CHRISTINE WORTHINGTON
New Braunfels,TX
Summary
Dynamic Customer Success Leader with 12+ years of experience driving customer satisfaction, operational efficiency, and client retention. Proven track record in optimizing onboarding, solving complex issues, and creating KPIs that improve outcomes. Recognized for innovation, mentorship, and cultivating cross-functional collaboration. Committed to delivering exceptional service and building strong relationships based on mutual respect and trust.
Overview
13
13
years of professional experience
Work History
Customer Success Team Lead
CareSave Technologies, LLC
02.2020 - 08.2025
- Led daily client success operations, offering consultative solutions and driving long-term value across accounts.
- Owned weekly KPI analysis to proactively identify trends and follow-up needs.
- Acted as a liaison between clients and product teams, influencing feature development through user feedback.
- Delivered phone, chat, and email support with a 99% SLA compliance rate and 79% pickup rate.
- Achieved an 80% customer satisfaction rating, receiving 82 positive client reviews in the past year.
- Strategically upsold over 100 additional services annually, contributing to revenue growth.
- Played a key role in internal documentation updates, including rewriting client-facing guidelines and correcting policy inconsistencies.
- Maintained consistent performance through major policy changes, demonstrating adaptability and results focus.
- Mentored new hires and served as a go-to resource during team onboarding, including support for new management.
- Initiated improvements to internal processes and shared insights cross-functionally to support team efficiency.
- Identified and corrected CSAT misinterpretations with data-backed analysis, improving leadership perception of client experience.
- Maintained strong time management, consistently meeting deadlines and balancing competing priorities.
- Modeled ownership, resilience, and initiative in response to feedback and departmental ambiguity.
Customer Success Lead
Amy Myers MD
09.2018 - 02.2020
- Oversaw Customer Success Department, ensuring exceptional customer satisfaction.
- Developed onboarding protocols, facilitating thorough training for new employees.
- Resolved escalated customer issues, collaborating with Operations to enhance service protocols.
- Established KPI metrics, driving customer happiness and retention while increasing sales conversion.
- Implemented weekly reporting for CEO, identifying trends and reducing open tickets by 25%.
- Proactively resolved customer-facing issues across multiple channels including email, chat, and phone.
- Developed macros to improve efficiency and increase issues resolved per hour.
- Created cross-functional initiatives to enhance the customer experience.
- Promoted to Customer Success Lead after two months as Customer Success Representative.
Associate Editor & Product Manager
Agora Financial
04.2015 - 03.2018
- Provided editorial support for select publications.
- Edited newsletters with focus on structural line editing and copywriting.
- Drafted editorial articles and promotional copy.
- Facilitated information flow between publisher, author, and stakeholders.
- Managed editorial milestones, assigned stories, and evaluated writers.
Customer Success Representative
Agora Financial
01.2013 - 04.2015
- Delivered customer support with professionalism and care across email, inbound, and outbound calls.
- Demonstrated deep product knowledge and handled high-tier client interactions.
- Assisted in training new representatives; acted as liaison for top-tier customers.
- Generated over $100,000 in revenue through personal sales.
Education
Bachelor of Science - Communications
Towson University
Baltimore, MD05-2012
Skills
- Zendesk
- KPI Reporting
- Client Onboarding
- Process Optimization
- Upselling
- Cross-functional Collaboration
- Verbal and Written Communication
- Attention to Detail
- Conflict Resolution
- Coaching and Mentoring
Core Values
- Empathy-Driven: Approaches every client and colleague interaction with compassion and care, always aiming to understand before acting.
- Accountability: Takes full ownership of outcomes—celebrating successes and learning from setbacks.
- Resilience: Uses feedback as fuel, quickly bouncing back, adapting, and moving forward with clarity and composure.
- Supportive Leader: Known as someone others can count on for guidance, encouragement, and a steady presence in challenging moments.
- Curiosity: Constantly asks thoughtful questions and explores improvements, whether related to processes, tools, or customer insights.
- Integrity-First: Speaks up, stays honest, and consistently acts in alignment with core values—even in difficult or high-pressure situations.
Timeline
Customer Success Team Lead
CareSave Technologies, LLC
02.2020 - 08.2025
Customer Success Lead
Amy Myers MD
09.2018 - 02.2020
Associate Editor & Product Manager
Agora Financial
04.2015 - 03.2018
Customer Success Representative
Agora Financial
01.2013 - 04.2015
Bachelor of Science - Communications
Towson University
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