Summary
Overview
Work History
Education
Skills
Certification
Timeline
References
Generic

Tomela Wright

Greenbelt,MD

Summary

Seasoned Customer Success Manager with 15 years of expertise in fostering strong relationships between companies and their clients. With over 7 years dedicated to leading customer success and retention initiatives, I excel in maximizing customer satisfaction and retention through exceptional service and support. My background includes a proven track record of enhancing customer onboarding success rates by 15%, achieving an impressive Net Promoter Score (NPS) of 93%, and reducing customer churn by 20%. Adept at identifying training needs and optimizing product utilization, I have successfully driven a 12% increase in customer adoption rates. As a certified project manager, I bring a strategic approach to managing customer success projects, ensuring timely and impactful outcomes. My objective is to leverage my skills and experience to elevate customer experiences and contribute to organizational success.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Account Customer Success Manager

CTI
03.2022 - 07.2023
  • Management 30 contracts at one time of overall and task order execution for Major Accounts Federal Government assigned to me.
  • Acted as lead for implementations and tracking orders through the entire process from build to delivery, installation, and training, and providing Agencies with status updates throughout process
  • Participated in and helped facilitate regular meetings with Federal Agencies, CTI’s internal stakeholders, and suppliers, ensuring thorough communication with all stakeholders at all stages of each deployment
  • Maintained ongoing customer satisfaction
  • Presented information in clear and engaging manner to various audiences including clients, stakeholders, and internal teams by displaying confidence, poise, and excellent verbal communication skills
  • Contributed to ongoing improvement of processes to allow for smooth execution of deployments and improved efficiencies across departments and project team members
  • Assisted in organizing and coordinating timelines, details and team tasks using project management software
  • Utilized CRM to track customer milestones and metrics
  • Prepared meeting agendas, meeting notes, and follow up on action items
  • Assisted in preparing reports for contract deliverables
  • Acted as first point of contact for customers, support account management team with maintaining relationships, client communication and calls
  • Assisted in pursuit of new business opportunities and foster organic growth on existing contracts through understanding client needs, defining value proposition, and technical solutioning
  • Coordinated marketing activities, including, but not limited to, networking events, industry days, and conferences to meet with customers and potential teaming partners
  • Planned and provided product training as part of onboarding process
  • Partnered with CTI’s bid and capture team on proposal development and submissions based on recognized opportunities of customer needs.

Account Manager

Verizon Enterprise
01.2019 - 10.2021
  • Served as strategic partner and first point of contact for enterprise and government customers
  • Managed over 1000 customer support resolutions with confidence leading to a customer satisfaction NPS score of 93%
  • Implementing and tracking multiple projects for assigned accounts
  • Provide a high level of resolution support to multiple business and government customer types, adapting to their varying needs and requirements
  • Proactively identified needs for improvement with products and services
  • Tier 2 Troubleshooting
  • Delivery of efficient support on large accounts, with the ability to be proficient in problem solving utilizing work provided resources and tools including a CRM system.
  • Being solution driven and proactive, providing first contact resolution(s), by taking ownership when necessary, and completing the research for large request.
  • Being proficient at meeting up-sales quotas and exceeding the quota by 20% regularly.
  • Selling and teaching the value of Verizon solution by using strong communication and negotiation skills to improve the customer experiences and improve company revenues.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Negotiated government contract terms with clients, securing favorable agreements for both parties.
  • Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
  • Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.

Customer Account Manager

Lionel Henderson in C/O NFIP
03.2016 - 09.2018
  • Established and maintained customer profiles, leveraging customer churn and satisfaction
  • Developed customer training and educational materials which established a more seamless onboard experience, which increased customer loyalty to the insurance programs enrolled
  • Collect data on post-disaster conditions and needs to develop a holistic recovery planning process to include logistical and resource needs, timeline with major milestones, and description of desired outcomes, in support of State or local recovery efforts
  • Facilitate multi-stakeholder meetings and collaborative problem-solving of diverse audiences.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Coordinated with internal teams to provide prompt support and address client needs efficiently.
  • Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
  • Exceeded policy relapse metric by 12%

Education

Bachelor of Arts - Business Management

American Intercontinental University
Atlanta, GA
04.2006

Skills

  • Relationship Building and Management
  • Time management
  • Motivation and delegation
  • Conflict resolution
  • Resolution Driven
  • Excellent Written and Verbal Communication Skills
  • Reporting and documentation
  • Ability to onboard and provided training
  • Active Listening
  • Training and mentoring
  • Proficient in Salesforce

Certification

  • Project Management Professional - (PMI)
  • Certified Scrum Master- (Scrum Alliance)
  • Digital Marketing (Google/ Coursera)

Timeline

Account Customer Success Manager

CTI
03.2022 - 07.2023

Account Manager

Verizon Enterprise
01.2019 - 10.2021

Customer Account Manager

Lionel Henderson in C/O NFIP
03.2016 - 09.2018

Bachelor of Arts - Business Management

American Intercontinental University

References

References Available upon request

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