Summary
Overview
Work History
Education
Skills
Timeline
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Chelse Burnham

McKinney,TX

Summary

Industry experienced Customer Success Manager with over 4 years of experience spearheading customer success and retention initiatives. Demonstrated history of increasing customer onboarding success by 15%. Responsible for identifying customer training needs and decreasing customer churn rates by 18%. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

8
8
years of professional experience

Work History

Senior Onboarding Advisor

Real Geeks
05.2022 - Current
  • Train, coach and build high trust relationships with clients during the onboarding process.
  • Manage over 1000 customer support resolution tickets with ease and confidence leading to an improved customer satisfaction rate of 97%.
  • Establish and maintain customer profiles, leveraging customer churn and satisfaction data to inform future initiatives and customer success strategies.
  • Monitor implementation plans, ongoing product usage and act as a coordinator for all aspects of each customer implementation.
  • Develop custom training and education materials which establish a more seamless onboarding process, reducing learning curves and increasing customer loyalty.
  • Consistently meet Data Acquisition and Launch Goal expectations while maintaining high standard of Quality Assurance with 99%.

Senior Auto Navigator Specialist

Capital One
07.2018 - 05.2022
  • Responsible for verifying documentation such as proof of residence and employment. Followed security guidelines and contacted clients through email and phone if any information was missing to ensure the best car buying experience.
  • Strive for one call resolution while exhausting every effort and using active listening to take true ownership of customer inquiries. Shared best practices to maximize value received from platform and achieve success.
  • Used teamwork between fellow colleagues to meet monthly goals and incentives with one another.
  • Trained new hires quarterly and was looked at as Subject Matter Expert when pertaining to quality assurance. Represented track record of success with overall retention of 20% more then previous training groups.

Senior Customer Service Specialist

Iqor
01.2016 - 07.2018
  • Accurately conducted order entry, then delivered oversight to ensure quality & compliant processing
  • Ensured that all applicable credits & concessions were applied to processed transactions
  • Utilized task management & tracking tools to delegate downstream tasks associated with product delivery
  • Promptly responded to disputes and escalations, then delivered solutions that promoted retention
  • Delivered remarkable customer experiences at every interaction.

Education

High School Diploma -

Plano Sr High School
Plano, TX
06.2016

Skills

  • Time Management & Prioritization
  • Exceptional Communication
  • Creative Problem Solving
  • Highly Collaborative, Teamwork
  • Adaptability, Flexibility, Reliability
  • AWS, Zen Desk, HubSpot, Web Design
  • G-Suite, Microsoft Office Applications
  • Records Management & Data Integrity
  • Project Coordination, Deadline Compliance
  • Email & Communications Management
  • Budgetary Compliance, Financial Acumen

Timeline

Senior Onboarding Advisor

Real Geeks
05.2022 - Current

Senior Auto Navigator Specialist

Capital One
07.2018 - 05.2022

Senior Customer Service Specialist

Iqor
01.2016 - 07.2018

High School Diploma -

Plano Sr High School

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Chelse Burnham