Dionne Cherry
Chicago,IL
Summary
Empathetic and resourceful customer success professional with over five years of experience supporting users in dynamic SaaS and logistics technology environments. Renowned for delivering thoughtful, timely, and customer-first support across various channels, including email, chat, and phone. Proactively identifies trends and surfaces product insights while collaborating cross-functionally to enhance user experiences. Committed to fostering meaningful connections within digital communities, demonstrating reliability, adaptability, and a collaborative spirit in achieving team objectives.
Overview
7
7
years of professional experience
Work History
Customer Success Representative (Hybrid)
Augment Technologies
Chicago, IL
02.2025 - Current
- Deliver async and real-time support to freight tech clients across email, Slack, and phone with empathy and clarity.
- Train new users during onboarding, helping them adopt AI platform tools with ease and confidence.
- Collaborate with engineers to escalate technical bugs, track resolutions, and share updates with affected users across multiple workflows.
- Document and share user feedback with product teams to influence roadmaps and feature improvements.
- Maintain internal knowledge base, creation of workflow SOPs, and FAQs to support self-service and scale team knowledge.
- Proactively identify recurring issues and propose process updates to reduce support volume.
Truckload Account Specialist (Remote, Weekends)
Molo Logistics
Chicago, IL
01.2021 - 02.2025
- Supported carrier operations and resolved time-sensitive shipment issues for enterprise accounts.
- Led weekend customer service coverage and coached teammates through escalations and complex problem-solving.
- Logged user pain points in CRM tools and Slack to help inform cross-functional team reviews.
- Acted as a voice of the customer by surfacing trends and support themes during operations syncs.
Operations Specialist (DashMart)
DoorDash
Chicago, IL
08.2020 - 01.2021
- Handled live chat and phone support for customers and Dashers, resolving delivery and fulfillment issues.
- Supported backend order management and receiving to ensure reliable end-to-end service.
- Balanced multiple operational workflows while maintaining a calm, user-centered approach.
Inventory Specialist
Farmers Fridge
Chicago, IL
11.2018 - 07.2020
- Analyzed inventory and waste data to help inform forecasting and reduce overages.
- Flagged discrepancies and proposed SOP adjustments to improve accuracy and efficiency.
- Mentored new hires and contributed to internal process documentation.
Education
Product Management Certification -
BrainStation
B.A. - Business Administration
Robert Morris University
Skills
- Customer support via email, chat, and phone
- Helpdesk software proficiency
- Feedback analysis
- Experience with CRM applications
- Client onboarding process
- Comprehensive understanding of products
- Effective issue resolution
Accomplishments
Recently advanced to customer success representative 2 within a year of being with Augment Technologies.
2025 Builder Award for Growth Team at Augment Technologies
Q2 2023 MVP Employee Excellence at Molo Logistics
Timeline
Customer Success Representative (Hybrid)
Augment Technologies
02.2025 - Current
Truckload Account Specialist (Remote, Weekends)
Molo Logistics
01.2021 - 02.2025
Operations Specialist (DashMart)
DoorDash
08.2020 - 01.2021
Inventory Specialist
Farmers Fridge
11.2018 - 07.2020
B.A. - Business Administration
Robert Morris University
Product Management Certification -
BrainStation