Drew Stewart
Birmingham,Alabama
Summary
Dedicated Customer Success Associate Manager with 11 years of combined frontline and management experience. Exceptional acumen for problem-solving, risk mitigation, and fostering positive relationships with clients and team members. A servant leader with experience in driving internal and external client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.
Overview
20
20
years of professional experience
Work History
Customer Success Manager
Wells Fargo
Birmingham, AL
01.2014 - 10.2025
- Managed a team of 15 Phone Bankers
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Launched quality assurance practices for each phase of development
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Forklift Operator
Budweiser
Birmingham, AL
01.2012 - 12.2013
- Operated forklift in compliance with OSHA guidelines and organizational policies.
- Operated equipment safely and efficiently to prevent damage to items and avoid injuries.
- Unloaded and stacked materials by raising and lowering lifting devices.
- Maneuvered forklift safely using appropriate load rates and maintaining clear visibility of work areas.
- Transported goods between warehouse locations according to shipment and storage needs.
- Wrapped pallets in plastic wrap and attached merchandise tags to prepare for shipping.
- Unloaded materials and goods at designated locations for best project availability.
- Kept accurate records of materials moved within warehouse to quickly locate inventory and keep facility operating smoothly.
- Communicated with floor managers to determine merchandise placement.
- Coordinated with other lift truck drivers and production personnel to process orders efficiently.
Service Advisor
Serra Kia of Gardendale
08.2010 - 01.2012
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed estimates by costing materials, supplies, and labor.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Documented problems and corrective actions to maintain records.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Janitorial/Custodial
Complete Janitorial
05.2007 - 08.2010
- Janitorial/Custodial duties at various Chemical Lime plants
- Collected trash and emptied receptacles and recycling containers.
- Kept building spaces premises clean inside and outside.
- Inspected facility and grounds and picked up trash or other debris impacting appearance or movement flows between spaces.
- Followed procedures for use of chemical cleaners and power equipment to prevent damage to floors.
- Worked with building managers to assess ongoing needs and plan preventive maintenance and cleaning schedules.
Referee
University of Alabama Intramural Sports
01.2006 - 01.2007
- Officiate intramural basketball games
- Promoted good sportsmanship among players.
- Navigated difficult situations using effective communication and explanation of game rules.
- Enforced rules and regulations during games to facilitate safe and fair play.
- Coordinated with other referees to execute smooth and consistent games.
- Made impartial and fair decisions to maintain trust and respect of players, coaches and fans.
- Communicated with fans, coaches, players, and other umpires.
Agent
Liberty National Life Insurance Company
01.2006 - 01.2007
- Provide consumers with quality information pertaining to life insurance
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Established strong customer relationships, building recommendations and loyalty.
Education
Some College (No Degree) - Radiologic Technology
Jefferson State Community College
Birmingham08-2008
Some College (No Degree) - Civil & Environmental Engineering
University of Alabama
Tuscaloosa, AL01-2008
High School Diploma -
Gardendale High School
Gardendale, AL05.2005
Skills
- Problem-solving abilities
- Optimistic mindset
- Strong interpersonal communication skills
- Analytical thinking
- Sound decision-making
- Employee coaching and mentoring
- Customer-focused demeanor
- Skilled in digital tools and technologies
- Managing operations and efficiency
- Experienced with MS Office applications
- Strong technical capabilities
- Effective team leadership
- Multitasking Abilities
- Issue resolution
- Digital Advocate
Timeline
Customer Success Manager
Wells Fargo
01.2014 - 10.2025
Forklift Operator
Budweiser
01.2012 - 12.2013
Service Advisor
Serra Kia of Gardendale
08.2010 - 01.2012
Janitorial/Custodial
Complete Janitorial
05.2007 - 08.2010
Referee
University of Alabama Intramural Sports
01.2006 - 01.2007
Agent
Liberty National Life Insurance Company
01.2006 - 01.2007
Some College (No Degree) - Radiologic Technology
Jefferson State Community College
Some College (No Degree) - Civil & Environmental Engineering
University of Alabama
High School Diploma -
Gardendale High School
References
- Stephanie Boddie, Customer Success Manager, Wells Fargo Bank, (205)492-8675
- Dean Gebhardt, Customer Success Associate Manager, Regions Bank, (256)490-0448
- Candice Wilson, Customer Success Representative, Regions Bank, (205)997-4047
- Denzel Chatman, Team Manager, T-Mobile, (205)602-4540