Kaela Cochran
Mount Juliet,TN
Summary
Detail-oriented Account Specialist with expertise in logistics and administrative practices. Proven ability to resolve issues and maintain customer loyalty through effective problem-solving and time management. Skilled at managing multiple priorities while adapting to new challenges, enhancing organizational brand and achieving team goals.
Overview
11
11
years of professional experience
Work History
Client Success Specialist II
CPI Card Group
03.2023 - Current
- Led cross-functional project management initiatives, utilizing Smartsheet and Microsoft Office applications to coordinate timelines, streamline deliverables, and ensure successful client outcomes.
- Managed CPI intranet billing processes with accuracy and efficiency, maintaining audit-ready records and improving internal workflows through data tracking in Excel.
- Built and maintained strong client relationships, serving as a trusted advisor and primary point of contact to enhance satisfaction, retention, and long-term account growth.
- Supported Card@Once SaaS clients by delivering expert guidance, troubleshooting complex issues, and coordinating with technical teams to ensure seamless platform performance.
- Developed, documented, and implemented SOPs focused on security and compliance, strengthening operational consistency and improving efficiency across internal and client-facing processes.
- Collaborated closely with cross-departmental teams using tools such as HubSpot, PowerDMS, and Smartsheet to align goals, track performance, and optimize communication for high-impact client success initiatives.
- Generated and analyzed service level agreement (SLA) reports, error reports, and inventory alerts—including “not enough card” and “out of collateral” reports—to identify trends, mitigate risks, and support data-driven operational improvements.
LAE/Customer Account Specialist Tier 2/ Sales Group Leader
Total Quality Logistics
08.2019 - 03.2023
- Increased profit margins by 75% through effective market negotiations and agreements.
- Enhanced team engagement by developing competitions to boost morale and performance.
- Established and updated customer accounts, ensuring accurate and current information.
- Delivered training sessions every month, focusing on lead generation strategies.
- Coordinated timely logistics by managing delivery appointments via online and phone systems.
- Monitored orders to guarantee accurate and successful merchandise delivery to customers.
Entertainment Host & Food and Beverage Manager
Lonnies Western Room
01.2015 - 08.2019
- Achieved high sales by leveraging consultative, value-focused customer service techniques.
- Ensured customer satisfaction by promptly resolving all complaints and issues.
- Optimized staffing and efficiency through effective weekly employee schedule management.
- Executed store opening procedures, ensuring cash drawers balanced and equipment functioned properly.
- Created a positive work environment by utilizing technology for customer entertainment.
Tech Coach / Customer Service Representative
Asurion
03.2017 - 08.2018
- Enhanced customer satisfaction through effective technical support and issue resolution.
- Mentored team members, improving performance metrics and overall service quality.
- Implemented customized coaching strategies to address individual skill development needs.
- Delivered timely support by promptly answering customer inquiries and reducing wait times.
- Streamlined appointment scheduling and merchandise pickups for seamless customer interactions.
- Utilized troubleshooting frameworks to efficiently diagnose and resolve technical issues.
Education
Associates of Technology Certificate - Technology Education
Soluto University
Nashville, TN04.2017
High School Diploma -
McGavock Comprehensive High
Nashville, TN05.2015
Skills
- Updating Customer Accounts
- Negotiation and Resolution
- Administration and Management
- Consultative Sales Approach
- Correcting Discrepancies
- Performance Feedback
- Data Classification
- Analytical and Critical Thinking
- Account Monitoring
- Accounts Payable and Accounts Receivable
- Confidential Records Management
- Microsoft Office Applications
- Client onboarding
- CRM software
Timeline
Client Success Specialist II
CPI Card Group
03.2023 - Current
LAE/Customer Account Specialist Tier 2/ Sales Group Leader
Total Quality Logistics
08.2019 - 03.2023
Tech Coach / Customer Service Representative
Asurion
03.2017 - 08.2018
Entertainment Host & Food and Beverage Manager
Lonnies Western Room
01.2015 - 08.2019
High School Diploma -
McGavock Comprehensive High
Associates of Technology Certificate - Technology Education
Soluto University