Grace Kirwin

As a Customer Success Manager I was responsible for building and maintaining strong relationships with our clients at Hearth. I served as the primary point of contact for customers, ensuring they receive exceptional service and maximize the value from our products or services. The role involves understanding customer needs, providing proactive support, and driving customer satisfaction and retention.

• Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
• Delivered exceptional customer support by addressing concerns promptly, maintaining clear lines of communication throughout each project''s duration.
• Created customer support strategies to increase customer retention.
• Coordinated trainings for new team members, overseeing onboarding details.
• Reduced training time by streamlining onboarding processes and materials.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business, while keeping a 5 CSAT rating at my time at Qwick delivering exceptional customer service.
• Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

• Produced monthly reports using advanced Excel spreadsheet functions.
• Used statistical methods to analyze data and generate useful business reports.
• Improved decision-making processes with accurate data analysis and visualization techniques.
• Utilized data visualization tools to effectively communicate business insights.