Courtney Aleena
Phoenix,,AZ
Summary
Motivated and results-driven professional with 9 years of experience in Customer Success and E-commerce Operations. Proven track record in managing customer relationships, optimizing retention, and driving high satisfaction rates. Skilled in leveraging customer data, AI-powered solutions, and automation to streamline processes, enhance engagement, and strengthen long-term customer loyalty. Passionate about developing strategic initiatives that elevate customer experiences and drive sustainable business growth.
Overview
8
8
years of professional experience
Work History
E-Commerce Operations Manager
Lexense
08.2022 - Current
- Spearheaded the launch and optimization of e-commerce subscription models and legal services, driving a 20% improvement in customer retention by developing personalized success strategies and proactive account management
- Directed operations across the West Coast and Southern U.S., tailoring e-commerce legal services to regional market demands, resulting in a 15% revenue increase while enhancing customer retention and satisfaction
- Leveraged data analytics to refine customer success strategies, streamline processes, and implement customer-focused initiatives, improving internal communication and boosting client satisfaction by 10%
Senior Operations & Customer Success Manager, Merchant Support
DoorDash Inc
05.2021 - 08.2022
- Led customer success training programs and mentored teams, developing structured training, setting performance benchmarks, and optimizing workflows to boost customer satisfaction, retention, and team productivity
- Negotiated high-value merchant contracts and SLAs, leveraging performance analytics and cost-saving strategies to strengthen partnerships, reduce operational costs, and improve service reliability
- Executed customer-centric product and operations strategy from design to launch, aligning cross-functional teams, optimizing onboarding, and implementing data-driven improvements to increase adoption, reduce churn, and enhance customer experience
Strategic Customer Experience Production Manager
ZipRecruiter
06.2019 - 05.2021
- Built and optimized high-performing customer success teams, leading strategic hiring, developing performance-based compensation structures, and implementing targeted training to increase customer satisfaction, retention, and operational efficiency
- Engineered team performance and service delivery, delegating tasks, conducting evaluations, and introducing continuous improvement initiatives to enhance customer engagement, improve resolution times, and drive operational excellence
- Developed and executed budgets, policies, and resource plans to adapt operations to evolving customer and business needs, optimizing resource allocation and implementing data-driven decision-making to ensure scalability and cost-effectiveness
Client Success Consultant
ZipRecruiter
10.2016 - 06.2019
- Managed 70+ daily customer interactions, resolving complex issues efficiently while prioritizing customer satisfaction and retention in a fast-paced, high-demand environment
- Collaborated with internal teams to analyze account data, streamline payment processes, and deliver accurate, timely solutions, resulting in enhanced operational efficiency and improved customer experience
- Exhibited strong problem-solving and de-escalation skills, handling tense situations with empathy, professionalism, and adherence to company policies, fostering customer trust and loyalty
Education
Associate of Arts - Health Care Administration
University of Phoenix
Skills
- Product Strategy & Execution
- Data Analysis & Reporting
- Operations Management
- Cross-Functional Communication
- Time Management & Prioritization
- Customer Success Strategy Development
- Salesforce Automation
- Oracle SQL Optimization
- HubSpot API Integration
- Zendesk Macro
- Google Apps Script
- Power Query & Power Pivot
Timeline
E-Commerce Operations Manager
Lexense
08.2022 - Current
Senior Operations & Customer Success Manager, Merchant Support
DoorDash Inc
05.2021 - 08.2022
Strategic Customer Experience Production Manager
ZipRecruiter
06.2019 - 05.2021
Client Success Consultant
ZipRecruiter
10.2016 - 06.2019
Associate of Arts - Health Care Administration
University of Phoenix
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