Summary
Overview
Work History
Education
Skills
Work Availability
Work Preference
Timeline
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Dana Drake

Dana Drake

Houston,Texas

Summary

Customer Success professional with 7 years of experience managing B2B and B2C accounts, driving onboarding, and ensuring client satisfaction. Skilled in handling high-volume client portfolios, providing consultative support, and optimizing processes for activation and retention. Proven ability to grow business, identify scalable solutions, and collaborate cross-functionally to enhance products. Expertise in project management, data analysis, stakeholder engagement, and communication. Known for integrity, reliability, and delivering impactful results. Ready to drive client success initiatives to new heights.

Overview

7
7
years of professional experience

Work History

Customer Success Manager

HomePay
04.2023 - Current
  • Managed a portfolio of VIP accounts and high-priority clients, providing personalized support to ensure timely onboarding and retention, resulting in a 95%+ satisfaction rate
  • Owned the end-to-end customer experience for over 500 clients at any given time, balancing multiple tasks including email responses, inbound calls, and account changes to ensure smooth, efficient operations and self-service direction
  • Implemented process improvements by collaborating with internal teams to identify automation opportunities, increasing operational capacity by 28% without sacrificing quality
  • Led internal training programs and mentored associates, optimizing team performance and achieving consistent success in client retention and satisfaction
  • Contributed to QA testing and provided feedback on technical issues, collaborating closely with the product team to ensure customer feedback was communicated and addressed
  • Reduced escalations by 30% through proactive outreach and training sessions with team mates to help them learn better techniques
  • Led cross-functional projects and reporting improvements, which contributed to a 15% increase in team efficiency year over year
  • Tracked KPIs and consistently met performance goals, such as call handling, issue resolution time, and client retention metrics
  • Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
  • Delivered high-quality solutions for clients through comprehensive research and analysis of industry trends.

Customer Success Associate 2

Care.com HomePay
06.2018 - 04.2023
  • Participated in monthly internal meetings to provide valuable feedback from clients that informed product development decisions and improvements.
  • Streamlined the onboarding process for over 5000 new customers, ensuring timely product setup and seamless integration.
  • Developed tailored solutions for clients based on their unique needs, fostering long-term relationships and loyalty.
  • Identified upsell opportunities within our existing client base delivering customized proposals that resulted in increased revenue for the organization and retention.
  • Worked closely with technical support teams and operations to troubleshoot and resolve complex issues maintaining open lines of communication with affected clients throughout the resolution process.

Education

Bachelor of Arts - Political Science

University of Texas
Austin
01-2017

Skills

  • Strategic planning
  • Time management
  • Work Planning and Prioritization
  • Problem-solving
  • Customer success
  • Multitasking and organization

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Career advancementWork-life balanceCompany CultureWork from home optionPaid time off401k matchPaid sick leaveStock Options / Equity / Profit SharingTeam Building / Company RetreatsPersonal development programs

Timeline

Customer Success Manager

HomePay
04.2023 - Current

Customer Success Associate 2

Care.com HomePay
06.2018 - 04.2023

Bachelor of Arts - Political Science

University of Texas

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Dana Drake