Farida So
Brooklyn,United States
Summary
Client-focused professional with experience in account management and client success. Proven ability to build and maintain strong client relationships, manage seamless onboarding, and deliver data-driven strategies to drive customer retention and satisfaction. Adept at handling high-pressure situations, resolving client issues.
Overview
8
8
years of professional experience
Work History
Client success manager
AIRE spa and wellness
Brooklyn
05.2022 - Current
- Serve as the primary contact for a portfolio of high-profile client accounts, ensuring satisfaction, and retention
- Successfully onboard new clients by delivering comprehensive training and streamlining adoption of services
- Conduct quarterly performance reviews with decision-makers, analyzing and recommending strategies to maximize service utilization
- Proactively identify client needs and mitigate risks through strategic relationship management, increasing retention
- Provide Tier 2 support for client inquiries and issues, maintaining resolution within SLA timelines
- Collaborate with internal teams to implement process improvements
Guest relations specialist
The standard hotel
Manhattan
01.2019 - 05.2022
- Acted as the primary point of contact for high-profile guests, ensuring seamless communication and issue resolution
- Coordinated onboarding for long-term stay clients, personalizing their experiences to align with their preferences
- Built and maintained strong relationships with guests, achieving a retention rate for repeat clients
- Prepared and presented guest feedback analysis to management, recommending service improvements that boosted guest satisfaction
- Assisted with the implementation of new booking systems, training team members to ensure adoption
Manager
Mai Hair Salon
Dayton
05.2017 - 12.2018
- Led employee hiring, conflict resolution, and scheduling, ensuring a smooth operation
- Improved customer satisfaction through enhanced service quality and personalized interactions
- Mentored team members to drive system improvements and maximize team performance
Education
Bachelor - Information Technology Management
Western Governors University
Salt Lake City, UT02-2026
Skills
- Communication Skills
- Computer Skills
- Adaptability
- Data Analysis
- Customer Service
- Client success
- Problem solving
- Conflict resolving
- Excel
- PowerPoint
- CRM software
- Relationship management
Timeline
Client success manager
AIRE spa and wellness
05.2022 - Current
Guest relations specialist
The standard hotel
01.2019 - 05.2022
Manager
Mai Hair Salon
05.2017 - 12.2018
Bachelor - Information Technology Management
Western Governors University
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