Holly Frazier
Washington Terrace,UT
Summary
Accomplished client success manager championed in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges, with exceptional marketing skills and property sales background. Enthusiastic professional with drive and determination to succeed in new business development. Excellent communicator skilled at relating with people at all levels and offering flexibility of working well on teams or individually. Strong sales record with highly goal-oriented nature and proficiency in meeting and exceeding established metrics and objectives related to training, selling, education and client relations.
Overview
13
13
years of professional experience
Work History
Full Time Realtor
Equity Real Estate
Northern Utah
2022.06 - Current
- Meticulously review/explain legal documents, notices, and forms to clients
- Managed 3.5mm in sales in 2023 while ensuring compliance with contract deadlines
- Skillfully negotiate and professionally present offers
- Effectively market properties to qualified buyers
- Advise sellers on disclosure law related to material defects in a property
- Providing valuable advice to clients regarding potential legal pitfalls
- Managing showing appointments and ensuring property security
- Skillfully handling multiple offers on behalf of clients
- Market analysis, problem-solving, and handling objections
- Professional conversations with clients, lenders, title representatives, inspectors, home warranty companies, city officials, and attorneys
- Lead generation and identify potential risks
- Created compelling listing presentations that showcased properties' unique features while highlighting their potential value to prospective buyers
- Educated clients looking to sell or buy on current market conditions, legal requirements, pricing, and mortgages.
Client Success Manager/Client Onboarding Manager
Ignite Spot Accounting
Kaysville, UT
2017.01 - 2022.06
- Fostered and developed relationships for all clients to ensure support and onboarding for services, provided clear team/client communication, and maintained client contract agreements to drive engagement, retention, and growth
- Coached and collaborated daily with management, accountants, sales team, tax team, and CFO to ensure partnerships were handled at a professional level while utilizing KPIs and NPS for enrichment
- Daily conflict resolution, sharing client feedback to tailor team training, process revision, and follow-up to ensure goals were met
- Created and specialized in client onboarding processes and controlled all areas of client management and maintained role as client success manager as well for 150+ accounts book of business
- Created playbooks, identified obstacles so team and clients could stay ahead of risks, discussed milestones and onboarding steps to new clients to lead them through the process
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards
- Generated reports and communicated results to stakeholders to provide insights into customer success
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Managed a diverse portfolio of clients, ensuring timely delivery of products and services to meet their unique needs
- Resolved escalated issues promptly by liaising with relevant departments while keeping affected clients informed throughout the resolution process
- Launched quality assurance practices for each phase of development
- Established a reputation for excellence in customer service, resulting in increased client referrals and expansion of business opportunities
- Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts
- Conducted periodic user training sessions to support customer understanding and product feature utilization
- Planned, articulated and executed client development strategies
- Evaluated customer problems, implemented resolutions, and followed up with clients to manage additional problems and maintain satisfaction
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics
- Provided exceptional support during product launches, ensuring seamless integration into clients' existing operations
- Defined clear targets and objectives and communicated to other team members
- Mentored junior team members in best practices for managing complex accounts and exceeding client expectations
- Contributed to design and implementation of product updates and service transformations based on feedback from customers and frontline knowledge.
Full Time Realtor
Greystone Real Estate
Salt Lake City, UT
2015.03 - 2016.10
- Skills listed above, same as current role
- Educated clients on changing or updating properties, buying, and selling techniques and processes to maintain curb appeal
- Maintained connections with clients to encourage repeat business and referrals
- Reviewed and executed confidential documents, contracts and disclosures
- Liaised between buyers and sellers to establish favorable prices and negotiate contract terms
- Contributed to the success of the real estate agency by consistently meeting or exceeding sales targets
- Marketed and sold property for clients by hosting open houses and advertising online and in print
- Assisted clients in navigating complex financial transactions, ensuring a smooth process from start to end.
Client Advocate/Customer Service Team
Myriad Genetics
Salt Lake City, UT
2010.10 - 2014.08
- Triaged 100 charts daily to delegate to team members for needs assessments to identify key areas of service for patient genetic testing
- Managed escalated cases effectively by working closely with other teams and departments, leading to successful resolutions and satisfied clients
- Enhanced client satisfaction by addressing concerns and providing timely solutions
- Educated clients on available resources, guiding them through processes to achieve desired outcomes more efficiently
- Developed and maintained accurate records of programs and services.
Education
License -
Stringham
Nursing Certification -
WSU and DATC
Diploma -
Davis High
Skills
- Project/Account Management
- Data analysis
- Communication
- Coaching/Consultant
- Operating efficiencies
- Conflict Resolution
- Staff Management
- Real estate law understanding
- Client management
- Referral Coordination
- Contract Preparation
- Market monitoring
- Contract Negotiation
Timeline
Full Time Realtor
Equity Real Estate
2022.06 - Current
Client Success Manager/Client Onboarding Manager
Ignite Spot Accounting
2017.01 - 2022.06
Full Time Realtor
Greystone Real Estate
2015.03 - 2016.10
Client Advocate/Customer Service Team
Myriad Genetics
2010.10 - 2014.08
License -
Stringham
Nursing Certification -
WSU and DATC
Diploma -
Davis High
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