Jesse Garcia
Santa Ana,United States
Summary
Highly motivated and results-driven Customer Success Manager with a proven track record of building strong relationships with clients to ensure their success and satisfaction. Skilled in developing and implementing customer success strategies, providing exceptional support, and driving retention and expansion of accounts. Experienced in managing a portfolio of enterprise clients, resolving issues efficiently, and exceeding customer expectations. Strong communication, problem-solving, and leadership abilities to collaborate across teams and drive customer engagement and loyalty. Ready to leverage my expertise to deliver exceptional customer experiences and achieve business growth goals.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Newbook
03.2024 - Current
- Engage with customers by email, live chat, phone, and social media
- Handled new customer queries and concerns by email and phone
- Managed customer onboarding and fostered 40+ customer relationships by communicating appropriate goals and expectations and delivering positive outcomes
- Performed ongoing analysis of customer accounts to anticipate and address any conflicts or opportunities
- Conducted regular check-ins with key accounts to assess satisfaction levels and identify areas for improvement
- Collaborated cross-functionally with sales, product, and support teams to ensure seamless customer experience
- Analyzed customer data and feedback to drive product enhancements and address customer pain points proactively.
Customer Success Manager
Trend Micro
01.2022 - 02.2024
- Introduced better customer care procedures to increase satisfaction levels
- Streamlined team's customer handling processes
- Help address and resolve difficult client interactions
- Streamlined service procedures, raising client satisfaction by 34% in 6 months
- Used customer feedback to enhance products and services
- Maintained strong relationships with new and existing customers by phone and email
- Adhered to KPIs and reported to team leader during monthly team meetings
- Engage with customers by email, live chat, phone, and social media
- Demonstrated ability to build strong relationships with clients and proactively identify areas for improvement to ensure their success
- Experience leading cross-functional teams to deliver high-quality service and support to meet and exceed customer expectations
- Skilled in analyzing customer data and feedback to create personalized solutions and drive retention and growth
- Proficient in using CRM tools and customer success platforms to track customer interactions, monitor health scores, and drive actionable insights for continuous improvement.
Customer Success Manager
Beacon Healthcare Systems
01.2019 - 01.2022
- Co-developed procedures that raised efficiency and customer satisfaction
- Help address and resolve difficult client interactions
- Maintained a customer satisfaction score of 97%.
Web Marketing Manager
NXP Semiconductor
10.2010 - 01.2019
- Developed and implemented comprehensive digital marketing strategies to drive traffic and increase conversions on company websites
- Led a team of digital marketing professionals to execute email marketing campaigns, social media advertising, and search engine optimization (SEO) tactics
- Collaborated with cross-functional teams to align online marketing initiatives with overall brand messaging and business goals
- Stayed current on latest digital marketing trends and technologies to continuously improve online presence and visibility
- Collaborated with cross-functional teams to launch new product campaigns and promotions, driving a 25% increase in online visibility and brand awareness.
Customer Service Supervisor
Comcast
05.2005 - 09.2010
- Managed a team of 15 customer service representatives, providing ongoing training and coaching to drive performance improvements and achieve department KPIs
- Resolved escalated customer issues and complaints in a timely and professional manner, ensuring high levels of customer satisfaction and retention
- Conducted regular performance evaluations and provided feedback to team members to support their professional development and growth
- Serve as the point of contact for escalated customer service issues and identify solutions to maintain service level goals and ensure customer satisfaction
- Conduct forecasting and analyze call center metrics to identify areas of need and ensure appropriate staffing levels based on projected call volume.
Education
Bachelors - Economics
University of Guadalajara at Guadalajara
07.2013
Associates - Computer Science
University of Guadalajara at Guadalajara
12.2008
Skills
- Salesforce
- HTML
- JavaScript
- CSS
- CRM
- Google Analytics
- Adobe Analytics
- Jira
- Confluence
- Customer Relationship Building
- Client Relations
- Customer Retention
- Customer Account Management
- CRM Software
- Customer Service
- Report Analysis
- Teamwork and Collaboration
- Onboarding and Orientation
- Process Improvement
- Work Planning and Prioritization
- Team Leadership
- Computer Skills
Accomplishments
Engaged with enterprise accounts outside the US to proactively translate training and product documentation. This helped our relationship and eased the renewal process.
Certification
09/01/21, Salesforce Admin
Personal Information
Title: Customer Success Manager
Languages
Spanish
Native or Bilingual
Timeline
Customer Success Manager
Newbook
03.2024 - Current
Customer Success Manager
Trend Micro
01.2022 - 02.2024
Customer Success Manager
Beacon Healthcare Systems
01.2019 - 01.2022
Web Marketing Manager
NXP Semiconductor
10.2010 - 01.2019
Customer Service Supervisor
Comcast
05.2005 - 09.2010
Bachelors - Economics
University of Guadalajara at Guadalajara
Associates - Computer Science
University of Guadalajara at Guadalajara