Elizabeth Westmore
Fayetteville,USA
Summary
Dynamic Customer Success Representative with a proven track record at Articulate Global LLC, excelling in strategic account management and customer advocacy. Achieved a perfect customer satisfaction rating while driving revenue growth through effective subscription renewals. Skilled in Salesforce and known for a friendly, positive attitude that fosters strong client relationships.
Overview
10
10
years of professional experience
Work History
Family Caregiving & Professional Development
01.2023 - Current
- Dedicated the period from 2023 to present to provide full-time care for a terminally ill family member, while concurrently pursuing ongoing professional development, and am now eager to re-enter the workforce.
Customer Success Representative
Articulate Global LLC.
01.2021 - 01.2023
- Facilitated communication between customers and internal teams such as Legal, Order Management, and Finance.
- Provided accurate quotes for renewals and new subscriptions through Salesforce.
- Analyzed customer accounts to identify growth opportunities and mitigate potential churn risks.
- Guided customers through onboarding processes and built strong relationships to enhance customer satisfaction and achieve business objectives.
- Drove revenue growth by managing a portfolio of 1700+ accounts, prioritizing high-income potential clients.
- Enhanced SaaS (Software as a Subscription) customer engagement within Small/Medium Business teams, safeguarding seamless renewals and expanding subscriptions.
- Secured long-term subscription commitments and addressed customer needs promptly by delivering proactive communications.
- Maximized revenue retention by spearheading strategic initiatives focused on subscription renewals.
- Excelled in a high-pressure and constantly evolving business environment.
Order Management Representative
Articulate Global LLC.
01.2019 - 01.2021
- Managed high volumes of customer interactions through calls, chats, and emails, prioritizing and coordinating inquiries effectively.
- Facilitated timely transactions of subscription expansions and renewals via Salesforce.
- Conducted comprehensive processing of subscription changes, merges, upgrades, refunds, and cancellations.
- Oversaw order status inquiries, supported service delivery, and resolved any subscription management discrepancies with proficiency.
- Achieved high customer satisfaction by ensuring smooth renewal processes and excellent service delivery.
- Attained streamlined operations by maintaining data integrity across sales, customer success, order, and financial systems.
- Enhanced order processing efficiency by collaborating with the Order Management Team on subscriptions and renewal activities.
Member Experience Specialist
Trupanion
Seattle, USA
01.2018 - 01.2019
- Facilitated sales and retention efforts for pet insurance services by articulating plan features and benefits to clients.
- Summarized claim decisions for customers, maintaining transparency in communications.
- Collaborated with internal teams to optimize customer interactions and streamline communication channels.
- Managed customer inquiries through various communication channels, ensuring swift resolution and support.
- Achieved one of the highest customer satisfaction ratings among staff members.
- Enhanced client satisfaction by explaining claims processes and criteria.
- Empowered new team members with training on best practices and improved client experience in alignment with company objectives.
- Earned Performance Excellence Award for consistently high customer satisfaction scores.
AppleCare Senior Advisor
Apple, Inc.
01.2015 - 01.2018
- Navigated intricate systems and software to troubleshoot and resolve technical issues efficiently.
- Provided clear and friendly assistance via email and phone, addressing hardware and software inquiries.
- Uncovered and addressed varied customer needs and inquiries while documenting resolutions for future reference.
- Accomplished a perfect 100% Customer Satisfaction rating for over six months, exhibiting strong commitment to service excellence.
- Enhanced customer experience by identifying opportunities that aligned with company standards, ensuring successful outcomes.
- Delivered expert technical support and guidance to customers, specializing in Mac and iOS products.
- Additional experience as Instructional Designer and Trainer, Remote sales representative available on request.
Education
Master of Science - Instructional Design/Technology
Walden University
Minneapolis, MNBachelor of Business Administration - Information Management
University of North Dakota
Grand Forks, NDSkills
- Technical troubleshooting
- Client retention
- Team collaboration
- Customer advocacy
- Friendly, positive attitude
- Computer skills
- Flexible and adaptable
- Problem-solving
- Calm under pressure
- Customer service
References
References available upon request.
Timeline
Family Caregiving & Professional Development
01.2023 - Current
Customer Success Representative
Articulate Global LLC.
01.2021 - 01.2023
Order Management Representative
Articulate Global LLC.
01.2019 - 01.2021
Member Experience Specialist
Trupanion
01.2018 - 01.2019
AppleCare Senior Advisor
Apple, Inc.
01.2015 - 01.2018
Master of Science - Instructional Design/Technology
Walden University
Bachelor of Business Administration - Information Management
University of North Dakota
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