Chris Dumont
Sandwich,MA
Summary
Empathetic and customer-focused professional with a strong background in building relationships, resolving issues, and delivering exceptional experiences. At PlotBox, I supported a wide range of customers by combining technical know-how with thoughtful problem-solving to help them get the most out of their experience. Known for turning customer feedback into meaningful action, I work cross-functionally to improve service quality and advocate for customer needs. A clear communicator and trusted resource, I’m driven by a passion for helping people and ensuring every customer feels heard, valued, and supported.
Overview
4
4
years of professional experience
Work History
EMT
Coastal Medical Transport
Hyannis, MA
09.2024 - Current
- Managed high-pressure situations, quickly assessing patient needs, and implementing solutions—similar to managing customer escalations and providing proactive support.
- Communicated effectively with diverse stakeholders (patients, families, and hospital staff) to ensure clear understanding and optimal outcomes, mirroring customer relationship management.
- Performed rapid problem-solving and decision-making in critical scenarios, directly translating to resolving customer challenges efficiently.
- Maintained detailed records and documentation, ensuring accuracy and compliance—valuable for tracking customer interactions and reporting insights.
- Provided education and guidance to patients and families, demonstrating the ability to onboard and train customers on complex products.
Customer Success Manager
PlotBox
Boston, MA
09.2023 - 06.2024
- Managed a portfolio of 80-100 accounts, ranging from SMB to enterprise, driving customer success from onboarding to renewal in a SaaS B2B environment.
- Led strategic onboarding, QBRs, and check-ins, ensuring customers achieved adoption, engagement, and long-term value.
- Monitored customer health scores and usage metrics, proactively mitigating churn risks and driving retention.
- Identified and executed upsell and cross-sell opportunities, collaborating with Sales to increase expansion revenue.
- Served as a trusted advisor, delivering tailored solutions, best practices, and product insights to optimize customer success.
- Partnered with Product, Support, and Sales to champion customer needs, influence the roadmap, and enhance overall satisfaction.
Micro PC Specialist
Town of Barnstable
Hyannis, MA
01.2021 - 08.2023
- Managed 700+ support tickets annually for roughly 200 users, ensuring timely resolution and high user satisfaction.
- Troubleshot and resolved complex IT issues, minimizing downtime and improving overall efficiency.
- Educated and trained end-users on software and hardware, driving adoption and reducing recurring issues.
- Collaborated with cross-functional teams to implement solutions that enhanced system performance and user productivity.
- Analyzed recurring technical issues, providing insights to refine processes and proactively reduce support cases.
- Built strong customer relationships, advocating for user needs and ensuring long-term satisfaction.
Education
Apprenticeship - Full Stack Development
Launch Academy
Boston, MA08-2020
High School Diploma -
Sturgis Public Charter School
Hyannis, MA05-2014
Skills
Customer Relationship Support: Building trust and rapport with customers, addressing inquiries and concerns with empathy and efficiency, and maintaining high levels of satisfaction across all touchpoints
Communication & Collaboration: Clear, professional communication across channels (email, phone, chat), effective teamwork with internal departments (Support, Product, Sales), and active listening to understand customer needs
Customer Insight & Experience: Identifying trends in customer feedback, recognizing common pain points, and helping inform improvements to service and experience quality
Product & Process Familiarity: Strong grasp of workflows, ability to explain processes and solutions clearly to customers, and comfort learning new tools and systems quickly
Problem Solving & Escalation Handling: Managing and resolving issues with care, prioritizing customer satisfaction, and coordinating solutions across teams when needed
Customer Advocacy & Engagement: Acting as the voice of the customer internally, supporting customer education efforts, encouraging feedback, and helping foster a sense of community and loyalty
References
References available upon request.
Timeline
EMT
Coastal Medical Transport
09.2024 - Current
Customer Success Manager
PlotBox
09.2023 - 06.2024
Micro PC Specialist
Town of Barnstable
01.2021 - 08.2023
Apprenticeship - Full Stack Development
Launch Academy
High School Diploma -
Sturgis Public Charter School
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