Dajuana Gotwals
Customer Success Manager
Summary
With over 18 years of leadership experience, I have expertly managed a $10 million portfolio at KeHE Distributors.
My success is a result of my exceptional ability to foster collaboration and deliver exceptional customer service.
I confidently design and implement effective conflict resolution programs to ensure that company goals are always met.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
Work History
Sales Operations Manager
Cultivate CPG
Remote, FL
11.2022 - 04.2023
- Standardized and reduced email communications between employees by formulating and implementing field communication processes.
- Coordinated meetings and logistics for national sales meetings and directed and supervised [Number]-member team.
- Utilized cross-functional strategies between [Number] divisions to systematize [Product] and [Product].
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Brand and Marketing Director
Nourishing Biologicals
Remote, Florida
04.2020 - 10.2022
- Organized and delivered training sessions for new product content and technological advancements.
- Researched and identified new opportunities for product and brand development.
- Created and managed budgets to maximize brand reach and engagement.
- Monitored and evaluated marketing and advertising campaigns to support brand consistency and engagement.
- Conducted research and analysis to determine brand positioning and messaging.
- Spearheaded strategic brand plans for multiple product lines to increase market share and brand awareness.
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
Account Executive Assistant
Presence Marketing/Dynamic Presence
Remote, Florida
04.2019 - 08.2020
- Answered high volume of phone calls and email inquiries.
- Screened personal and business calls and directed to appropriate party.
- Filed paperwork and organized computer-based information.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Updated and maintained confidential databases and records.
- Worked with senior management to initiate new projects and assist in various processes.
Customer Success Supervisor
KeHE Distributors LLC
Jacksonville, Florida
10.2007 - 04.2019
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Education
BBA - Business Management
Coursera
Online 01.2023 - Current
Associate of Applied Science - Computer Science
Henkel's And McCoy
Indianapolis, IN 05.1997 - 08.1999
Skills
Business Development
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It's fine to celebrate success but it is more important to heed the lessons of failure.
Bill Gates
Timeline
BBA - Business Management
Coursera
01.2023 - Current
Sales Operations Manager
Cultivate CPG
11.2022 - 04.2023
Brand and Marketing Director
Nourishing Biologicals
04.2020 - 10.2022
Account Executive Assistant
Presence Marketing/Dynamic Presence
04.2019 - 08.2020
Customer Success Supervisor
KeHE Distributors LLC
10.2007 - 04.2019
Associate of Applied Science - Computer Science
Henkel's And McCoy
05.1997 - 08.1999
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