Jessica Smith
Wentzville,MO
Summary
BRIEF INTRODUCTION
Resourceful Specialist bringing years of expertise in Operations and Customer Success for eDiscovery and SaaS sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in Salesforce, Hubspot, and Gainsight.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Operations EDiscovery Specialist
George Jon
08.2022 - Current
- Improved operational efficiency by streamlining processes and implementing new systems.
- Reduced costs for the department by identifying areas of improvement and proposing cost-effective solutions.
- Enhanced team productivity with effective communication strategies and regular performance reviews.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Implemented new training programs for staff
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Developed and updated tracking spreadsheets for process monitoring and reporting for sales and customer success
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Customer Success Manager
Transactly
06.2020 - 07.2022
- Supports team by managing sales qualification and discovery calls with potential clients/brokerages
- Outstanding relationship management of high dollar volume brokerage accounts
- Engages 1:1 with new clients to ensure adoption and mature use of the Transactly platform
- Identifies common customer challenges and actively suggests better solutions
- Facilitates transaction coordinator reassignments
- Monitors daily CRM & MLS hygiene for clean data intake
- Primary accountabilities are to increase account strength and client renewal opportunities
- Successfully manages a daily book of business consisting of 2k+ customers.
- Oversaw address of customer requests for friendly, knowledgeable service and support.
- Communicates with clients through phone calls and online meetings to maintain satisfaction and keep parties current with changing environment.
Director of Operations
Keller Williams Realty
09.2017 - 01.2020
- Experienced 3 promotion tiers from Transaction Coordinator to Client Coordinator to Director of Operations,
- Over saw daily operations and administrative functions of the business
- Analyzed processes and collaborated with executive team to improve long- term and financially productive goals.
- Assisted in ongoing development of existing programs to promote growth of portfolio and increased revenue.
- Developed win-win solutions with partners, handling issues quickly and providing high level of customer service.
Skills
- Resource Allocation
- Customer Relations
- Management Collaboration
- Proficient in Gainsight
- Proficient in Salesforce
- Proficient in Microsoft Office
- Training and development
- Data analysis
- Cross-functional collaboration
Certification
Certified Customer Success Manager - Gainsight
Timeline
Operations EDiscovery Specialist
George Jon
08.2022 - Current
Customer Success Manager
Transactly
06.2020 - 07.2022
Director of Operations
Keller Williams Realty
09.2017 - 01.2020
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