ELIZABETH LARANJO
WILMINGTON
Summary
Senior Customer Success Manager with 10+ years of experience supporting customers across healthcare, retail, and program operations. Skilled in remote collaboration, CRM systems, digital communication, and workflow optimization. Proven ability to work autonomously, manage cross‑functional initiatives, and use data to improve satisfaction, reduce wait times, and streamline processes. Experienced in both WFH and hybrid environments.
Overview
10
10
years of professional experience
Work History
Dietary Aide III
Novant Health
Wilmington, NC, US
06.2025 - 03.2026
- Optimized call center routing processes and implemented CRM systems to reduce wait times, enhance efficiency, and improve tracking of patient interactions and support outcomes.
- Collaborated with healthcare teams in hybrid and remote environments to ensure seamless communication, enhancing patient care, coordination, and overall support.
- Partnered with nursing staff to assess patients’ dietary needs and implement tailored nutrition plans, improving patient satisfaction and overall quality of care.
- Analyzed patient feedback to refine meal offerings and ensure adherence to dietary requirements.
- Developed a rotating menu plan that increased meal variety and boosted patient engagement.
Office Assistant/Cashier
Lowes Foods
Wilmington, NC, US
10.2024 - 06.2025
- Coordinated scheduling and communications among departments, fostering teamwork and ensuring smooth operations across various projects.
- Processed customer transactions efficiently, enhancing checkout speed and improving customer satisfaction.
- Facilitated teamwork among staff to resolve customer inquiries promptly, strengthening service reliability and trust.
- Executed daily cash reconciliations with precision, ensuring financial accuracy and adherence to company standards.
Patient Safety Assistant
Cox Health
Springfield, MO, US
07.2023 - 07.2024
- Enhanced patient monitoring protocols to reduce safety incidents and improve response times.
- Implemented targeted interventions that led to measurable improvements in patient safety outcomes.
- Developed standardized safety check procedures improving care consistency in a high-volume unit.
- Analyzed incident data to identify trends and prevent recurring safety issues.
- Fostered a culture of teamwork among healthcare staff, enhancing communication and collaboration to improve patient outcomes.
Program Specialist Manager
Lab Corp.
WFH, NC, US
10.2022 - 06.2023
- Enhanced healthcare collaboration through strategic program initiatives, improving data accuracy.
- Streamlined operations, elevating program performance and efficiency.
- Resolved complex issues, leading to measurable improvements in data management.
- Developed strategic programs, contributing to significant organizational growth.
- Analyzed program operations, identifying inefficiencies and implementing data-driven solutions for improved performance and resource allocation.
- Evaluated program data to identify trends, driving strategic decisions that resulted in enhanced operational efficiency.
Dietary Aide II
Duke Hospital
Durham, NC, US
09.2020 - 09.2022
- Significantly reduced meal delivery times, enhancing hospital operations. Coordinated with nursing staff to ensure accurate meal delivery, fostering teamwork and enhancing patient care.
- Provided compassionate service to patients, addressing dietary needs and contributing to a positive hospital experience.
- Identified and resolved dietary restrictions issues, ensuring optimal patient health and compliance with medical guidelines.
- Streamlined call routing processes, reducing average wait times and improving customer satisfaction ratings significantly.
DSD Receiver
Food Lion
Durham, NC, US
03.2018 - 09.2020
- Collaborated with vendors for timely and accurate product delivery.
- Resolved shipment discrepancies, enhancing supplier relationships. Fostered strong relationships with team members and suppliers, enhancing communication and ensuring a seamless supply chain.
- Coordinated with cross-functional teams to ensure accurate stock levels, fostering strong communication and improving supply chain reliability.
- Maintained precise records of received goods, ensuring compliance with quality standards and enhancing overall accuracy of inventory.
- Negotiated with suppliers to improve delivery schedules, resulting in enhanced reliability and strengthened partnerships.
Shift Supervisor
Sprint
Durham, NC, US
12.2015 - 03.2018
- Oversaw daily operations, boosting team efficiency and customer satisfaction.
- Led team to surpass sales targets, enhancing customer retention.
- Supervised staff, optimizing workflows for improved productivity.
- Facilitated training sessions, fostering teamwork and service delivery.
- Implemented targeted sales strategies, achieving noticeable gains in regional growth and elevating overall market presence.
- Streamlined inventory management processes, minimizing stock discrepancies and enhancing order accuracy across the team.
Education
High School Diploma -
Charles E Jordan High School
Durham,NCSkills
- Remote Collaboration — Slack, Teams, Zoom, cross‑functional communication
- CRM Management — call routing, ticketing systems, patient/customer tracking
- Customer Success — retention, satisfaction, issue resolution
LANGUAGES
Creole (West African), Portuguese.
Timeline
Dietary Aide III
Novant Health
06.2025 - 03.2026
Office Assistant/Cashier
Lowes Foods
10.2024 - 06.2025
Patient Safety Assistant
Cox Health
07.2023 - 07.2024
Program Specialist Manager
Lab Corp.
10.2022 - 06.2023
Dietary Aide II
Duke Hospital
09.2020 - 09.2022
DSD Receiver
Food Lion
03.2018 - 09.2020
Shift Supervisor
Sprint
12.2015 - 03.2018
High School Diploma -
Charles E Jordan High School