Summary
Overview
Work History
Education
Skills
Timeline
Generic

Danielle DeFazio

Santa Ana,CA

Summary

Service-driven professional with a background in sales and customer success management. Personable, empathetic, and solution-oriented. A people person who enjoys collaboration and long-term relationship building.

Overview

14
14
years of professional experience

Work History

Manager of Customer Success

Quartz Network
Santa Ana, CA
08.2023 - Current
  • Manage a team of six Customer Success Managers, helping them stay organized, grow in their roles, and support their customers.
  • Handle my own group of customer accounts, building strong relationships, and helping them get value from our product.
  • Balance team leadership with hands-on customer work, making sure both my team and my accounts are successful.
  • Support team members with day-to-day questions, customer calls, and strategies to improve retention and satisfaction.
  • Work with the Sales and Product teams to share customer feedback and solve issues quickly.
  • Track team and personal performance, using results to improve how we worked, and show progress to leadership.

Customer Success Manager

Quartz Network
Hermosa Beach, CA
09.2022 - 08.2023
  • Managed a portfolio of 90+ IT accounts, driving over 90% customer retention through proactive engagement, strategic check-ins, and tailored success planning.
  • Led hundreds of onboarding and adoption phone calls that ensured seamless customer transitions and maximized early product impact.
  • Identified upsell and expansion opportunities, collaborating with Sales to increase customer lifetime value.
  • Served as the voice of the customer, partnering with Product and Engineering teams to prioritize feature requests and improve our product roadmap based on customer feedback.
  • Developed and delivered QBRs for executive stakeholders, showcasing ROI, and strengthening long-term relationships.

Senior Sales Executive/Customer Service Associate

SureCo Healthcare + Technology
Santa Ana, CA
11.2020 - 06.2022
  • Skilled in active listening, problem solving, relationship building with new and existing clients.
  • Implemented company processes to effectively resolve customer service issues timely and efficiently.
  • Top performing Sales Agent/CSM & successfully had only a 3% churn rate.
  • Coached, monitored and mentored sales agents to boost performance and company morale.
  • Expert in live web demo presentations to capture customer interest and drive revenue growth.
  • Top 5% of agents and monthly client referral rate.
  • Completed Acquisition Manager in training program in 2021.
  • Top agent exceeding all KPI’s (closing percentages, outbound calls, texts, emails etc.)

Enterprise Customer Success Manager

Parcel Pending
Irvine, CA
01.2018 - 11.2020
  • Drove customer escalations to resolution by engaging directly with clients.
  • Scheduled appointments to meet customer needs and resolve key concerns.
  • Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed and mentored team members to provide hospitable, professional service while adhering to established service models.
  • Conferred with business leaders to evaluate business needs and implement operational improvements.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Assisted customer in understanding products, components and systems using technical demonstration.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Promoted healthy company culture/ Team building

Account Executive/Customer Service Representative

Houzz
Irvine, CA
09.2016 - 01.2018
  • Prospected and cold-called customers to develop new sales leads.
  • Helped customers design and layout spec ads.
  • Presented engaging media packages and advertising options to prospects.
  • Used persuasive techniques to overcome objections and close new sales opportunities.
  • Negotiated pricing following company procedures to close sales with new advertisers.
  • Managed and retained existing client accounts.
  • Exceeded department expectations for productivity and accuracy levels.
  • Managed organization's largest region, performed full sales cycle duties and increased annual sales.

Residential Property Manager

Arnel Properties
Costa Mesa, CA
01.2011 - 05.2016
  • Conducted regular inspections of properties to ensure compliance with local laws and regulations.
  • Negotiated leases with tenants, ensuring all terms were clearly outlined and agreed upon.
  • Responded promptly to repair requests from tenants in a professional manner.
  • Managed the eviction process when necessary in accordance with applicable laws.
  • Provided support during emergency situations such as fires or natural disasters.
  • Resolved tenant disputes in a timely manner by listening to both sides and proposing solutions.
  • Organized the move-in, move-out process for new, former tenants including cleaning services if needed.

Education

Some College (No Degree) - Behavioral Aspects of Health

Goldenwest College
Huntington Beach, CA

Skills

  • Customer Relationship Management
  • Issue and Complaint Resolution
  • Building Customer Trust and Loyalty
  • Effective Communication
  • Upbeat and positive personality
  • Team Leadership
  • Technical Troubleshooting
  • Client Onboarding
  • Team Leadership

Timeline

Manager of Customer Success

Quartz Network
08.2023 - Current

Customer Success Manager

Quartz Network
09.2022 - 08.2023

Senior Sales Executive/Customer Service Associate

SureCo Healthcare + Technology
11.2020 - 06.2022

Enterprise Customer Success Manager

Parcel Pending
01.2018 - 11.2020

Account Executive/Customer Service Representative

Houzz
09.2016 - 01.2018

Residential Property Manager

Arnel Properties
01.2011 - 05.2016

Some College (No Degree) - Behavioral Aspects of Health

Goldenwest College

Similar Profiles

CREATE PROFILE