Summary
Overview
Work History
Education
Accomplishments
Certification
Timeline
Generic

Hannah File

Indianapolis,IN

Summary

As a fulfillment account manager, I have a proven track record of success in managing small to medium-business operations and delivering exceptional customer service. With a keen eye for detail and a passion for improvement, I am adept at analyzing data to identify areas of improvement. Exceptional communication enables me to effectively work cross-functionally and build strong, collaborative relationships with merchants, ensuring complete satisfaction and retention.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Client Engagement Manager

Flexport
06.2023 - Current
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
  • Educated clients on new products or services to increase customer engagement with brand.
  • Facilitated client satisfaction and renewed customer relations to drive growth.
  • Monitored and analyzed customer feedback to identify opportunities for improvement.
  • Developed and implemented strategies to increase client retention.

Logistics Success Manager

Shopify, Shopify Logistics
06.2021 - 06.2023
  • Engaged in long-term strategic discussions with book of business.
  • Working with 60+ small to medium size business accounts on engaged segment of account management
  • Identifying areas of improvement, including implementing new Shopify logistics features and utilizing Shopify solutions
  • Identify and mitigate potential churn by analyzing customer behavior and proactively addressing issues with practical solutions.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Upsell and cross-sell product features and services.
  • Conduct quarterly business reviews to provide strategic recommendations to improve long-term storage management, optimizing your 3PL relationship.
  • Works cross-functionally to support merchants' needs and related work areas.
  • Collecting product feedback through Salesforce for improved product adoption.
  • Generated reports and communicated results to stakeholders to provide insights into customer success.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Customer Success Specialist

Flowspace
04.2021 - 06.2021
  • Evaluate customer and warehouse account information to assess current issues and determine potential solutions
  • Inform customers about billing procedures, process payments, and troubleshoot any billing discrepancies
  • De-escalate customer and warehouse concerns
  • Trained a group of new hires as the customer success trainer
  • Clarified customer issues and determine root cause of problems to resolve product or service complaints.
  • Handled customer inquiries and suggestions courteously and professionally.

Customer Success Coordinator

Flowspace
08.2020 - 04.2021
  • Work with merchants and build relationships to ensure their satisfaction with Flowspace services
  • Inventory management and discrepancy investigations
  • Communicate with warehouse partners to ensure customer orders leave on time and accurately
  • Troubleshoot and provide training for warehouses and customers on the Flowspace platform (Shopify and Amazon integrations)
  • Complete all tasks assigned through Zendesk within the KPIs established by management
  • 100 % CSAT Rating for Q1 2020

Experience Manager

Parachute Home
12.2019 - 03.2020
  • Motivated employees through special events and incentive programs.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Developed and maintained successful relationships with vendors, suppliers and contractors.
  • Controlled finances to lower costs and keep business operating within budget.
  • Managed compliance to keep organization operating within legal and regulatory guidelines.

People Operations Coordinator

Parachute Home
09.2018 - 12.2019
  • Created a new onboarding orientation plan.
  • Coordinated weekly, monthly, and annual culture-related internal events
  • Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset. (Lessonly)
  • Improved office efficiency by effectively managing internal communications and correspondence.
  • Conducted performance reviews and provided feedback to managers on employee performance.

Education

Bachelor of Applied Science -

Ball State University
Muncie, IN
06.2016

Accomplishments

Shopify, Sales Summit - Top Account Success Manager of 2022

Certification

Challenger Sales Fundamental Training

Timeline

Client Engagement Manager

Flexport
06.2023 - Current

Logistics Success Manager

Shopify, Shopify Logistics
06.2021 - 06.2023

Customer Success Specialist

Flowspace
04.2021 - 06.2021

Customer Success Coordinator

Flowspace
08.2020 - 04.2021

Experience Manager

Parachute Home
12.2019 - 03.2020

People Operations Coordinator

Parachute Home
09.2018 - 12.2019

Bachelor of Applied Science -

Ball State University

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Hannah File