Judson Burns
Ellicott City,MD
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
37
37
years of professional experience
Work History
Director of Customer Success
Staples Business Advantage
01.2019 - 11.2023
- Led team of 57 associates in the design and execution of customer success initiatives, resulting in higher client satisfaction and customer retention
- Fostered a culture of continuous learning within the Customer Success team by promoting professional development opportunities regularly.
- Provided comprehensive training programs for Customer Success team members, ensuring high-quality service delivery across all touchpoints.
- Served as an escalation point for resolving complex client issues, restoring trust in company products/services when needed.
- Enhanced overall customer experience through consistent communication, feedback analysis, and process improvements.
- Collaborated with sales and marketing teams to create seamless onboarding experiences for new clients.
Regional Sales Director
Staples Business Advantage
06.2004 - 12.2018
- Led high-performing sales teams, providing coaching and mentoring to achieve ambitious targets.
- Collaborated with cross-functional teams to develop innovative products and services tailored to the needs of the regional market.
- Established strategic alliances with industry partners, driving overall business growth through mutually beneficial collaborations.
- Delivered exceptional customer service, resulting in increased retention rates, referrals, and repeat business from satisfied clients.
- Implemented effective training programs for new hires as well as ongoing professional development initiatives for existing staff members.
Senior Account Manager
Staples Business Advantage
08.1999 - 05.2004
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Coordinate customer implementation and account reviews
- Increased revenue for the company through strategic upselling and cross-selling initiatives.
General Manager
Staples
03.1987 - 07.1999
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Trained and guided team members to maintain high productivity and performance metrics.
Education
BS Recreation Management -
Arizona State University
Tempe, AZSkills
- Training Development
- Change Management
- Relationship Building
- Active Listening
- Team Leadership
- Problem Solving
- Conflict Resolution
Timeline
Director of Customer Success
Staples Business Advantage
01.2019 - 11.2023
Regional Sales Director
Staples Business Advantage
06.2004 - 12.2018
Senior Account Manager
Staples Business Advantage
08.1999 - 05.2004
General Manager
Staples
03.1987 - 07.1999
BS Recreation Management -
Arizona State University
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