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
St. Augustine, Florida
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
Dallas, Texas
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
Garland, TX
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