Dynamic Customer Success Manager with 7+ years of experience in fostering client relationships, enhancing customer satisfaction, and driving revenue growth. Adept at understanding and addressing customer needs, ensuring seamless onboarding, and providing continuous support. Eager to bring my proven track record to a forward-thinking organization where I can further elevate customer experiences. Encouraging 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.
Hi, I’m
Jasmine Harris
Detroit,MI
Summary
Overview
12
years of professional experience
1
Certification
Work History
Curana Health
Shared Services Coordinator
2023.10
Job overview
- Initiate, process, and monitor authorizations for healthcare services required by senior citizens in nursing facilities
- Ensure compliance with regulatory requirements and internal policies throughout the authorization lifecycle
- Communicate effectively with healthcare providers, nursing facility staff, and internal teams to gather necessary information for authorization requests
- Collaborate with medical professionals to understand and assess the healthcare needs of senior members
- Maintain accurate and up-to-date records of all authorization requests, approvals, and denials
- Prepare comprehensive reports on authorization activities, ensuring transparency and accountability
- Serve as an advocate for senior members, addressing their concerns and ensuring that their healthcare needs are met promptly
- Educate members on the authorization process, guiding them through the necessary steps and providing support as needed
- Conduct regular reviews of authorization processes to identify areas for improvement and implement necessary changes
- Collaborate with quality assurance teams to uphold and enhance the overall quality of member services
- Provide training to internal teams and external partners on the authorization process, ensuring a comprehensive understanding of protocols and requirements
- Investigate and resolve issues related to authorization discrepancies, working closely with relevant departments to address challenges in a timely manner
- Actively participate in ongoing process improvement initiatives to enhance the efficiency and effectiveness of the authorization workflow.
- Supported cross-functional teams with coordination of shared resources, improving overall productivity
Amazon LLC
Senior Customer Success Manager
2016.09 - 2023.08 (6 education.years_Label & 11 education.months_Label)
Job overview
- Managed and nurtured relationships with key enterprise clients, ensuring consistent satisfaction and retention
- Collaborated with diverse teams to pinpoint customer needs, leading to a 30% surge in upsell opportunities
- Orchestrated business reviews, showcasing performance metrics, pinpointing growth areas, and offering actionable strategies
- Slashed customer churn by 20% via proactive engagement and swift issue resolution
- Spearheaded onboarding and training for new clients, achieving a stellar 95% retention rate
- Championed customer feedback within the company, influencing product and engineering enhancements.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts
ANC Financial LLC
Customer Success Specialist
2011.12 - 2016.10 (4 education.years_Label & 10 education.months_Label)
Job overview
- Successfully applied customer success methodologies to a financial setting, tailoring strategies to the unique needs and challenges of financial clients
- Seamlessly onboarded over 50 financial clients, ensuring they comprehended intricate financial products and services, laying the foundation for long-term, trust-based relationships
- Addressed complex financial inquiries and concerns with a 98% satisfaction rate, consistently exceeding customer expectations
- Led financial webinars and crafted educational content tailored to the financial sector, empowering clients to make informed decisions
- Partnered with sales to uncover and capitalize on expansion opportunities within the financial sector, driving substantial expansion revenue
- Developed and implemented retention strategies tailored for financial clients, bolstering customer loyalty
- Nurtured strong relationships with financial clients, turning them into brand advocates who provided valuable referrals and references.
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs
Education
University of Maryland Global CampusCollege Park, MD
Bachelor of Computer Science
05.2019
University Overview
Skills
- Expertise in Customer Relationship Management and Onboarding
- Proficient in Account Management and Upselling Techniques
- Strong Problem-solving and Conflict Resolution Abilities
- Deep Product Knowledge with a Focus on SaaS Solutions
- Stellar Communication and Team Collaboration Skills
- Proficient in Data Analysis and Reporting
- Process Documentation
- Technical Proficiency
- Quality Assurance
- Strategic Planning
- Organizational Skills
- Problem Solving
- Team Leadership
- Project Management
- Client Relationship Management
- Adaptability and Flexibility
- Conflict Resolution
- Cross-functional Collaboration
- Proficient in Microsoft Suite
- Client Relations
- Customer Account Management
Certification
- Customer Success Manager Certification (CSMC) - Udacity
- SaaS Sales and Marketing Certification - Google
References
References
Available upon requestAvailability
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Timeline
Shared Services Coordinator
Curana Health
2023.10
Senior Customer Success Manager
Amazon LLC
2016.09 - 2023.08 (6 education.years_Label & 11 education.months_Label)
Customer Success Specialist
ANC Financial LLC
2011.12 - 2016.10 (4 education.years_Label & 10 education.months_Label)
University of Maryland Global Campus
Bachelor of Computer Science