CHARLES PATRICK CASSATO
Denver,CO
Summary
Results-driven Customer Success Manager with expertise in revenue retention and client education. Builds strong business relationships and implements process improvements to enhance customer experience. Delivers high-quality service and drives contract renewals and upselling. Experienced in managing support teams and implementing scalable customer service processes across multiple locations.
Overview
14
14
years of professional experience
Work History
Customer Success Manager
Yelp
04.2024 - Current
- Strengthened revenue retention at Yelp through exceptional, timely customer support.
- Educated Yelp advertisers by handling high volume of inbound calls and emails.
- Achieved monthly sales targets consistently.
Customer Success Manager
Houzz
Irvine, CA
02.2019 - 12.2023
- Managed Houzz clients, delivering exceptional customer service and ensuring regular communication with assigned accounts.
- Exceeded annual contract renewals and upselling objectives by over 25%, earning recognition for performance.
- Fostered customer relationships to enhance satisfaction and loyalty.
- Developed training materials for onboarding new clients effectively.
- Coordinated cross-functional teams to address client inquiries promptly.
Retirement Plan Services Representative
Capital Group
Irvine, CA
01.2016 - 02.2019
- Responded to inquiries from retirement plan participants, sponsors, financial professionals, and third party administrators (TPAs) regarding record keeping of plan and participant records, enhancing client understanding and satisfaction.
- Educated clients on plan-specific inquiries and retirement industry concepts and regulations, fostering informed decision-making and compliance.
- Researched questions or requirements to ensure resolution of unclear or incomplete requests, improving response accuracy and efficiency.
Sales and Customer Service Representative
Serck Services
Denver, CO
03.2014 - 12.2015
- Helped start a new division under Serck Services called Unipart Heavy Duty.
- Sold truck parts to long haul truckers and trucking companies and exceeded sales goals by over 20%.
- Managed accounts payable and receivable for sold orders, ensuring timely delivery.
Executive Assistant
YouthBiz
Denver, CO
10.2013 - 12.2013
- Supported Executive Director and Director of Development in daily operations.
- Coordinated fundraising events, achieving average revenue 10% above planned goals.
- Coordinated executive schedules and meetings for optimal time management.
- Managed communication between executives and internal/external stakeholders effectively.
- Prepared detailed reports and presentations for board meetings and strategic discussions.
Customer Service Representative
Wells Fargo Bank
Denver, CO
01.2012 - 10.2013
- Met and exceeded sales and customer service goals, contributing to overall team performance and client retention.
- Sold and opened new product accounts, enhancing customer engagement and satisfaction.
- Balanced cash drawer daily to ensure accurate financial records.
Education
Bachelor of Science - History, Business
The University of Kansas
Lawrence, Kansas05.2010
Skills
- Customer service and support
- Business relationship management
- Inside sales and account management
- Opportunity and strategic planning
- Project implementation and process improvement
- E-commerce fulfillment and SaaS
- Microsoft Office proficiency
- Transportation logistics
- Record-keeping expertise
- AAR experience
Timeline
Customer Success Manager
Yelp
04.2024 - Current
Customer Success Manager
Houzz
02.2019 - 12.2023
Retirement Plan Services Representative
Capital Group
01.2016 - 02.2019
Sales and Customer Service Representative
Serck Services
03.2014 - 12.2015
Executive Assistant
YouthBiz
10.2013 - 12.2013
Customer Service Representative
Wells Fargo Bank
01.2012 - 10.2013
Bachelor of Science - History, Business
The University of Kansas