Joanna Hawkins
Camarillo
Summary
Results-driven Manager/Director of Customer Success with expertise in team leadership and process optimization. Proven track record of enhancing customer satisfaction through strategic initiatives and effective training programs. Achieved significant improvements in KPIs and CSAT scores while promoting a collaborative team environment.
Overview
32
32
years of professional experience
Work History
Director of Customer Success
Mity, Inc
Orem
10.2023 - 10.2025
- I have developed effective customer support strategies that enhance customer satisfaction and encourage loyalty.
- I have been fortunate to build a strong Customer Support team from the ground up, actively participating in every aspect, from hiring dedicated individuals to providing comprehensive training.
- I am committed to refining processes and addressing challenges directly.
- Together, we have established standardized procedures and a clear escalation policy to ensure our customers consistently receive the support they need.
- Additionally, I have implemented best practices in Customer Success Management that have positively influenced the organization as a whole.
- I find great fulfillment in training and mentoring my team members, enabling them to increase their productivity and commitment.
- Fostering strong relationships with my colleagues is a priority, and I work to create a welcoming and supportive environment.
- I establish performance metrics such as KPIs and CSAT scores, and I am dedicated to helping my team set achievable goals and providing constructive feedback to assist them in reaching those objectives.
Team Leader
Chatbooks
Remote
08.2015 - 10.2023
- I had the privilege of leading an exceptional team of Customer Support Managers who dedicated themselves to addressing our customers' app concerns and providing technical support.
- My primary objective was to ensure that each interaction left our customers feeling valued and satisfied.
- I found great fulfillment in guiding and training a close-knit group of 10-15 customer support representatives, conducting annual evaluations, and organizing regular check-ins to promote their professional development.
- I served as the primary point of contact for any escalated customer support issues, consistently ready to offer assistance.
- Additionally, I took pleasure in mentoring my team members, and we regularly convened to discuss challenges and share best practices.
- Together, we endeavored to enhance the training process for our new hires, ensuring they felt welcomed and supported from their very first day.
Orchestra Teacher
Nebo School District
Salem
08.2015 - 05.2016
- Conducted rehearsals to enhance performance skills and teamwork.
- Developed engaging lesson plans for diverse student skill levels.
- Organized concerts and events to showcase student talent and progress.
- Provided individualized instruction to support students' musical growth.
- Maintained classroom discipline while fostering a positive learning environment.
Violin Teacher
self-employed
Provo
04.1994 - 12.2015
- Throughout my years in the Violin Studio, I had the privilege of providing music education to numerous students.
- My approach centered around the Suzuki Violin method and music theory, enabling some students to embark on their musical journey while assisting others in honing their skills.
- We also held regular master classes and recitals, which allowed us to celebrate their achievements and foster their enthusiasm for music.
Education
Music Performance - Music Performance Major
Brigham Young University
Provo, UT01.1998
Skills
- Team leadership & coaching
- Escalation management
- Crisis resolution
- Organization skills
- Results-driven
- Critical thinking
- Eager and quick to learn
- Cross-collaboration
- Type 109 wpm
- CRM & support tools
- Data-driven strategy
- AI curious
- Quality assurance
- Team building
- Customer relationship management
- Process improvement
- Training and development
- Effective communication
- Strategic thinking
- Time management
- Written communication
- Task prioritization
- Hiring and training
Timeline
Director of Customer Success
Mity, Inc
10.2023 - 10.2025
Orchestra Teacher
Nebo School District
08.2015 - 05.2016
Team Leader
Chatbooks
08.2015 - 10.2023
Violin Teacher
self-employed
04.1994 - 12.2015
Music Performance - Music Performance Major
Brigham Young University