Customer Success & Client Experience
Heather Torres
Bel Air,MD
Summary
Experienced professional with a proven track record across a wide range of industries. Skilled in operations, strategy, and onboarding, with exceptional interpersonal, analytical, and problem-solving abilities to provide expert guidance that improves business performance. Professional in Customer Success with robust experience driving client satisfaction, retention, and engagement. Adept at building strong relationships, delivering tailored solutions, and utilizing proactive strategies to address customer needs. Known for reliability, effective communication, strategic thinking, and collaborative team focus, consistently achieving results. Experienced with customer relationship management and applying best practices for optimal customer success.
Overview
16
16
years of professional experience
Work History
Consultant- Sales Operations & Enablement
Verizon Wireless
05.2019 - 12.2023
- Assisted in the onboarding of new clients, facilitating smooth transitions and building strong foundations.
- Integrated with teams across Sales, Finance and Risk Assessment to effectively manage multiple projects through all stages of the sales cycle prioritizing as needed to ensure timely completion of all milestones.
- Spearheaded cross-functional collaborations with internal teams to successfully implement best practices to optimize clients' organizational performance, leading to improved operational efficiency.
- Delegated and audited implementation of updated pricing structures following contract renewals.
- Scheduled and conducted client meetings to evaluate and uncover needs and expectations, strategically identifying upsell opportunities when suitable, establishing clear goals for each interaction.
- Engaged in detailed data analysis to identify trends, tackle business obstacles, and make informed decision-making.
- Delivered outstanding service to clients, fostering relationships for ongoing business growth.
IOT Sr Analyst
Verizon Wireless
11.2016 - 05.2019
- Honored with 2018 Winners Circle award for exceptional performance among top 10% performers.
- Awarded 2017 TJ Fox's Challenge Coin, recognizing greater excellence under highly complex situations.
- Partnered with internal sales team serving as the primary liaison for highly complex IOT partners overseeing multiple projects and maintaining robust internal and external partnerships.
- Conducted comprehensive preparation and analysis of Quarterly Business Reports, incorporating key data on performance metrics, milestones achieved, and potential growth areas for presentation.
- Investigated system issues and implemented resolutions to reduce downtime.
- Successfully executed implementation of updated pricing structures following contract renewals.
- Facilitated weekly reoccurring meetings with key stakeholders, to delegate clearly defined action items while ensuring prioritized completion to elevate user experiences.
Account Liaison
Verizon Wireless
03.2014 - 11.2016
- Awarded the 2015 Peak Award for outstanding customer experience.
- Partnered directly with Sales to successfully manage large enterprise accounts as the sole point of contact to facilitate implementation of account changes, provide reports and complete audits ensuring satisfaction.
- Delivered detailed demonstration of Self-Serve portal to drive increase in utilization by 10%.
- Produced weekly performance reports to inform decision making.
- Developed and deepened customer relationships to drive satisfaction and sales.
Business & Government Coordinator
Verizon Wireless
01.2012 - 03.2014
- Achieved and sustained Net Promoter Score exceeding 90%, reflecting exceptional customer service.
- Handled over 40 inbound business calls daily, focused on in-depth product knowledge and people skills.
- Maintained knowledge of new developments within department.
- Provided excellent customer service by addressing concerns promptly and professionally.
Sr Customer Service Representative
Verizon Wireless
11.2007 - 01.2012
- Managed inbound consumer customer calls daily, enhancing customer satisfaction by promptly addressing and resolving complex inquiries and complaints with a track record first call resolution.
- Contributed to customer feedback follow-up calls post Net Performer Score surveys.
- Aided in training and development of new employees on call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
Education
Associate of Applied Science - Business Management
Harford Community College
Bel Air, MDAssociate of Arts - Communication Studies
Harford Community College
Bel Air, MD01.2020
Skills
- Client Relationships
- Communication
- Presentations
- Forecasting and Reporting
- Organization & Time Management
- Project Management & Implementation
- Attention to Detail
- Problem-Solving
- Analysis & Evaluation
- MS Office
- SQL
- Salesforce
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementCompany CultureWork-life balanceInterests
Account Management & Relationship Building
Travel & Exploring New Cultures
Community Engagement / Volunteering
Time with Friends & Family
Quote
The purpose of life is to contribute in some way to making things better.
– Robert F. Kennedy
Languages
English
Native or Bilingual
Accomplishments
- Collaborated with a team of five to revamp the Assumption of Liability process.
- Maintained 90% + by consistently delivering exceptional customer support and proactive relationship management.
- Identified and resolved API activation issues by implementing corrections and conducting validation testing.
- Led the creation of a process and tracking system to manage workflow gaps and improve team accountability.
- Recognized with Verizon Business Markets Winners Circle Award (top 10% of performers) and Challenge Coin from SVP for excellence in managing complex sales situations.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Consultant- Sales Operations & Enablement
Verizon Wireless
05.2019 - 12.2023
IOT Sr Analyst
Verizon Wireless
11.2016 - 05.2019
Account Liaison
Verizon Wireless
03.2014 - 11.2016
Business & Government Coordinator
Verizon Wireless
01.2012 - 03.2014
Sr Customer Service Representative
Verizon Wireless
11.2007 - 01.2012
Associate of Applied Science - Business Management
Harford Community College
Associate of Arts - Communication Studies
Harford Community College