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
Customer Service
Onboarding
Training ability
Written and Verbal Communication
Customer Support
Problem-Solving
Implementation
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 -