Danny Perkins
Clifton,NJ
Summary
A diligent and innovative Customer Success professional with a strong background in strategic planning, customer relationship management, and cross-functional collaboration. Armed with a deep understanding of product and processes, I serve as a strong advocate for customers within the organization. I am adept at identifying upselling/growth opportunities and committed to achieving customer goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Checkr
09.2022 - Current
- Utilized recurring business reviews to build trust with key stakeholders within $2.2M book of business and extend presence in each account.
- Developed a deep understanding of Checkr's products and processes, and used that knowledge to find solutions that align with clients' goals.
- Collaborated seamlessly with the Account Management team to ensure account sustainability, minimize churn, and identified opportunities for growth and upselling.
- Worked in concert with cross-functional teams to drive the long-term functional/technical solution strategy for customers.
Customer Support Rep
Checkr
11.2021 - 09.2022
- Spearheaded training initiatives and shadow sessions for new hires, fostering a culture of learning and skill development and ensuring consistent service quality, which contributed to reducing ticket backlog by 80% in the first 60 days.
- Proficient in troubleshooting, demonstrated by successfully resolving complex and often ambiguous issues.
- Consistently achieved high performance standards, resolving on average 20 issues per day with an average QA score of 100%, and a Customer Satisfaction score of 85%.
Sales & Service Expert (Part Time)
24 Hr Fitness Gym
06.2021 - 05.2022
- Conveyed the value of 24 Hour Fitness to members and guests, while ensuring we provided a clean, friendly atmosphere.
- Created self generated business by developing genuine relationships.
Customer Support Rep (Contract)
Eravant
09.2020 - 01.2021
- Promptly responded to inbound inquiries, recommended millimeter wave technology solutions based on customer specifications and use case, found alternative solutions to meet deadlines, and helped streamline a congested RMA process.
Teacher’s Assistant
California City Adult Academy
11.2018 - 06.2020
- Taught GED mathematics, reading, and English to three classes of 28 students
- Created engaging curriculum that resulted in graduation rates increasing 70% year over year
- Met with students 1:1 to set goals, provide feedback, and ensure they exceeded program expectations
Education
B.A. Business Administration -
Adams State University
Alamosa, CO05.2020
A.A. Social & Behavioral Sciences -
Cerro Coso Community College
Ridgecrest, CA12.2018
Skills
- Communication
- Relationship Building
- Account Management
- Strategic Planning & Thought Leadership
- Stakeholder Engagement
- Navigating Ambiguity
- Public Speaking
- Stress Tolerance
- Technical Proficiency (Salesforce CRM, Looker, Outreach, Zendesk CS)
Certification
- Certified Customer Success Manager: Level II - SuccessHacker Nov 2023
- Certified Customer Success Manager: Level I - SuccessHacker May 2023
Volunteer Experience
- Cerro Coso Community College: Lead Peer Mentor
- Men’s Community Re-entry Program: Guest Speaker
- Creating Restorative Opportunities and Programs (CROP): Workshop Leader
- Root & Rebound: Fair Chance Ambassador
- Checkr FC Apprenticeship: Mentor
Timeline
Customer Success Manager
Checkr
09.2022 - Current
Customer Support Rep
Checkr
11.2021 - 09.2022
Sales & Service Expert (Part Time)
24 Hr Fitness Gym
06.2021 - 05.2022
Customer Support Rep (Contract)
Eravant
09.2020 - 01.2021
Teacher’s Assistant
California City Adult Academy
11.2018 - 06.2020
B.A. Business Administration -
Adams State University
A.A. Social & Behavioral Sciences -
Cerro Coso Community College