Jennifer Gipson
Royse City,TX
Summary
Encouraging manager and 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 client and company success.
Overview
12
12
years of professional experience
Work History
Sr. Client Success Manager
CutTime, LLC
06.2023 - 09.2024
- Managed, educated, and supported over 5000 accounts to ensure a high retention rate.
- Successfully migrated 4000 accounts from an aging software to a new management system. This effort fostered successful adoption and usage.
- Planned, created, tested, and deployed system life cycle methodology to produce high-quality systems to meet and exceed customer expectations. I call this " Circle of Life".
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team.
Sr. Success Partner
Connexeo / Vanco Payments
07.2017 - 05.2023
- Managed a large book of business with over 600 clients on an educational software called Charms.
- Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
- Increased retention rate from 60% to 85% in 3 years.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Oversaw products day-to-day administrative operations, provided guidance to support staff and enforced compliance with state, federal, and local regulations across organization.
Customer Service Representative
Dorian Business Systems
07.2012 - 06.2017
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Daily I would handle 75 - 100 phone calls, live chat, and email requests.
- Sought ways to improve processes and services provided.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
- Responded proactively and positively to rapid change.
Skills
- Customer Relationship Management (CRM)
- Key accounts development
- Customer Retention
- Problem Solving
- Analytical Skills
- Onboarding
- Client Training
References
- Claudine Zachara, Chief Operating Officer, ThinkWhy LLC, 303.515.0915, czachara@ymail.com
- Patti Vega, Business Consultant, SEI Fuels, 972-567-2471, Pavega88@gmail.com
- Corey Black, CEO CutTime, 904-347-1311, Corey@CutTime.net
Timeline
Sr. Client Success Manager
CutTime, LLC
06.2023 - 09.2024
Sr. Success Partner
Connexeo / Vanco Payments
07.2017 - 05.2023
Customer Service Representative
Dorian Business Systems
07.2012 - 06.2017