Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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JENNY STACEY

FELTON,DE

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

33
33
years of professional experience

Work History

Senior Customer Success Manager

ABNA INTL
02.2014 - 09.2023
  • Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
  • Led a team of Customer Success Managers, resulting in increased client retention and upselling opportunities.
  • Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
  • Managed escalations effectively, resolving complex issues and preventing future occurrences.
  • Streamlined internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.

SALES & MARKETING DIRECTOR,

PSGC
02.2004 - 01.2013
  • Established strong relationships with key clients, resulting in long-term partnerships and increased revenue.
  • Increased sales revenues by developing and implementing strategic marketing plans.
  • Created and managed social media campaigns to increase brand engagement.
  • Launched successful digital marketing campaigns that achieved goals for increased website traffic.
  • Conducted market research to identify new business opportunities and stay ahead of industry trends.
  • Optimized email campaigns to increase open and click-through rates.
  • Led team of marketing and Sales professionals, offering mentoring and coaching to build knowledge and skills.

DIRECTOR, CUSTOMER SERVICE

DMRA
01.1991 - 11.2003
  • Increased company revenue by streamlining processes and implementing cost-saving measures.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
  • Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
  • Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.


Education

ASSOCIATE DEGREE - Business Administration And Management

TOWSON UNIVERSITY
Towson, MD
06.1993

Skills

  • Active listening

  • Adaptability

  • Upselling strategies

  • Attention to detail

  • Performance metrics

  • Customer retention

  • Product knowledge

  • Customer satisfaction

  • Team leadership

  • Relationship management

  • Scheduling and Coordinating

  • Computer Skills

  • CRM Software

  • Proficient in most CRM , 7

  • Customer Service

  • Account Management

  • Customer Relationship Building

  • Multitasking

  • Analytical thinking

  • Time management

  • Problem solving

  • Client onboarding

  • Conflict resolution

  • Data-driven decision making

  • Cross-functional collaboration

  • Process improvement

  • Effective communication

  • Stakeholder engagement

  • Goal setting

  • Customer feedback analysis

  • Project management

  • Lead Generation

  • Performance Tracking and Evaluation

Accomplishments

  • Collaborated with interdepartmental heads and led a Customer Only focus group gaining critical data that allowed us to immediately identify the weakest links along our customer buyers journey and the onboarding process, launching self serve programs across all channels and platforms ,reducing inbound calls by 30% and increasing overall customer satisfaction scores by 50% in just 90 days.

  • Hired , Trained , Monitored and Managed CSR and Sales Teams both one on one and collectively , resulting in 100% of our Teams meeting or exceeding all KPIs and Corp Objectives 48 months consecutively..

  • Launched a new Onboarding program for staff that increased productivity and overall new hire stats by 35%.

Timeline

Senior Customer Success Manager

ABNA INTL
02.2014 - 09.2023

SALES & MARKETING DIRECTOR,

PSGC
02.2004 - 01.2013

DIRECTOR, CUSTOMER SERVICE

DMRA
01.1991 - 11.2003

ASSOCIATE DEGREE - Business Administration And Management

TOWSON UNIVERSITY

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