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
Client success optimization
Inter-department collaboration
Training and mentoring
Team Building
Strategic communications
Staff mentoring & leadership
Brand enhancements
Revenue growth
Research and due diligence
Search Engine Optimization
Conflict resolution
Project management
Analytical problem solver
Account management
Customer Relations
Client service optimization
Schedule Management
Staff Management
Strategic planning
Business administration
Work 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