Technology-inclined Customer Success professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing API, JSON, SQL, XML, and Software-as-a-Service (SaaS) support to clients and developing and implementing technical solutions. 5+ years of Customer Success relationship management always putting the customer first. Experienced with Zendesk, ServiceNow, JIRA, and Confluence.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Synapse Financial Technologies
06.2023 - 05.2024
Actively managed high-visibility technical, and non-technical, client escalations and partnered with stakeholders working with both national and international clients utilizing translation services to bridge communication gaps.
Oversaw, triaged, and tracked customer service tickets to resolution using CRM tools such as Zendesk, ServiceNow, and JIRA, with over 80% of cases being solved via email and 20% via video calls or other means.
Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction and retention.
Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
Developed and implemented strategies to increase customer retention and sales including SLAs, KPIs, and target goals for team.
Developed comprehensive training materials that facilitated faster customer proficiency with the product.
Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
Maintained customer satisfaction (CSAT) above 95% with tailored strategies focused on addressing customer needs and resolving concerns.
Increased efficiency and team productivity by promoting operational best practices, forecasting Service-Level Delivery needs, and Capacity Planning.
Customer Service Supervisor
Synapse Financial Technologies
04.2020 - 06.2023
Coached employees through day-to-day work and complex problems in the realm of FinTech, APIs, banking, and compliance.
Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Conducted training and mentored team members to promote productivity and commitment to world-class service.
Monitored metrics and developed actionable insights to improve efficiency and performance through capacity planning and forecasting.
Led regular customer service meetings to review progress, identify challenges, and provide feedback.
Created customer support strategies, customer-facing help articles, and customer satisfaction protocols to increase customer retention. Tools used included Confluence, JIRA, and Zendesk.
Identified customer service trends to provide recommendations for process and procedural improvements.
Interviewed, made hiring recommendations and decisions, managed, developed and trained staff, established and monitored goals, conducted performance reviews and held weekly 1-on-1 coaching sessions.
Completed bi-weekly payroll for up to 15 to 20 employees.
Assistant Customer Service Manager
Florida Blue - Blue Cross Blue Shield Of Florida
03.2018 - 03.2020
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Conducted training and mentored team members to promote productivity and commitment to friendly service.
Responded to escalated customer calls and emails to answer questions about products and services.
Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
Authored and launched the team's CSAT program, held training sessions on it, and ensured it's implementation resulted in measurable success.
Managed payroll for 15-30 agents.
Handled corrective action and escalation plans for agents.
Maintained and managed customer files and databases.
Created and enhanced call sequencing flows and scripts to enhance team performance.
Established team priorities, maintained schedules, monitored adherence and performance.
Customer Service Manager
Conduit Global
08.2015 - 03.2018
Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Took ownership of customer issues and followed problems through to resolution.
Collaborated with upper management to improve customer service processes and support structures company-wide.
Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Generated customer satisfaction surveys to analyze results into action plans.
Addressed potential cancellations and offered catered solutions to retain accounts.
Held weekly coaching and training sessions with team members to ensure consistency of performance.
Ensured payroll and schedule adherence was completed in a timely manner for up to 30 employees at a time.
Education
High School Diploma -
Southwest Preparatory
San Antonio, TX
2007
Skills
Zendesk, ServiceNow, JIRA, Confluence
API, JSON, XML, SQL
CSAT, NPS, first-call resolution
Compliance & risk
Training and mentoring
Team Recruiting and Onboarding
SLA Management and forecasting
Accomplishments
Customer Relations - Created and launched a CSAT/NPS program that led to the highest marks for customer satisfaction, department-wide.
Customer Retention - Experienced retaining complex and sensitive client relationships for some of our largest clients tasked with providing white-glove service and point-of-contact support.
Team Success - Through mentorship, trainings, coaching, and leadership have led multiple teams to achieve successful metrics as well as developed goal-driven individuals to achieve their own success in higher positions.