Courtland Smith
Pflugerville,TX
Summary
Dedicated Customer Success professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
6
6
years of professional experience
Work History
Customer Success Manager
OJO Labs
12.2021 - 06.2023
- Achieved service targets by cultivating customer relationships
- Created a trusting relationship with our real estate agents to ensure retention
- Provided our clients with a strong onboarding experience, continuous support, and guidance
- Actively managed team accounts, proactively identifying and addressing issues or challenges
- Led A/B testing campaigns to identify efficient coms for our real estate agents; guiding them to have a higher close rate
- Influenced the product roadmap by collaborating with product, marketing, and customer support
- Monitored client performance and provided weekly data analysis and reporting to help optimize performance
- Identified and coached underperforming agents who were not following best practices.
Customer Success Inbound
OJO Labs
03.2021 - 12.2021
- Developed comprehensive product knowledge, enabling the provision of expert advice to customers.
- Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Concierge Specialist
OJO Labs
02.2020 - 03.2021
- Managed a high volume of outbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Monitored client performance metrics regularly, identifying areas of opportunity for process improvement with the client and their teams
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Actively listened to customers, handled concerns quickly and escalated major issues.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Concierge
Dell Technologies
06.2019 - 01.2020
- Developed strong relationships with local businesses, facilitating exclusive deals for the sales team
- Improved overall client satisfaction by consistently exceeding expectations in all aspects of concierge services.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Assisted clients with special needs or requests, demonstrating empathy and understanding in every interaction.
- Implemented effective organizational systems to manage incoming requests and track progress on outstanding tasks.
Front Desk Supervisor
Hampton Inn & Suites downtown/ Convention Center
02.2017 - 06.2019
- Scheduled and assigned daily work and activities for team members.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Resolved guest complaints by addressing issues with rooms promptly.
- Utilized reservation software programs proficiently, optimizing room bookings and maintaining accurate guest information.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
Education
Associate of Arts - Liberal Arts
Austin Community College
Austin, TX06.2017
High School Diploma -
Round Rock Highschool
Round Rock, TX06.2010
Skills
- Interpersonal Relations
- Customer Account Management
- Staff Development
- Customer Service
- Customer Relations
- Managing Operations and Efficiency
- Task Delegation
- MS Office
- Teamwork and Collaboration
- Process Improvement
- Team Development
- Customer Advocacy
- Proficient in [SalesForce, NetSuite, G Suites, ONQ, MS Excel]
Timeline
Customer Success Manager
OJO Labs
12.2021 - 06.2023
Customer Success Inbound
OJO Labs
03.2021 - 12.2021
Concierge Specialist
OJO Labs
02.2020 - 03.2021
Concierge
Dell Technologies
06.2019 - 01.2020
Front Desk Supervisor
Hampton Inn & Suites downtown/ Convention Center
02.2017 - 06.2019
Associate of Arts - Liberal Arts
Austin Community College
High School Diploma -
Round Rock Highschool
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