Jennifer Driscoll
Tinley Park,IL
Summary
Accomplished Client Success Manager at Panduit Corp, adept in project management and client engagement, drove significant client satisfaction and revenue growth. Leveraged data analytics for strategic planning, excelled in stakeholder relationships, and mentored teams towards excellence in customer service, achieving top performance metrics and fostering long-term partnerships.
Overview
26
26
years of professional experience
Work History
Client Success Manager
Panduit Corp
11.2015 - Current
- Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
- Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
- Streamlined communication between clients and internal teams for smoother project execution.
- Collaborated with cross-functional teams to develop innovative, client-centric strategies and drive business growth.
- Managed a diverse portfolio of clients, ensuring timely delivery of products and services to meet their unique needs.
- Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Enhanced client satisfaction by proactively addressing concerns and providing tailored solutions.
- Resolved escalated issues promptly by liaising with relevant departments while keeping affected clients informed throughout the resolution process.
- Reviewed products and user documentation to assess compliance with client success processes.
- Reached out to accounts regularly to check on needs, understanding business operations and offer services.
- Mentored junior team members in best practices for managing complex accounts and exceeding client expectations.
- Served as the primary point of contact between clients and company personnel, facilitating effective communication channels.
- Developed strong relationships with key stakeholders, fostering long-term partnerships and loyalty.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Technical Customer Support Specialist
Panduit Corp
06.2010 - 11.2015
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Collaborated with cross-functional teams to address complex technical problems, ensuring timely resolutions for customers.
- Demonstrated excellent multitasking abilities while juggling multiple support requests without compromising quality or efficiency.
- Developed strong relationships with clients through consistent communication and follow-up procedures, fostering trust and loyalty.
- Supported product development teams, providing valuable insights based on customer feedback.
- By continuously updating personal knowledge of industry trends, provided relevant solutions tailored to clients'' needs.
- Maintained in-depth knowledge of products, staying up-to-date on new features, updates, and bug fixes to better assist customers.
- Mentored new hires, helping them quickly acclimate to their roles as Technical Customer Support Specialists.
Customer Service Representative
Panduit Corp
11.1998 - 06.2010
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
Education
No Degree - Paralegal Studies
South Suburban College of Cook County
South Holland, ILSkills
- Client Engagement
- Project Management
- Data Analytics
- Customer Retention
- Report Generation
- Stakeholder relationships
- Troubleshooting
- Deadline-oriented
- Account oversight
- ROI understanding
- CRM Software
- Revenue Growth
- Inter-department collaboration
Timeline
Client Success Manager
Panduit Corp
11.2015 - Current
Technical Customer Support Specialist
Panduit Corp
06.2010 - 11.2015
Customer Service Representative
Panduit Corp
11.1998 - 06.2010
No Degree - Paralegal Studies
South Suburban College of Cook County