CHAZ HEATH
Atlanta,GA
Summary
Professional with proven track record in customer success. Skilled in client relationship management, problem-solving, and driving customer satisfaction. Strong focus on team collaboration and delivering impactful results. Adaptable, reliable, and skilled in communication and conflict resolution.
Overview
8
8
years of professional experience
Work History
Customer Success Specialist
Crossbar
06.2023 - Current
- Owned and managed the full life-cycle of clients, ensuring their success within the platform from inception to implementation and beyond.
- Onboarded 150+ clubs with Annual Recurring Revenues totaling more than 10M.
Maintained exceptional monthly CSAT scores, on average 94%+, via chat, email and virtual meetings. - Maximized clients' usage of the platform via value-adds from product updates and ad-hoc requests while focusing on retention.
- Coordinated with Sales to help develop and execute strategic account plans to drive renewals, expansion, and upsell opportunities.
- Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
Investment Securities Instructor
ExamFX
03.2022 - 10.2024
- Taught live, interactive 1-Hour, 1.5 Hour & 3-hour Webinar-based courses on high-demand securities industry qualification exams in classes of 15+ students (SIE, Series 7, 63).
- Assisted students in advancing in their study program by providing them an in-depth understanding of securities products and rules to pass their exams.
- Provided offline coaching and support via email, telephone and live chat methods.
- Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
- Ensured securities knowledge was updated regularly, based on industry changes with new regulations and guidelines.
Financial Planner
Consolidated Planning
09.2021 - 02.2023
- Managed the entire life-cycle of client engagement while leveraging internal platforms.
- Prospected 20+ clients per day - turning warm and cold leads into financial consulting meetings.
- Kept abreast of financial impact of clients' life changes to meet needs and target new areas of growth.
- Routinely conducted in person & virtual meetings, outbound calls, and networking strategies to target potential clients.
- Developed comprehensive financial plans aligning with client goals and risk tolerance.
- Maintained a high-level of integrity and customer service throughout all interactions with clients and prospects.
- Established strong partnerships with external professionals such as attorneys or accountants, enabling comprehensive client support in all financial matters.
Senior Financial Services Representative
E*TRADE
03.2017 - 03.2019
- Provided white-glove service to new and existing clients, approximately 30-40 inbound calls daily.
- Assisted clients with placing trades, account opening, account resolutions and referrals to specialty departments based on clients needs.
- Demonstrated knowledge of investments and financial markets and applied key principles appropriately to the individual client's investment needs.
- Establish relationships with assigned participants and corporate clients, identifying opportunities for business development.
- Built strong relationships with clients, fostering trust and loyalty through exceptional service.
- Engaged with clients through outbound campaigns across the course of their lifecycle, introducing opportunities to connect to a financial advisor to access additional wealth and liquidity solutions where appropriate.
Education
No Degree - Finance
Morehouse College
Atlanta, GASkills
- Team player
- Customer onboarding
- Problem resolution
- White-glove service
- Project management
- Time management
- CRM software
- Sales expertise
- Adaptability
- Leadership
- Glass 'Half-Full' Mentality
Technical Skills
Microsoft Word, Powerpoint, Excel, Teams & Outlook
Google Meet, Sheets & Docs
Linear Project Management
Django Admin
Intercom Helpdesk
Salesforce CRM
Calendly
Zoom
Webex
Timeline
Customer Success Specialist
Crossbar
06.2023 - Current
Investment Securities Instructor
ExamFX
03.2022 - 10.2024
Financial Planner
Consolidated Planning
09.2021 - 02.2023
Senior Financial Services Representative
E*TRADE
03.2017 - 03.2019
No Degree - Finance
Morehouse College
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