Summary
Overview
Work History
Education
Skills
Timeline
Generic

Diamond Bryant

Des Plaines,IL

Summary


Diligent Customer Success Manager with background in driving customer satisfaction and retention. Expertise in managing customer relationships, leading initiatives to improve client engagement. Proficient in problem-solving and communicating effectively to ensure customer success.

Overview

8
8
years of professional experience

Work History

Customer Success Manager

UberFreight
04.2019 - Current
  • Head and mobilize a team of 10+ central coordinators from the service branch and leverage automation and process improvement, increasing work efficiencies by 28% and maximizing customer retention and success.
  • Evaluate customer scorecards and analyze CSAT response data to identify trends /areas for improvement, increasing team efficiency by 90%.
  • Facilitate continuous process improvement initiatives, including in-depth training, workshops, seminars to guarantee excellence for Uber Freight’s customers, increasing customer satisfaction by 50%.
  • Establish and implement standard operating procedures to guide team members, resulting in minimal errors and enhancing productivity by 50%.
  • Enhance first contact resolution rate (FCR) by utilizing customer success software, including ServiceHub, Gainsight, and ClientSuccess, increasing operational efficiency and reducing customer support costs.
  • Supervise project management for 20+ accounts to guarantee operational efficiency and compliance with organizational standards.

Accounts Receivable Specialist

C.H Robinson
04.2018 - 04.2019
  • Streamlined financial processes for $8M accounts, ensuring accuracy and efficiency- skills applicable to payroll and benefits management.
  • Reduced outstanding accounts receivable balances by diligently following up on overdue payments.
  • Supported month-end closing activities by reconciling accounts, preparing reports, and analyzing trends in account performance.
  • Prepared and mailed invoices to customers, processed payments, and documented account updates.
  • Monitored accounts to verify compliance with payment terms and schedules.

Customer Service Agent

DePaul University
03.2017 - 04.2018
  • Managed approximately 45 incoming calls, emails per day
  • Led call supervision and feedback analysis, enhancing service quality- applicable to performance management.
  • Assisted with policy refinement to improve operational processes, mirroring HR policy development.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.

Education

Associate's Degree -

Malcolm X College
Chicago, IL
12.2025

Skills

  • Employee Relations & Engagement
  • Talent Acquisition & Onboarding
  • HR Data & Performance Metrics
  • Stakeholder Management
  • Strategic Planning
  • Project Management
  • Leading Initiatives
  • Jira
  • Organizational Change
  • CRM software
  • MS Suite
  • Staff mentoring & leadership
  • Customer onboarding
  • Customer relationship management

Timeline

Customer Success Manager

UberFreight
04.2019 - Current

Accounts Receivable Specialist

C.H Robinson
04.2018 - 04.2019

Customer Service Agent

DePaul University
03.2017 - 04.2018

Associate's Degree -

Malcolm X College

Similar Profiles

CREATE PROFILE
Diamond Bryant