Jessica Mahone
Harrisburg,PA
Summary
Goal-oriented Client Success Manager adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving customers highly positive experiences as primary liaison and company representative. Ready to take on challenging new role.
Overview
9
9
years of professional experience
Work History
Client Success Manager
ICepts Technology Group
02.2021 - Current
- Increases sales by 25% through customer retention.
- Reaches out to accounts regularly to check on needs, understanding business operations and offer services.
- Evaluates customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Manages existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
- Collaborates with sales, marketing, and product teams to address customer success objectives.
- Establishes strong relationships with key customers, resulting in increased customer loyalty.
- Monitors customer progress and addressed customer inquiries with timely and accurate updates.
Lead Customer Service Associate
Girl Scouts In The Heart Of Pennsylvania
07.2017 - 05.2019
- Managed 55 calls per day.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Planned schedules and workflows based on expected customer demands.
- Responded to escalated customer calls and emails to answer questions about products and services.
- Developed and updated salesforce to handle customer data.
- Accurately and efficiently assigned and managed accounts, records, projects, jobs
- Maintained up-to-date knowledge of product and service changes.
Account Manager
Crump Life Insurance
10.2014 - 10.2015
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
- Negotiated prices for products and freights to reduce cost of acquisition by achieving lower price.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
Lead Administrative Assistant
Slatehouse Group Property Management
05.2019 - 03.2020
- Developed strategies to streamline and improve office procedures.
- Sorted and distributed office mail and recorded incoming payments for corporate records.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Executed record filing system to improve document organization and management.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
Education
High School Diploma -
Central Dauphin East Senior High School
Harrisburg, PASkills
- Client Rapport-Building
- Key Performance Indicators (KPI)
- Renewal Opportunities
- Customer Account Review
- CRM Software
- Salesforce CRM Experience
- Customer Retention
- Interdepartmental Collaboration
- Telephone Etiquette
- Schedule Management
Timeline
Client Success Manager
ICepts Technology Group
02.2021 - Current
Lead Administrative Assistant
Slatehouse Group Property Management
05.2019 - 03.2020
Lead Customer Service Associate
Girl Scouts In The Heart Of Pennsylvania
07.2017 - 05.2019
Account Manager
Crump Life Insurance
10.2014 - 10.2015
High School Diploma -
Central Dauphin East Senior High School
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