Felicia Moncure
Houston,TX
Summary
Accomplished Senior Customer Success Manager at GE Appliances, A Haier, with a proven track record in enhancing customer satisfaction and retention through strategic planning and relationship management. Leveraged Salesforce proficiency to achieve a significant increase in upsell opportunities, demonstrating exceptional data-driven decision-making and customer advocacy skills. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
24
24
years of professional experience
Work History
Senior Customer Success Manager
GE Appliances, A Haier
02.2021 - Current
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
- Streamlined internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Improved internal knowledge-sharing capabilities through collaboration tools implementation.
- Increased customer engagement by designing targeted outreach campaigns tailored to individual user profiles.
Sales Associate
BCBG Max Azria Group
01.2016 - 01.2021
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Administrative Coordinator
OptumHealth
01.2008 - 01.2016
- Streamlined office operations by implementing efficient administrative processes and procedures.
- Enhanced communication between departments with timely and accurate preparation of reports and documents.
- Reduced expenses by monitoring budgets, tracking expenditures, and identifying cost-saving opportunities.
- Improved customer satisfaction through prompt and professional handling of inquiries and concerns.
- Managed calendars, scheduled appointments, and coordinated travel arrangements for senior staff members.
- Increased team productivity with effective delegation of tasks and prioritization of responsibilities.
- Assisted in the recruitment process by screening resumes, scheduling interviews, and facilitating onboarding activities for new hires.
- Collaborated with cross-functional teams to achieve project objectives within tight timelines.
- Prepared high-quality presentations that effectively conveyed complex information in an easily digestible format for stakeholders.
- Provided exceptional administrative support to executive staff members through meticulous organization skills and attention to detail.
- Implemented innovative solutions to overcome common workflow challenges faced by the administrative team.
- Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
- Assisted management with special projects to complete all tasks by deadlines.
Medical Records Clerk
University Of MS Medical Center
09.2003 - 12.2007
- Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
- Maintained patient confidence by keeping patient records information confidential.
- Responded to patient inquiries to provide information and details of medical records.
- Supported medical staff by providing organized and accurate medical records.
- Developed and maintained organized filing system for medical records to adhere to HIPAA regulations.
Customer Service Representative
SkyTel Communications
07.2000 - 08.2003
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Associate of Arts - Fashion Retail Management
The Art Institute of Houston
Houston, TX12.2015
Bachelor of Science - Health Sciences
Alcorn State University
Lorman, MS05.2000
Skills
- Data-driven decision-making
- Customer Advocacy
- Relationship Management
- Upselling strategies
- Customer Satisfaction
- Strategic communications
- Salesforce proficiency
- Customer Retention
- Customer Service
- Customer Relationship Building
- Records Management
- Client service optimization
- Strategic Planning
Timeline
Senior Customer Success Manager
GE Appliances, A Haier
02.2021 - Current
Sales Associate
BCBG Max Azria Group
01.2016 - 01.2021
Administrative Coordinator
OptumHealth
01.2008 - 01.2016
Medical Records Clerk
University Of MS Medical Center
09.2003 - 12.2007
Customer Service Representative
SkyTel Communications
07.2000 - 08.2003
Associate of Arts - Fashion Retail Management
The Art Institute of Houston
Bachelor of Science - Health Sciences
Alcorn State University
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