Summary
Overview
Work History
Education
Skills
References
Timeline
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ELYSE KACSANDI

Dunedin,FL

Summary

Experienced and enthusiastic Customer Success Manager adept at fostering relationships through empathy, delivering value, and building trust to drive customer success. Specializes in developing efficient processes aligned to enhance ROI and ensure lasting retention while handling critical customer interactions and upholding core values. Dedicated to continuous self-improvement and ultimately aiming to simplify and improve the lives of those around me.

Overview

4
4
years of professional experience

Work History

Customer Success Manager

Okendo.io
Miami, FL
02.2022 - 06.2024
  • Increased upsell rate and demos booked by 200% as the top-performing CSM.
  • Managed 80+ Enterprise client accounts, implementing strategies to optimize customer success and increase merchant account value.
  • Zero accounts churned under my management, with 70% of managed accounts increasing in contract value during the renewal process
  • Fostered confidence in our service by successfully navigating merchants through a pricing restructure with empathy and value, resulting in zero account losses.
  • Established and fostered strong customer relationships, ensuring a thorough understanding of their needs for optimal results within the Okendo platform
  • Maintained up-to-date knowledge of industry trends related to customer success management.
  • Supported Sales initiatives and collaborated with go-to-market team to enhance user experience and drive annual recurring revenue.

Customer Care Specialist

Wix.com
Miami, FL
11.2020 - 02.2022
  • Achieved 100% CSAT scores by applying over 160 hours to mastering Wix's backend and front-of-house tools for addressing transaction history errors, order malfunctions, and product misplacement.
  • Provided empathetic customer service by guiding customers through resolution of a variety of issues, from simple inquiries to complex technical errors.
  • Delivered outstanding service by utilizing extensive product knowledge, showcasing previously unknown features, thus exceeding customer expectations.
  • Established and fostered robust connections with Wix users via effective email, phone, and chat interactions. Garnered an extensive collection of favorable feedback documenting exemplary customer relationship expertise.

Customer Support Specialist

Kforce
Miami, FL
05.2020 - 11.2020
  • Managed and resolved a high volume of inbound client calls, handling up to 50 calls per week, during the Coronavirus pandemic to address unemployment claim(s) for Florida residents.
  • Provided unwavering support and advocacy for Florida residents during the challenging pandemic, while working within the state's DEO back-office program.
  • Received weekly praise from customers, oftentimes being offered gifts and personal gratitudes for the tremendous effort to empathetically serve and generate swift results for those in need.

Education

A.S. Business Administration -

Southern New Hampshire University
04.2020

Skills

  • Client Relations
  • Customer Account Management
  • Strategic Planning
  • Account Management
  • Proficient in Hubspot, Slack, and Notion
  • Revenue Growth
  • Customer Relationship Building
  • CRM Software
  • Business Development
  • Professional and Courteous
  • Positive Attitude
  • Reliability
  • Research and due diligence
  • Problem-solving aptitude
  • Excellent Communication
  • Continuous Improvement
  • Team Leadership
  • Self Motivation
  • Teamwork and Collaboration
  • Task Prioritization
  • Written Communication
  • Analytical Thinking
  • Adaptability and Flexibility

References

References available upon request.

Timeline

Customer Success Manager

Okendo.io
02.2022 - 06.2024

Customer Care Specialist

Wix.com
11.2020 - 02.2022

Customer Support Specialist

Kforce
05.2020 - 11.2020

A.S. Business Administration -

Southern New Hampshire University

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ELYSE KACSANDI