Charline Spadoni

• Act as an escalation point for customers and interface closely with others at Stiltz Home Lifts to drive great customer outcomes
• Analyze customer feedback to identify trends to improve the overall quality of services provided by the department
• Assist in developing training materials for new hires as well as existing employees
• Managed 20+ tickets daily using Zendesk and Jira, consistently achieving a 95% customer satisfaction rating
• Developed and managed a complaint tracking system for monitoring the progress of issue resolution
• Negotiate and close customer contracts

Owned customer relationships across their lifecycle—from onboarding to engagement and renewal—contributing to a 20% increase in sales through consultative strategy and tailored support

• Cultivated long-term partnerships and vendor relationships that enhanced value delivery and client satisfaction
• Identified performance trends and customer pain points using data-driven analysis to drive customer success strategies and retention initiatives
• Collaborated cross-functionally with internal teams (sales, operations, and product) to align on customer needs and deliver seamless experiences
• Resolved recurring client concerns through proactive outreach and solutions-focused communication, promoting long-term loyalty and reducing churn
• Mentored and coached internal sales staff to deliver customer-first communication, empowering consistent and scalable support
• Developed and deployed strategic campaigns across social and direct channels to drive customer engagement, brand loyalty, and measurable ROI
• Led strategic reviews and business planning with key clients to uncover growth opportunities, positioning the company as a trusted partner

• Led a 15-member sales team, delivering high-impact coaching, training, and performance evaluations to drive service excellence and operational efficiency
• Built strong customer relationships and used behavioral data insights to improve satisfaction and streamline issue resolution

• Delivered high-touch customer service while managing account operations, conflict resolution, and cross-selling financial products
• Trained junior staff and ensured compliance across daily cash handling and account management procedures
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.