Summary
Overview
Work History
Education
Skills
Technical Proficiencies
Timeline
Generic

Heaven Horton

Los Angeles,CA

Summary

Customer Success professional with 5+ years of experience in client relationship management, onboarding, and technical support across virtual industries. Proven track record of reducing churn, resolving complex issues, and collaborating cross-functionally to drive customer retention and satisfaction. Seeking to deliver proactive support and long-term client value as a Customer Success Manager.

Overview

8
8
years of professional experience

Work History

Passport Specialist Supervisor IV

CGI Federal Contractor
07.2024 - Current
  • Led onboarding and training programs for new hires, accelerating ramp-up time by 30%.
  • Acted as primary liaison between customer support and leadership, streamlining internal communications.
  • Resolved complex, escalated customer cases, applying structured troubleshooting and empathy.
  • Supported internal systems and tech tools, reducing operational downtime through proactive technical assistance.

Operations Specialist

Found Hotels
11.2020 - 05.2024
  • Designed staff onboarding on digital inventory and POS systems, improving process adoption rates.
  • Built and maintained CRM-style tracking systems for clients and vendor communications.
  • Co-developed the hotel’s guest communication voice and internal knowledge base.
  • Supported launch of hotel operations with a focus on process optimization and interdepartmental coordination.

Customer Success Manager

American Apparel
08.2017 - 03.2020
  • Served as primary contact for B2B wholesale clients, managing onboarding, product education, and ongoing support.
  • Resolved high-volume user-reported issues using CRM and helpdesk tools, maintaining a CSAT rating of 92%.
  • Identified trends in customer feedback, recommending changes that reduced support ticket volume by 15%.
  • Collaborated with production, design, and logistics teams to ensure fulfillment accuracy and delivery timelines.

Education

Bachelor Of Communications -

Howard University
Washington, DC
05.2016

Skills

    Customer Onboarding

    B2B/B2C Support

    Client Retention

    Account Management

    CRM Systems

    Cross-functional Collaboration

    Issue Resolution

    Project Kickoffs

    Virtual Communication

    API Familiarity

    Self-Starter

    Remote Work Ready

Technical Proficiencies

Salesforce • Zendesk • Asana • Zapier • Slack • Zoom • Microsoft 365 • Google Workspace • POS Systems • TEAMS • API Tools

Timeline

Passport Specialist Supervisor IV

CGI Federal Contractor
07.2024 - Current

Operations Specialist

Found Hotels
11.2020 - 05.2024

Customer Success Manager

American Apparel
08.2017 - 03.2020

Bachelor Of Communications -

Howard University

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