Summary
Overview
Work History
Education
Skills
Summaryhighlights
Timeline
Faith Aikens

Faith Aikens

Milton,GA
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin

Summary

Driven Customer Success Manager with proven record in enhancing customer experience and fostering strong relationships. Skilled in leveraging CRM tools to manage accounts, forecast growth, and track customer interactions. Demonstrated ability to lead cross-functional teams toward achieving key performance objectives while maintaining high levels of customer satisfaction. Proven success in implementing strategies that improve client retention rates and promote substantial business growth.

Overview

24
24
years of professional experience

Work History

Customer Success Manager

Verizon Connect
Alpharetta , Georgia
09.2020 - Current
  • Maintained up-to-date knowledge of industry trends related to customer success management.
  • Analyzed customer data to identify trends, issues, and opportunities for improvement.
  • Established processes for measuring customer satisfaction rates across multiple channels.
  • Managed customer inquiries and complaints in a professional manner.
  • Provided customer onboarding and training to ensure successful product adoption.
  • Conducted regular check-ins with clients to ensure their needs were met.
  • Provided guidance on how customers can maximize the value they receive from products and services.
  • Identified areas where current products are not meeting expectations or could be improved upon.
  • Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
  • Created reports outlining customer usage and retention metrics.
  • Established strong relationships with clients through regular communication and follow-up activities.
  • Advocated for customer needs within the organization, driving product improvements.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Trained customers on product features and best practices, enhancing their overall experience.
  • Developed and maintained customer success documentation and resources.
  • Met with customers to discuss best practices and drive outcomes.
  • Negotiated contract renewals and managed customer expectations to ensure satisfaction.
  • Monitored customer health scores, proactively addressing concerns to prevent churn.
  • Utilized CRM tools to track customer interactions and report on progress towards goals.
  • Coordinated with technical support teams to resolve customer issues in a timely manner.
  • Managed crisis situations, ensuring minimal impact on customer satisfaction and loyalty.
  • Conducted regular business reviews with customers to understand their needs and adjust strategies accordingly.

Sr. Analyst

Verizon Wireless
Alpharetta , Georgia
12.2019 - 09.2020
  • Maintained updated knowledge base on industry trends and best practices.
  • Led meetings with stakeholders to discuss objectives and budgets.
  • Conducted extensive research into industry trends and competitive analysis.
  • Drafted documents that outlined processes, procedures, and best practices.
  • Analyzed and tracked data to prepare forecasts and identify trends.
  • Managed diverse projects for data capture, storage and forecast analysis.
  • Gathered and organized data to analyze current industry trends.
  • Generated standard or custom reports summarizing business, financial or economic data.
  • Disseminated information regarding tools, reports or metadata enhancements.

Customer Service Supervisor

Verizon Wireless
Alpharetta , Georgia
11.2018 - 12.2019
  • Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
  • Recruited qualified personnel when needed for open positions within the department.
  • Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
  • Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
  • Assisted customers with product inquiries and resolving complaints promptly and professionally.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Evaluated employee performance reviews based on specific criteria set forth by management.
  • Ensured all customer inquiries were handled in accordance with company standards and regulations.
  • Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.

Analyst

Verizon Connect
Atlanta, GA
01.2014 - 11.2018
  • Provide high levels of customer service for escalated calls and actively collaborate with Quality team to identify coaching opportunities for customer service specialist to ensure all agreed activities are completed
  • Monitor calls and ensure Customer Care Specialists are following documented processes or procedures when providing services
  • Follow up with escalations concerning customer feedback and developing responses to clients
  • Responsible for overall performance and day-to-day operation of call center department and overseeing the call center telephone
  • Ensure quality assurance measures are followed and practiced correctly to ensure positive customer experience
  • Participate in team projects and provide administrative, technical, and analytical support to assigned departments and organization
  • Determine and develop ideal solutions for change management, communication and training
  • Collaborate with marketing group to develop and implement customer product technical support help topics
  • Work with Verizon staff and Managers to develop and establish training and continued education of contact center agents on products and services
  • Ensure that all communications are directed to the appropriate parties in a timely manner to ensure project continuity
  • Review and respond to end user escalations, system, and business operation errors to provide accurate feedback and suggestions
  • Identified opportunities for process improvements across the organization.
  • Collaborated with cross-functional teams on projects related to analytics initiatives.
  • Implemented strategies for automating organizational processes.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Identified needs of customers promptly and efficiently.
  • Wrote and submitted reports on industry trends, prompting managers to develop business plans.
  • Maintained positive working relationship with fellow staff and management.

Supervisor of Customer Service Strategy & Operations

Comcast Cable
Alpharetta, GA
01.2001 - 12.2014
  • Manage executive escalation agents through coaching and development
  • Gather and analyze data in order to create processes that reduce escalations
  • Ensure that quality service is provided to our customers by monitoring calls
  • Liaison between the customer account executives, executive escalation agents and technical team
  • Analyze call volume to create schedules that meet the needs of the business
  • Design and develop change management, communication, and training solutions based on analysis of system and end user
  • Collaborate with various departments to develop and maintain processes and procedures and improve inefficiencies
  • Generate call center reports and document all implemented measures, processes, and changes
  • Responsible for the planning, development, implementation, and evaluation of the call center operation
  • Ensure that Management and Customer Care Specialist receive accurate feedback of daily and business performances

Education

Master of Science - Information Systems Management -

Keller Graduate School of Management

Master of Science - Project Management -

Keller Graduate School of Management

Bachelor of Science - Liberal Arts -

St. Francis College

Skills

  • Customer Service and Call Center Experience
  • Dynamic customer relation skills
  • Strong technical and analytical knowledge
  • Effective leadership and managerial skills
  • Motivate employees to achieve optimum performance
  • Strategic Planning
  • Customer Account Management
  • Client Relations
  • Revenue Growth
  • Sales management
  • CRM Software
  • Customer Advocacy
  • Research and due diligence
  • Customer Retention
  • Training and mentoring
  • Records Management
  • Proficient in Sales Force/Gainsight

Summaryhighlights

  • Customer Service and Call Center Experience
  • Dynamic customer relation skills
  • Strong technical and analytical knowledge
  • Effective leadership and managerial skills
  • Motivate employees to achieve optimum performance

Timeline

Customer Success Manager - Verizon Connect
09.2020 - Current
Sr. Analyst - Verizon Wireless
12.2019 - 09.2020
Customer Service Supervisor - Verizon Wireless
11.2018 - 12.2019
Analyst - Verizon Connect
01.2014 - 11.2018
Supervisor of Customer Service Strategy & Operations - Comcast Cable
01.2001 - 12.2014
Keller Graduate School of Management - Master of Science - Information Systems Management,
Keller Graduate School of Management - Master of Science - Project Management,
St. Francis College - Bachelor of Science - Liberal Arts,

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Faith Aikens