Jannetta Galloway
Lakeside,California
Summary
Sr. Customer Success Specialist with a background in providing exceptional guest / customer support. Skilled in communication, problem-solving, building a business model for success and maintaining positive relationships with customers. I have consistently demonstrated my ability to improve customer satisfaction and loyalty through attentive service and effective escalation resolution. I am committed to enhancing team performance by sharing knowledge and best practices in customer service operations. I have more than 10 years learning, evolving and mentoring as a Customer Experience enthusiast ready to join your team.
Overview
10
10
years of professional experience
Work History
Customer Success Specialist Pro
Sunrun Inc.
San Diego, CA
05.2022 - 08.2024
- Customer POC for all residential solar projects, offering personalized assistance and support, fostering a culture of care and empowerment.
- Proactive anticipation of customers' needs before they arise by understanding their solar journey. I was able to provide personal solutions to enhance their experience by using my skill set to offer a proactive approach, ensuring seamless service, and exclusive offerings.
- Navigated complexities with grace when faced with escalated issues or intricate queries.
- Offered timely resolutions and customer satisfaction, while leveraging my customer relationships to advocate for their concerns, while providing constructive feedback.
- Implemented my account management skillset to guide customers through their Solar experience by utilizing my negotiation and de-escalation expertise to turn negative /challenging situations into positive outcomes while maintaining customers trust and confidence
- Continuously looking for opportunities to enhance the customers experience by regularly reviewing projects and using creative methods to keep the solar process a seamless journey
- Inbound and outbound calls always making sure to listen actively,confirming the clarity of information and ensuring the customers questions about their energy needs/concerns were met
- Used best practices to uphold customers privacy as well as the companies policies demonstrate my commitment to maintaining trust, integrity and security in customer interactions
- Implemented strategies that increased customer retention rates by 15%.
- Created resources such as FAQ documents and user guides for customers.
- Provided technical assistance via phone, email, or chat support systems when needed.
- Responded promptly to all incoming inquiries from clients regarding product information or support requests.
- Continuously sought out ways to improve the overall customer experience.
- I Developed client relationships through proactive outreach, regular check-ins, and continued follow-up.
- Collaborated with internal teams such as sales, engineering, and marketing to develop customized solutions for customers' needs.
- Worked closely with sales team to ensure smooth transition from prospecting stage to post-sale engagement.
Luxury Home Manager
Hello Alfred
San Diego, CA
04.2019 - 01.2022
- Personally assist residents with basic household errands; such as picking up/dropping off laundry,collecting prescriptions, buying groceries, retail returns to various retail vendors, meeting repair or other vendors on behalf of clients
- Handle all requests for special occasions; purchasing special gifts, wine, and flowers.
- Perform a light tidy of the residents apartment suite (similar to a hotel type of reset), turn down bed, remove trash organize living space
- Meet with outside vendors and ensure work requests were completed satisfactorily.
- Acted as Relationship coordinator for the Building Management and my client to ensure a high level of personal service
- As a lead Manager I also coordinated special events and parties for clients as well as the Property Management for special occasions and holidays
- Maintained NDA for high profile clients as well as confidentiality of residents in accordance with state and federal requirements
- Responsible for managing Company credit card and all transactions for reporting to Accounting
- Planned, coordinated, and scheduled daily activities for residents and staff.
- Responded promptly to resident concerns or complaints regarding care, treatment, or services rendered.
- Supervised staff to ensure quality care was provided in accordance with regulations.
- Coordinated activities with other departments within the organization such as marketing or maintenance.
- Trained staff on proper infection control procedures and policies in order to protect residents from potential harm.
- Interacted with outside vendors providing goods or services related to the facility's operation.
- Implemented strategies designed to improve customer satisfaction ratings from surveys conducted by external agencies.
Guest Experience Manager
Porsche of San Diego
San Diego, CA - California
05.2014 - 04.2019
- Developed and implemented customer service policies and procedures to ensure superior guest experience.
- Collaborated with other departments to resolve guest issues quickly and efficiently.
- Analyzed customer data to determine trends and opportunities for improved customer satisfaction.
- Responded promptly to all inquiries from guests regarding products or services offered by the company.
- Implemented strategies aimed at enhancing the overall quality of customer service provided by staff members.
- Reviewed weekly reports on customer feedback received through various channels such as social media, emails.
- Developed strategic partnerships with local businesses in order to provide added value for customers.
- Responded to guests, including email, telephone, and in-person inquiries.
- Resolved guest challenges and complaints by applying resourceful and actionable solutions.
- Greeted arriving guests to provide assistance and facilitate check-ins.
- Maintained guest satisfaction and loyalty demonstrated through multiple online reviews.
- Managed Porsche Boutique and Coffee/Entertainment Bar and Guest Services area.
- Attended multiple training opportunities at PNA as well as Disney University Customer Excellence training
Education
Associate of Arts - Psychology
San Diego City College
Associate of Arts - Small Business Administration and Management
Santa Barbara City College
High School Diploma -
Crawford High School
Skills
- CRM Software
- Complaint resolution
- Inbound and Outbound Calling
- Report Generation
- Paperwork Processing
- Data Entry
- Appointment Scheduling
- Call Management
- Credit card payment processing
- Scheduling
- Information Security
- Escalation management
- Office equipment proficiency
- Building rapport
- Payment Processing
- Documentation
- Executive management support
- Stock management
- Tactful and diplomatic
- Business development understanding
- Process Optimization
- Microsoft Office expertise
- Calendaring
- Critical Thinking
- Conflict Resolution
- 10-Key
- Professional telephone demeanor
- Coordination
- High-energy attitude
- Follow-up skills
- Customer Service
- Microsoft Excel
- Salesforce
- Project management abilities
- Grammar
- Microsoft Outlook
- Microsoft Office Suite
- De-Escalation Techniques
- Customer onboarding
- Task prioritization
- Call center procedures
- Multi-line telephone operations
- Service upselling
- Staff training
- Retail store support
- Slack communication
- Team building
- Good Telephone Etiquette
Timeline
Customer Success Specialist Pro
Sunrun Inc.
05.2022 - 08.2024
Luxury Home Manager
Hello Alfred
04.2019 - 01.2022
Guest Experience Manager
Porsche of San Diego
05.2014 - 04.2019
Associate of Arts - Psychology
San Diego City College
Associate of Arts - Small Business Administration and Management
Santa Barbara City College
High School Diploma -
Crawford High School
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