Darcell Kincaid
Nashville,TN
Summary
Talented Customer Success Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
11
11
years of professional experience
Work History
Customer Success Manager
CarSaver
11.2018 - Current
- Worked with colleagues on the development, implementation, and maintenance of customer first culture; maintained the business for over 80 existing accounts.
- Organized meetups and various events; supported clients and using own knowledge and expertise resolved any problematic issues.
- Evaluated work of staff and volunteers to maintain quality and effectiveness of resources.
- Determined organizational policies regarding program eligibility, requirements and benefits.
- Attended workshops, meetings and site visits to gather customer requirements.
- Generated market research to identify business trends, provided business updates to existing clients, and conducted customer feedback in order to discover potential areas of improvement.
- Increased sales by 25% in 2018 by implementing a new sales strategy and original email marketing campaign.
- Recognized by executives and ranked as a #1 Manager within the department
Finance & Administrative Coordinator
Nashville Public Radio
07.2015 - 11.2018
- Developed and implemented accounting, financial, and operational systems
- Exceeding customer service expectations on more than 1 occasion
- Assist 5 or more team members to deliver project requirements, develop solutions, and meet deadlines
- Attended departmental meetings, providing feedback to enhance future performance
- Improved customer satisfaction by finding more than 4 creative solutions to client problems
- Input financial data in company’s system, duties include processing financial documents like contracts, expense reports, and invoices
- Scheduled and confirmed over 2 meetings per week
- Wrote 10 or more emails, memos, and business letters for management
- Assist with employee termination process to ensure company’s mission and goals are always met and to avoid bias
- Utilized company’s database system to organize employees’ personal files, while ensuring files were secured considering the level of
sensitivity - Marketed job postings, recruited 5 candidates, and scheduled multiple interviews to fill vacant positions
Customer Success Specialist
Guy Brown
05.2012 - 07.2015
- Exceeded team’s annual goal of keeping client response rates above agreed SLAs (97%).
- Coordinated with the Sales and Product Departments in providing report analysis of trends in customer behavior and user experience every three months.
- Developed CRM tools tracking and reporting sales operations activities.
- Oversaw the implementation of new email marketing software delivered ahead of schedule.
- Managed a team of four customer success specialists.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Education
Bachelor of Arts - Mass Communications
Tennessee State University
Nashville, TNSkills
- Hiring and Training
- Best Practices and Methodologies
- Renewing Accounts
- Training Seminars
- Managing Operations and Efficiency
- Verbal and Written Communication
- Team Building
- Data Entry
- Problem Solver
- Financial Expertise
- CRM
- Goal Setting
Software
M.S. Suite, Paycor, Salesforce, Kronos
Timeline
Customer Success Manager
CarSaver
11.2018 - Current
Finance & Administrative Coordinator
Nashville Public Radio
07.2015 - 11.2018
Customer Success Specialist
Guy Brown
05.2012 - 07.2015
Bachelor of Arts - Mass Communications
Tennessee State University
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