CHAVALAH MATHIESON
San Jose,CA
Summary
Client Success and Operations expert dedicated to enhancing service delivery and client satisfaction. Leverages strong analytical skills to identify process inefficiencies and implement continuous improvement initiatives. Experienced in managing escalations and driving collaboration across teams to ensure seamless project execution and superior customer experiences.
Overview
25
25
years of professional experience
Work History
Client Support Manager
Black Diamond Pavers & Landscape
San Jose, CA
03.2025 - Current
- Lead end-to-end client success and operational coordination across active project lifecycles
- Develop and implement scalable SOPs to standardize service delivery and improve operational efficiency
- Track and analyze KPIs related to customer satisfaction, response time, and project execution quality
- Serve as primary client liaison, ensuring alignment between customers, operations, and field teams
- Manage scheduling, inspections, warranty workflows, and service resolution processes
- Lead escalation management and resolve high-priority client issues with urgency and professionalism
- Drive cross-functional collaboration between operations, project teams, and leadership
- Identify process inefficiencies and implement continuous improvement initiatives
- Developed training materials for staff on customer service best practices.
- Conducted regular follow-ups with clients to assess satisfaction levels.
- Resolved client issues by collaborating with internal departments effectively.
- Analyzed data from customer feedback surveys to identify areas of improvement.
- Established relationships with key contacts at client companies in order to address their needs quickly and efficiently.
- Collaborated with other departments such as sales, marketing, product development. in order to ensure successful implementation of projects for clients.
- Served as an escalation point for complex technical issues requiring advanced troubleshooting techniques.
- Identified trends in customer complaints and reported them to management team.
- Resolved customer inquiries in a timely manner, while maintaining high levels of customer satisfaction.
- Ensured adherence to service level agreements between the company and its clients through regular follow ups with clients regarding their service experience.
- Monitored incoming tickets and assigned tasks to appropriate personnel as needed.
Associate Store Team Leader
Whole Foods Market
Campbell, CA
01.2017 - Current
- Oversee operations supporting 250+ team members across high-volume retail environments
- Lead staffing, scheduling, and performance management across multiple departments
- Drive execution of operational standards, compliance, and customer experience expectations
- Manage escalations, resolving complex customer and operational issues
- Partner with leadership teams on workforce planning, reporting, and organizational priorities
- Develop and coach teams to improve performance, accountability, and engagement
- Coordinate cross-functional workflows and executive-level scheduling
Store Support Team Leader
Whole Foods Market
Capitola, CA
01.2016 - 01.2017
- Supported store-wide operations, staffing coordination, and workflow execution
- Conducted operational audits and ensured compliance with company standards
- Assisted leadership with hiring, onboarding, and performance development
- Managed daily operational scheduling and task delegation
- Strengthened team execution through coaching and process support
Seafood Team Leader
Whole Foods Market
Santa Cruz, CA
01.2010 - 01.2016
- Led teams of 25–45 employees in high-volume retail operations
- Managed labor planning, scheduling, and operational execution
- Improved performance through coaching, training, and accountability systems
- Drove operational efficiency, safety, and customer satisfaction improvements
- Partnered with HR and leadership on staffing and performance initiatives
Customer Service & Leadership Roles
Whole Foods Market
Los Gatos, CA
01.2001 - 01.2010
- Advanced through customer service and supervisory roles, enhancing team dynamics and service quality
- Coordinated daily operations and team activities to optimize customer service experience
- Cultivated leadership, communication, and operational management skills to support team effectiveness
Education
AA - Communication
West Valley College
Saratoga, CASkills
- Client Success Strategy
- Customer Experience (CX)
- Stakeholder Communication
- Cross-Functional Leadership
- Team Leadership
- Team Development
- Operations Management
- Process Improvement
- Workflow Optimization
- Change Management
- Resource Management
- Reporting
Executive Positioning Notes
- Large-scale workforce leadership (250+ employees)
- Multi-site operational coordination experience
- Strong escalation management background
- Proven ability to build structure in fast-paced, unstructured environments
- Deep experience in customer-facing operational systems
Timeline
Client Support Manager
Black Diamond Pavers & Landscape
03.2025 - Current
Associate Store Team Leader
Whole Foods Market
01.2017 - Current
Store Support Team Leader
Whole Foods Market
01.2016 - 01.2017
Seafood Team Leader
Whole Foods Market
01.2010 - 01.2016
Customer Service & Leadership Roles
Whole Foods Market
01.2001 - 01.2010
AA - Communication
West Valley College