CYNTHIA PADILLA
CX Professional
Lawndale,CA
Summary
Focused customer relations professional skilled in lead generation, customer relationship development, and sales. Accomplished in providing unsurpassed support to demanding customers in telecommuting environments. Offering experience in related roles, as well as a passion for improving service delivery, enhancing knowledge, and exceeding expectations. Skilled at listening to consumers, meeting productivity targets, and maintaining current knowledge of company offerings. Communicates trends and recommendations to customers, and provides feedback to management. Applies effective teamwork, customer, and sales skills simultaneously.
Overview
5
5
years of post-secondary education
10
10
years of professional experience
Work History
Customer Success Executive
Dow Jones
Los Angeles, CA
09.2021 - Current
- Demo website functionality at Investments Summits for perspective clients.
- Provide high-level telephone and email support for Dow Jones suite of products and services including but not limited to The Wall Street Journal, Barron's, MarketWatch, and IBD (Investor's Business Daily).
- Answer questions concerning delivery, billing/account administration, pricing, content, and technical support.
- Participate in new product and procedural training.
- Assist clients to navigate website and answer any questions about investments products.
Customer Success Manager
Vast Communications
El Segundo, CA
07.2018 - 05.2021
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Assessed project scope to confirm details and
understand customer expectations in advance. - Assisted clients needs over the phone and through Online Chat
- Supported day-to-day account management for company clients.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
- Provided technical troubleshooting and problem solving for clients with installed software or system issues.
- Tier 1 help desk ticketing system and help desk software.
- Explained complex, technology-related issues in
basic, understandable terms to clients.
- Created customer support strategy to increase
customer retention.
Personal Banker
Wells Fargo
Harbor City, CA
05.2014 - 07.2018
- Generate new leads and build rapport with business client’s by connecting over the phone and through in-store workshop events.
- Provide exceptional customer service by establishing and deepening relationships by consistently discovering new opportunities to help clients succeed financially.
- Recommending products and service needs such as: checkings, savings, time and retirement accounts, credits cards, and auto, personal and home loans.
- Ownership of the client experience including on-boarding, document gathering, follow-ups and resolving any service issues.
- Acting Business Banker to help business owner’s assess growth opportunities by conducting educational roundtables and referring: deposit products, payroll services and merchant solutions.
- Collaborate with local business partners to expand client enterprise relationships to increase, maintain, and secure new business contracts.
- Team lead in training for annual store compliance audits related to policies and procedures.
Teller
JP Morgan Chase
Westchester, CA
08.2011 - 05.2014
- Responsible for helping customers with banking needs including processing: deposits, withdrawals, loan payments and cashing checks.
- Cross sell bank products to expand customer’s business relationship.
- Consistently manage and balance cash drawer daily.
- Maintaining, balancing, and processing of ATM and TCD vaults.
Education
Project Management
Coursera
Mountain View, CA 12.2021 - Current
General Studies
El Camino College
01.2011 - 01.2013
High School Diploma - undefined
Leuzinger High School
01.2004 - 01.2007
Skills
Complaint resolution
Additional Information
Microsoft Excel, PowerPoint, Word, Outlook, Salesforce, Zoominfo
Timeline
Project Management
Coursera
12.2021 - Current
Customer Success Executive
Dow Jones
09.2021 - Current
Customer Success Manager
Vast Communications
07.2018 - 05.2021
Personal Banker
Wells Fargo
05.2014 - 07.2018
Teller
JP Morgan Chase
08.2011 - 05.2014
General Studies
El Camino College
01.2011 - 01.2013
High School Diploma - undefined
Leuzinger High School
01.2004 - 01.2007
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