CRYSTAL DOLPHIN
Charlestown,IN
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
PRODUCT SUCCESS MANAGER
DEMCO SOFTWARE (pka EVANCED SOLUTIONS)
01.2018 - Current
- Assisted customers with onboarding and product setup to implement a successful migration and usage of our software.
- Established strong relationships with customers, resulting in increased customer loyalty.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Generated reports and communicated results to managers to provide insights into customer success.
TECHNICAL SUPPORT SPECIALIST
EVANCED SOLUTIONS, LLC
01.2015 - 01.2018
- Provided high-level technical support by resolving inquiries by phone, e-mail and web.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assisted with updating technical support best practices for use by team.
- Responded promptly to incoming sales leads and requests for technical support.
- Managed knowledge base articles with step-by-step instructions and videos for quick easy access answers for customers.
ACCOUNTING COORDINATOR
EVANCED SOLUTIONS, LLC
01.2013 - 01.2015
- Maintained accurate documentation regarding accounts payables and accounts receivables in accordance with company policies.
- Prepared weekly cash reports consisting of all payments and disseminated information to appropriate correct management staff.
- Organized and processed daily accounting invoices, statements and records.
- Entered journal updates to balance general ledger accounts.
- Reached out to customers to ascertain reasons for past due accounts.
- Collected and reported monthly expense variances and explanations.
Education
Associates - Accounting
Sullivan University
Louisville, KY12.2001
Skills
- Customer Account Management
- Client Relations
- Customer Needs Assessment
- Customer Relationship Building
- Customer Retention
- Customer Service
- Proficient in Microsoft Dynamics CRM, Microsoft Office Software, and Salesforce
Accomplishments
- Supervised team of eight staff members from India.
- Personally trained self XML Configuration and updating database information in MySQL.
- Maintained Renewal Rates by 80% with excellent Customer Service
Timeline
PRODUCT SUCCESS MANAGER
DEMCO SOFTWARE (pka EVANCED SOLUTIONS)
01.2018 - Current
TECHNICAL SUPPORT SPECIALIST
EVANCED SOLUTIONS, LLC
01.2015 - 01.2018
ACCOUNTING COORDINATOR
EVANCED SOLUTIONS, LLC
01.2013 - 01.2015
Associates - Accounting
Sullivan University
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