Summary
Overview
Work History
Education
Skills
Timeline
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Florence Louissaint

Sparta,NJ

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring, and morale-building techniques to maximize employee engagement and performance.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

10
10
years of professional experience

Work History

Customer Success Manager

Shockwave Medical Inc.
01.2022 - Current
  • Communicate with Shockwave customers and sales/clinical representatives over phone and email.
  • Define and measure KPIs for Customer Success related processes.
  • Deliver accurate and timely sales data reports to the organization upon request.
  • Manage escalation process.
  • Assist with training of Customer Service Representatives across the United States and internationally.
  • Maintain, create, and refine Customer Success procedures, policies, and standards.
  • Recruit, mentor, and develop Customer Success Associates and create a workplace environment where they can excel through encouragement and empowerment.
  • Work cross-functionally with the finance, sales, marketing, and operations teams as needed on projects relevant to the success of Shockwave customers.

NER Customer Service Director / Account Manager

US Foods
11.2018 - 03.2022
  • Manage, plan, and direct the daily activities of the distribution center's National Customer Service Representatives and monitor and assess their individual performance against key performance indicators, ensuring timely, accurate responses to Account Executives or Managers and customers.
  • Manage all aspects of the division's Customer Service Representatives' function in support of National Sales, including achieving objectives and executing initiatives that ensure consistent customer service and satisfaction.
  • Resolve escalated issues with orders, delivery dates, service, and/or any other concerns that may arise.
  • Managed all escalated calls and negotiated directly with customers and/or third parties to ensure both customer and business needs were met.
  • Coordinated with other departments to ensure customer orders were fulfilled in a timely manner.
  • Implemented strategies that improved communication between departments, resulting in better collaboration on projects.
  • Tracked performance metrics such as call volume, average wait time. Using specialized software tools.

Customer Care Supervisor

Integra Life Sciences
08.2015 - 01.2018
  • Ensure prompt, effective management of the order fulfillment process for their division (including but not limited to order entry, order acknowledgment, pricing verification, expediting and schedule change notification)
  • Ensure management goals of order performance, budget compliance, quality, and ERP usages are met.
  • Interact with sales personnel to ensure effective communication with customers.
  • Proactively work with the distribution teams to ensure order shipment meets all customer needs.
  • Ensure that all personnel are trained properly.
  • Be a customer contact and customer advocate for resolving service support issues.
  • Managed all escalations from inbound calls, email, & chat messages.
  • Managed a team of Customer Service Representatives across the United States and internationally.

Education

MBA - Human Resources Management

Keller University
Chicago, IL
11.2022

Skills

  • Client relationship management
  • Customer insights analysis
  • Performance Metrics and Dashboarding
  • Problem Resolution and Escalation
  • Process Improvement and Implementation
  • Strategic Planning and Product Utilization
  • Experienced in Salesforce and Oracle
  • Employee onboarding support
  • Decision-making
  • Problem-solving
  • Technical proficiency
  • Process improvement
  • Negotiation and conflict resolution
  • Onboarding and orientation
  • Customer relationship management
  • Cross-functional coordination

Timeline

Customer Success Manager

Shockwave Medical Inc.
01.2022 - Current

NER Customer Service Director / Account Manager

US Foods
11.2018 - 03.2022

Customer Care Supervisor

Integra Life Sciences
08.2015 - 01.2018

MBA - Human Resources Management

Keller University

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