Summary
Overview
Work History
Education
Skills
Timeline
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Jacqui Potter

Chicago,IL

Summary

Customer Success and Client Onboarding Specialist with 7+ years of experience driving customer satisfaction, retention, and operational efficiency across healthcare, wellness, and SaaS industries. Proven ability to manage complex onboarding processes, deliver tailored training, and serve as a reliable point of contact for diverse client portfolios. Adept at resolving client concerns with empathy, ensuring data accuracy, and collaborating cross-functionally to optimize workflows. Known for building long-term relationships that drive growth and enhance the customer journey.

Overview

8
8
years of professional experience

Work History

Customer Success Coordinator

NORTHWESTERN PLASTIC SURGERY AND MED SPA
09.2021 - Current
  • Serve as a trusted point of contact for high-volume patient communication, managing complex surgical and med spa scheduling in Epic, while delivering a personalized and efficient experience.
  • Own end-to-end resolution of patient concerns by identifying root causes, collaborating with internal teams, and ensuring an empathetic, timely follow-up to drive satisfaction.
  • Cultivate and maintain strong relationships with medical vendors, coordinating product knowledge meetings and aligning offerings with patient needs and business goals.
  • Strategically manage and optimize provider calendars to minimize scheduling conflicts and ensure smooth clinical operations across multiple service lines.

Client Onboarding and Support Specialist

MODERN HEALTH
07.2019 - 09.2021
  • Onboarded new clients by collecting personal and account information, entering data with a high level of accuracy, and ensuring a smooth start-to-finish onboarding experience.
  • Led personalized training sessions and product walkthrough to educate clients on tools, features, and best practices tailored to their needs.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Managed a dedicated book of clients, serving as their primary point of contact for support, ongoing questions, and service-related concerns.

Member Onboarding Specialist

EAST BANK CLUB
04.2017 - 07.2019
  • Conducted personalized tours of the club, effectively introducing prospective members to amenities and services while conveying the club's mission and values.
  • Facilitated the onboarding process by reviewing applications, confirming eligibility, and guiding new members through club rules, policies, and expectations.
  • Initiated outreach to members regarding account issues, feedback, or concerns, resolving matters with professionalism and a service-first approach.
  • Strengthened member engagement by serving as a welcoming, knowledgeable resource, resulting in improved satisfaction and long-term retention.

Education

BFA - Fashion Design

Art Institute of Pittsburgh
01.2019

Skills

  • Client Onboarding & Implementation
  • Patient Experience & Engagement
  • SaaS Platform Navigation (Epic, Zendesk, Salesforce, etc)
  • Personalized Client Training & Enablement
  • Data Entry & Accuracy (HIPAA-compliant, Secure Systems)
  • Performance Metrics Tracking & Reporting
  • Customer Issue Resolution & Escalation
  • Client Retention & Loyalty Strategies
  • Management
  • Cross-Functional Team Collaboration
  • Calendar & Workflow Optimization
  • Voice of Customer (VoC) Analysis
  • Key Account Relationship Management
  • Product Knowledge Coordination with Vendors

Timeline

Customer Success Coordinator

NORTHWESTERN PLASTIC SURGERY AND MED SPA
09.2021 - Current

Client Onboarding and Support Specialist

MODERN HEALTH
07.2019 - 09.2021

Member Onboarding Specialist

EAST BANK CLUB
04.2017 - 07.2019

BFA - Fashion Design

Art Institute of Pittsburgh

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