Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Chemierra McNeil

Customer Focused Professional
Atlanta,GA

Summary

Customer-focused professional with strong communication skills, technical skills, and analytical problem-solving skills. Provides customized solutions that improve brand loyalty and encourage customer retention and growth. Motivated to learn, grow, and excel in a SaaS company in a customer focused role.

Overview

6
6
years of professional experience

Work History

Personal Sabbatical

Personal Sabbatical
Atlanta, GA
09.2021 - Current
  • Took personal sabbatical to deal with family and personal concerns
  • Successfully completed over 10 courses related to communication, personal development, growth mindset, time management, programming, AWS cloud, and data
  • Grew LinkedIn network by 30%

Customer Success Specialist - Support & Onboarding

FMG Suite
San Diego, CA
04.2020 - 09.2021
  • Worked on Lead Pilot team, AI powered inbound marketing SaaS product in customer facing role
  • Supported over 300+ customers by email, video, and chat sessions using strong communication skills
  • Upheld 95%+ in customer satisfaction in Intercom with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Experience with interviewing and training new 3 employees resulting in reduced product training duration
  • Reduced chat wait time by 70% in less than 30 days.
  • Onboarded customers using 3-5 tactical and strategic questions to uncover customers' goal during onboarding sessions
  • Constructed 5-10 automated email and social media marketing campaigns per customers' monthly goal
  • Revised 100+ help articles (Intercom) to improve customers' onboarding
  • Used Google Workspace (G-Suite), Excel, Zoom, Intercom, Zendesk, Airtable, Outreach, Amazon Route 53 and other tools daily

Customer Support Technician

Mailchimp
Atlanta, GA
07.2018 - 12.2018
  • Supported small business customers to use features of SaaS product, Mailchimp in customer supporting role.
  • Worked with 3-6 chat customers simultaneously
  • Maintained 90%+ in customer satisfaction and other metrics
  • Directed users through 3 integrations (Shopify, Squarespace, & Salesforce)
  • Configured and provided guidance on HTML, CSS, JavaScript, and RSS for customers
  • Coached 20+ customers about marketing and email deliverability concepts each shift
  • Explained, monitored, and tested CRM data from customers' landing page and email campaigns
  • Resolved problems, improved operations and provided exceptional service while using written and verbal communication skills
  • Used Mailchimp, CRM, Zendesk chat, Zendesk Ticket Queue, Google Workspace (G Suite) and other SaaS tools.

Marketing Success Manager

ClickDimensions
Dunwoody, GA
05.2016 - 10.2017
  • Educated ClickDimensions customers to use inbound marketing software SaaS for Microsoft Dynamics (CRM) in customer focused role
  • Supported assigned book of international 25 customers averaging 200 tickets per shift
  • Conducted at least 5 customer trainings and customer onboarding sessions during shift
  • Maintained 95%+ in customer satisfaction and other metrics
  • Handled 10-20 CRM deployment, configuration, and application tickets in support queue
  • Exposed to JavaScript for marketing automated campaigns and reviewing console errors to fix CRM data interruptions
  • Comfortably tweaked HTML & CSS on customers' websites and forms
  • Used strong analytical thinking skills and critical thinking skills to review coding and product errors
  • Familiar with email code, DNS, deliverability, and marketing automation concepts after writing over 5 blog posts increasing customer loyalty
  • Developed detailed marketing campaigns based on broad guidance and direction from assigned customers using CRM
  • Maintained, built, and increased customer engagement by 55% duration

Implementation Specialist

MDI Group
Atlanta, GA
12.2013 - 05.2016
  • Responsible for training manager, admins, and technicians in 500+ US locations with 75 team members in customer facing role.
  • Trained 10+ customers (iOS and Web App) per session in assigned branches
  • Rotated onto application support team initial setup supporting over 50 customers locations
  • Configured, tested, and installed applications on 10-50 iOS and desktops per week at customer's location
  • Instructed customers how to use CRM to capture information from their customers decreasing accounts going to collection, increased revenue, and improved route optimizations.
  • Managed, organized, and presented in 3-5 training sessions per day to over 10 customers
  • Decreased Developer turnaround by 50% by creating and implementing bug tracking/ testing processes
  • Focused solutions on industry-specific workflow, customer base and protocols, tailoring implementations to customer needs.
  • Documented specialized data and requirements to address business demands and industry compliance requirements.
  • Configured hardware, devices and software to set up work stations for employees.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Helped streamline repair processes and update procedures for support action consistency.

Education

Bachelor of Science - Health Administration

University of Phoenix
Tempe, AZ
05.2001 -

Associate of Arts - Health Administration

University of Phoenix
Tempe, AZ
05.2001 -

Skills

CRM

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Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Your most unhappy customers are your greatest source of learning.
Bill Gates

Timeline

Personal Sabbatical

Personal Sabbatical
09.2021 - Current

Customer Success Specialist - Support & Onboarding

FMG Suite
04.2020 - 09.2021

Customer Support Technician

Mailchimp
07.2018 - 12.2018

Marketing Success Manager

ClickDimensions
05.2016 - 10.2017

Implementation Specialist

MDI Group
12.2013 - 05.2016

Bachelor of Science - Health Administration

University of Phoenix
05.2001 -

Associate of Arts - Health Administration

University of Phoenix
05.2001 -

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Chemierra McNeilCustomer Focused Professional