Clarence Crenshaw
Grapevine,TX
Summary
Senior Customer Success & Account Management Professional with 6+ years of experience managing high-volume customer portfolios, resolving complex escalations, improving retention, and delivering personalized client solutions across automotive and financial services industries. Proven ability to manage the full customer lifecycle, strengthen client relationships, maintain compliance standards, and collaborate with cross-functional teams to achieve successful outcomes. Experienced in managing 300+ client accounts, analyzing customer needs, developing retention strategies, and utilizing CRM systems to enhance customer satisfaction, engagement, and long-term client success.
Overview
8
8
years of professional experience
Work History
Case Manager
Hyundai Motor America
Remote
07.2023 - 06.2026
- Managed active warranty, repair, and lemon law cases monthly while maintaining a 92% on-time resolution rate.
- Investigated claims, reviewed supporting documentation, and determined warranty eligibility in compliance with state lemon laws and company policies.
- Prepared payment requests and final case decisions with a high level of accuracy and regulatory compliance.
- Partnered with regional managers, legal teams, and cross-functional departments to resolve escalated and high-priority cases.
- Conducted proactive customer tollow-ups, tracked back-ordered parts, and managed cases from intake through final resolution.
- Maintained detailed case documentation to support compliance, audits, and efficient case management.
Client Success Account Manager
Alleviate Financial Solutions
Remote
04.2021 - 07.2023
- Directed comprehensive support for over 300 client accounts in financial hardship and debt resolution programs, facilitating engagement from initial enrollment to successful program completion.
- Conducted thorough preparation and processing of legal and financial documentation, maintaining strict compliance with established company policies and relevant regulations.
- Provided comprehensive education to clients regarding program requirements and financial responsibilities to enhance retention and achieve successful outcomes.
- Managed client progress monitoring, adjusted repayment strategies as necessary, and conducted follow-ups to sustain client engagement and minimize cancellations.
- Coordinated communication efforts among legal compliance, operations teams, and external stakeholders to navigate and resolve multifaceted financial and legal challenges.
Client Retention Specialist
Beyond Finance
Remote
08.2019 - 03.2021
- Increased customer engagement by 20% through proactive client outreach, personalized account management, and consistent relationship building, improving retention and overall client satisfaction.
- Reduced cancellations by resolving client concerns early, conducting detailed account reviews, and aligning program solutions with individual financial goals.
- Oversaw contract revisions and maintained precise CRM documentation. Guided teams to align with company policies and regulatory obligations.
- Advised clients on suitable financial products and services to enhance outcomes and ensure long-term program success.
- Facilitated training sessions and provided mentorship to new hires, boosting team integration and performance.
Customer Service Representative
Robert Half (Service King)
Remote
08.2018 - 08.2019
- Managed 60+ daily customer inquiries involving billing, service concerns, scheduling, and troubleshooting while maintaining high-quality service standards.
- Implemented de-escalation techniques and provided targeted support to effectively resolve challenging customer issues.
- Coordinated service appointments, follow-ups, and transportation solutions, including rental vehicles and towing assistance, to improve customer experience and ensure timely service support.
- Provided automotive service support by explaining repair processes, timelines, and next steps while ensuring clear customer expectations and satisfaction.
- Maintained accurate customer records, performed detailed data entry, and ensured compliance with company procedures and documentation standards.
Education
High School Diploma - undefined
Excel High School
Bachelor of Business Administration (BBA), Leaders -
University of Maine At Presque Isle (UMPI)
12.2026
Skills
CORE SKILLS
Strategic Account Management Customer Success Management Client Relationship Management Customer Retention & Loyalty Strategies Escalation Management & Complex Case Resolution Account Lifecycle Management Customer Experience (CX) Optimization Customer Journey Management High-Volume Case Management Client Portfolio Management Consultative Problem Solving Conflict Resolution & De-escalation Cross-Functional Collaboration Stakeholder Communication Customer Advocacy Churn Reduction Strategies SLA & KPI Performance Management Quality Assurance & Process Improvement Compliance & Regulatory Documentation Risk Assessment & Resolution Management Data Entry & Records Management Documentation Accuracy & Audit Readiness Workflow Optimization Multichannel Customer Support (Phone, Email, Digital) Time Management & Prioritization
TECHNICAL SKILLS & SYSTEMS
CRM Platforms: Salesforce, Zendesk, Genesys
Customer Support Ticketing Systems Account Management Systems Case Management Platforms Microsoft Office Suite (Excel, Word, Outlook, Teams) Google Workspace Workday DocuSign QuickBooks Slack Amazon Workplace Reporting & Data Tracking Customer Data Management Digital Documentation Systems
Timeline
Case Manager
Hyundai Motor America
07.2023 - 06.2026
Client Success Account Manager
Alleviate Financial Solutions
04.2021 - 07.2023
Client Retention Specialist
Beyond Finance
08.2019 - 03.2021
Customer Service Representative
Robert Half (Service King)
08.2018 - 08.2019
High School Diploma - undefined
Excel High School
Bachelor of Business Administration (BBA), Leaders -
University of Maine At Presque Isle (UMPI)