Darnay Un
Fort Lupton,CO
Summary
Seeking a Customer Success Manager position to maximize proficiency in a fast-paced work surrounding to help an organization implement and execute with care while demonstrating leadership in the position. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Success Manager
IntelePeer Cloud Communication
10.2018 - Current
- Managed large enterprise customer accounts, delivering high-level overviews and coordinating with functional resources to resolve critical issues.
- Spearheaded process improvement initiatives, developing standard operating procedures and escalation policies for the customer support team.
- Enhanced client satisfaction by collaborating with operational teams to ensure effective resolution of service issues.
- Fostered collaboration with internal stakeholders to consistently exceed customer expectations.
- Drove customer adoption, ongoing support, optimization, and retention, resulting in improved overall satisfaction.
- Served as the primary contact for inquiries regarding account modifications, deletions, and general requests.
- Collaborated with sales and project management teams to ensure a seamless onboarding process for new customers.
- Provided technical and knowledge enablement to customers, ensuring comprehensive account support.
- Established valuable partnerships as a trusted advisor, driving a positive customer experience throughout the entire lifecycle and delivering solutions that maximize customer ROI.
Customer Service & Pre-Production Lead
VSP Vision Service Plan
01.2007 - 01.2018
- Proactively assisted the Customer Service Manager in addressing complaints and resolving issues during periods of short staffing within the department.
- Utilized company policies and processes to effectively resolve customer service issues and provide timely updates to clients.
- Strengthened provider relationships through proactive customer interactions, education, product and service recommendations, and billing support.
- Maintained confidentiality by diligently completing and safeguarding medical records.
- Trained, mentored, and oversaw new team members, enhancing team performance and job proficiency.
- Developed comprehensive reports, conducted productive flow analyses, and researched root causes of production flow issues, recommending actionable changes to Rx and process flows.
Pre-Production Lead
SCT Technology
01.2003 - 01.2007
- Identified and documented non-conformances to engineering specifications, promptly notifying appropriate personnel of potential rejections.
- Operated copiers and printers, efficiently trimming stock to custom sizes and binding booklets using spiral or saddle-stitch techniques to fulfill customer job requests.
- Developed tailored options and solutions to address unique customer copy and printing needs, ensuring high levels of satisfaction and quality.
Education
Abraham Lincoln High School
01.2002
Skills
- Strategic Planning
- Customer Account Management
- Client Relations
- Records Management
- Customer Retention
- Strategic communications
Certification
- Customer Success Manager Certified Professional
- Customer Success Manager Advanced Certified Professional
Accomplishments
- Increased customer retention by 19%, from 72% to 91%
- Proactive planning led to notable increase in morale in all departments.
- Create customer satisfaction survey, drastically reducing potential problems.
Timeline
Customer Success Manager
IntelePeer Cloud Communication
10.2018 - Current
Customer Service & Pre-Production Lead
VSP Vision Service Plan
01.2007 - 01.2018
Pre-Production Lead
SCT Technology
01.2003 - 01.2007
Abraham Lincoln High School
- Customer Success Manager Certified Professional
- Customer Success Manager Advanced Certified Professional
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