Cheryl Bunch
Muskogee,OK
The best way out is always through.
Robert Frost
Summary
Goal-oriented Client Success Manager adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving customers highly positive experiences as primary liaison and company representative. Ready to bring 15+ years of experience and take on challenging new role. Well-versed in strategic planning, marketing, best practices and process improvement.
Overview
23
23
years of professional experience
Work History
Client Success Manager
Spherexx
05.2018 - Current
- Review products and user documentation to assess compliance with client success processes.
- Monitor customer progress and addressed customer inquiries with timely and accurate updates.
- Maintain high level of understanding regarding industry trends, legislation, compliance and competitor activity.
- Analyze client data reports to ascertain renewal risk while assessing account trends.
- Utilize customer feedback to inform changes and improvements to customer success plans.
- Create customer support strategies to increase customer retention.
- Tailor customer relationships by determining expected needs and finding correct solutions.
- Collaborate with sales and product teams to address customer success objectives.
- Manage existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
- Maintain data integrity within the CRM.
Manager
Cherokee Temps
11.1999 - 09.2018
- Improved marketing to attract new customers and promote business.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maximized performance by monitoring daily activities and mentoring team members.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
Agency Producer/CSR/Office Manager
Farmer's Insurance - Clint Stubblefield Agency
09.2002 - 05.2018
- Onboarded and trained customer representatives to meet performance and service goals.
- Established team priorities, maintained schedules and monitored performance.
- Implemented customer service policies and procedures for consistent performance standards.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Provided coverage option information to assist clients in protecting assets.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
- Cross-sold insurance products to existing clients to reach sales targets.
- Utilized CRM software to manage client relationships.
Education
Bachelor of Science - Business Education
05.1991
Skills
- Outreach Initiatives
- Account Management
- Sales Expertise
- Client Rapport-Building
- Records Management
- Customer Service and Assistance
- Renewal Opportunities
- User Feedback
- Client Service Optimization
- Customer Retention
- Special Events
- Contact Management Systems
- Staff Training
- Client Education
- Professional Relationships
- Sales Management
- Reviewing Renewals
- Customer Needs Assessments
- Revenue Generation
- Staff Leadership
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Client Success Manager - Spherexx
05.2018 - Current
Agency Producer/CSR/Office Manager - Farmer's Insurance - Clint Stubblefield Agency
09.2002 - 05.2018
Manager - Cherokee Temps
11.1999 - 09.2018
Southeastern Oklahoma State University - Bachelor of Science, Business Education
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