Jocelyn Lewis
SMYRNA ,GA
Summary
Results-driven Account Management Professional with over 20 years of experience in customer success and data management. Expertise in streamlining sales processes and enhancing customer relationships, resulting in optimized operational efficiency. Notable achievement includes a promotion to Jr. Salesforce Administrator after achieving a 98% data accuracy rate. Focused on leveraging CRM administration skills to further enhance business operations.
Overview
25
25
years of professional experience
Work History
Success Coach
Solutionreach
Lehi, UT
07.2023 - 02.2025
- Maintained role of initial point of contact for clients in their first weeks, leading to a 92% customer satisfaction score.
- Aligned customer goals with product functionality alongside sales teams, resulting in a 15% increase in adoption.
- Delivered training and strategic guidance to customers, boosting workflow integration.
Customer Success Manager
LeaseQuery
Atlanta, GA
04.2022 - 01.2023
- Assumed key role in managing client portfolio, resolving issues with 85% resolution rate.
- Conducted training sessions for new users on LeaseQuery software, boosting adoption by 20% in the first 90 days.
- Conducted regular account reviews, resulting in a 10% increase in customer renewals.
- Partnered with product teams to implement customer insights into development plans.
Client Account Manager
Georgia-Pacific
Atlanta, GA
06.2019 - 11.2021
- Managed national accounts, serving as the primary liaison between customers and internal teams.
- Consistently maintained high-level order accuracy at 98% during fulfillment.
- Facilitated seamless coordination among sales, logistics, and materials management for 90% on-time delivery.
- Achieved an 87% first-contact resolution rate in customer issue management.
Client Account Manager
ADP
Atlanta, GA
10.2018 - 06.2019
- Developed and maintained client rapport, resulting in 12% boost in retention rate.
- Achieved 88% resolution rate for escalated client issues within 24 hours.
- Worked closely with internal teams to optimize service delivery, achieving a 20% reduction in case resolution time.
Jr. Salesforce Administrator
MiMedx
Marietta, GA
02.2016 - 04.2018
- Managed Salesforce user profiles, roles, and permissions, improving CRM data accuracy by 90%.
- Processed customer purchase orders with 99% accuracy.
- Led troubleshooting efforts, resolving 97% of issues without escalation.
Account Coordinator
MiMedx
Marietta, GA
02.2015 - 02.2016
- Achieved 99% on-time entry of customer orders into the ERP system.
- Maintained accurate communication of product availability at a 98% rate.
- Achieved resolution for 95% of customer inquiries at initial contact.
Senior Customer Relationship Manager
Kemira Chemicals
Atlanta, GA
01.2000 - 12.2012
- Handled national accounts management involving chemical, industrial, and paper product orders.
- Finalized commitment dates for orders, consistently reaching 93% on-schedule fulfillment.
- Directed a data management initiative, achieving CRM reporting accuracy of 98%.
- Handled payment collections, lowering outstanding balances by 15%.
- Collaborated with sales, transportation, and supply chain teams to optimize order fulfillment.
Education
Some College (No Degree) - Medical Billing And Coding
Georgia Gwinnett College - Atlanta
Marietta, GASkills
- National Account Management & Customer Success
- Order Fulfillment & Sales Order Negotiation
- Training & Development
- Cross-Functional Collaboration & Team Leadership
- Process Improvement & Strategic Communications
- Customer Service & Technical Support
- Salesforce Administration & CRM Data Management
- ERP Systems & Data Integrity
References
References available upon request.
Timeline
Success Coach
Solutionreach
07.2023 - 02.2025
Customer Success Manager
LeaseQuery
04.2022 - 01.2023
Client Account Manager
Georgia-Pacific
06.2019 - 11.2021
Client Account Manager
ADP
10.2018 - 06.2019
Jr. Salesforce Administrator
MiMedx
02.2016 - 04.2018
Account Coordinator
MiMedx
02.2015 - 02.2016
Senior Customer Relationship Manager
Kemira Chemicals
01.2000 - 12.2012
Some College (No Degree) - Medical Billing And Coding
Georgia Gwinnett College - Atlanta
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