Jamel Humes
Atlanta,GA
Summary
Aspiring customer success manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.
Overview
8
8
years of professional experience
Work History
Customer Success Specialist
APPVault
05.2018 - Current
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Analyze customer service trends to discover areas of opportunity and provide feedback to management.
- Write and present monthly client media plans and product upsells
- Route correct internal resources to address product and functionality related questions from customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Develop and share best practices with team members to promote a culture of continuous improvement, and high quality work for customer growth and satisfaction.
- Monitor metrics and develop actionable insights to improve efficiency and performance.
- Conduct training and mentor team members to promote productivity, accuracy, and commitment to friendly service.
- Create customer support strategies to increase customer retention enrollment from 13% to 88% in 2 years
- Generate monthly reports and communicate results to stakeholders to provide insights into customer success.
- Engaged with customers over phone, asked questions and offered business solutions
Customer Success Advisor
IVision
07.2015 - 05.2018
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics for 100 companies
- Collaborated with 25 sales and product teams to address customer success objectives.
- Curated relationships with integral customer stakeholders and decision makers while collaborating to promote secure customer renewals
- Launched 8 quality assurance practices for each phase of development
- Identified issues, analyzed information and provided solutions to problems
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations
Education
Master of Arts -
The University of Alabama
Tuscaloosa, AL05.2015
Bachelor of Science -
The University of Alabama
Tuscaloosa, AL05.2014
Skills
- Customer Relationship Management
- Account Management
- Business Development
- Consultative Selling Techniques
- Contact Management Systems
- Continuous Quality Improvement (CQI)
- Key Account Development
- Salesforce CRM Experience
- Customer Retention
- Collaborative Environments
- Report Analysis
- Strategic Planning Management
Timeline
Customer Success Specialist
APPVault
05.2018 - Current
Customer Success Advisor
IVision
07.2015 - 05.2018
Master of Arts -
The University of Alabama
Bachelor of Science -
The University of Alabama
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