client Relationship Management
- Account Management
- Project Management
- Motivational Leader
- Team Development
- Customer Insights
- HubSpot Experience
- Proficient in Gsuites & Microsoft Office Suite
- Leadership Development
- Sales and Marketing
- Relationship Sales
- Negotiation and Conflict Resolution
- Interpersonal Relations
- Scheduling and Coordinating
- Decision-Making
- Project Planning
- Onboarding and Orientation
- Customer Retention Strategies
Quote
“I am only one, but still I am one.I cannot do everything, but still I can do something; and because I cannot do everything, I will not refuse to do something that I can do.”
Helen Keller
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Part TimeContract WorkLocation Preference
RemoteImportant To Me
Company CultureFlexible work hoursWork from home optionTimeline
Director of Customer Success
Sendspark
04.2022 - Current
SR. Customer Success Manager
Fiverr
04.2021 - 04.2022
Global Quality Manager
Jeunesse
05.2016 - 03.2021
Fashion Merchandising -
Johnson & Wales University
Sociology -
Daytona State