Ebonie Washington
Las Vegas,NV
Summary
Self-motivated Client Success Manager who brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.
Overview
8
8
years of professional experience
Work History
Client Success Manager
National Debt Relief
06.2019 - Current
- Successfully ran conferences ranging from 20-80 individuals, ensuring that team leads were well-supported throughout the process
- Effectively collaborated with Team Leads for regular one-on-one discussions, addressing any progress or concerns within the department
- Diligently supported team leads in achieving success by providing guidance and resources for career growth
- Effectively assisted in achieving desired outcomes by offering guidance and support
- Successfully collaborated with Team Leads in reviewing and delivering corrective action documentation to ensure consistent performance improvement within the department
- Collaborated with various departments to address and resolve any client related issues
- Developed and delivered informative workshops and refresher sessions, keeping the team well-informed about any updates or modifications in policies
- Assisted in training new hires while also providing ongoing support to experienced team members for continuous professional development
- Reviewed calls and provided feedback to Team Leads
- Delivered timely updates on policy and procedure
- Effectively enforced policies and procedures for both team leads and agents to ensure compliance with company guidelines
- Review and managed all time off requests for the conference.
Client Success Team Lead
National Debt Relief
12.2016 - 06.2019
- Responsible for the leadership and professional development of a team of 3-10 agents
- Responsible for measuring and developing the progress of agents
- Coaching of different personalities
- Enforced company policy and conducted performance review feedback
- Helped develop team members into successful leaders
- Successfully handled escalated clients/calls
- Successfully ranked in the top 3 for performance consecutively for 8 months
- Prepared agents to become team lead
- Demonstrated the ability to effectively manage time
- Demonstrated the ability to pay attention to detail and meet deadline.
Education
Bachelor of Science - Human Services
University of Phoenix
Sacramento, CA03.2015
Associate of Arts - Psychology
University of Phoenix
Sacramento, CA03.2013
Skills
- Client Success expertise
- Team Development
- Performance Management
- Decisive Decision-Making
- Performance Evaluations
- Problem-Solving and Critical Thinking
- Active Listening Skills
Timeline
Client Success Manager
National Debt Relief
06.2019 - Current
Client Success Team Lead
National Debt Relief
12.2016 - 06.2019
Bachelor of Science - Human Services
University of Phoenix
Associate of Arts - Psychology
University of Phoenix
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