Kalissa Powell
Customer Success Manager
Stone Mountain,GA
Summary
Talented Customer Success Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
11
11
years of professional experience
Work History
Customer Success Manager (Remote)
FieldEdge by Xplor Technologies
03.2022 - Current
- Demonstrate and explain product features and benefits to overcome customer objectives.
- Monitor client renewals and review all documentation and data to maintain compliance.
- Communicate well with clients through phone calls and online meetings to maintain satisfaction and keep parties current with changing environment.
- Monitor KPIs to assess customer engagement.
- Assess customer issues, research solutions and implement corrective actions to maintain high satisfaction.
- QTD Net Expansion by CSM 41,556.00
Activations Representative
Clearent Holdings LLC by Xplor Technologies
01.2020 - 02.2022
- Promoted within 7 months for consistently exceeding goals and supporting company culture
- Welcome new customers and train them on how to use their payment processing equipment and/or software
- Perform Activations Appointments and provide Merchant information and links to Clearent / ISV Support sites
- Work with ISV and Clearent support via phone, Slack, and other mediums to efficiently serve merchants with a high level of customer support
Onboarding Representative
Clearent Holdings LLC
05.2019 - 12.2019
- Built files for specific terminal types according to the survey submitted by sales
- Responded to reps via email to troubleshoot general account issues
- Tested terminals before deploying to merchants
Customer Success Specialist
Emerson Electric Co
St. Louis, MO
05.2018 - 05.2019
- Assisted customers with technical issues concerning thermostats via email, live chat, and telephone
- Reviewed support cases for technical and troubleshooting accuracy
- Researched, resolved, and followed up on customer issues
- Supported customers having data connectivity and HVAC issues
Quality Control Manager
Sears Home Services
Lorton, VA
04.2016 - 03.2018
- Managed and monitored results of re-works, follow-up inspections and corrective actions
- Qualified competitive subcontractor bids to determine capability and resources to perform the work
- Reported quality trends to the Operations Manager and the Corporate Quality Manager
- Used judgement in making compromises and adaptations, within the framework of established contractual objectives
- Interacted with customers, subcontractors, and other project elements to ensure quality service and customer satisfaction
Accounts Receivable Representative
Jersey City Medical Center
Jersey City, NJ
12.2012 - 03.2016
- Followed up on claims from billing through final resolution
- Reviewed and prepared claims for electronic and hard copy submission
- Identified and corrected billing errors and resubmitted claims to insurance carriers
- Reviewed remittance advice for payment errors, denials, and underpayment
- Initiated appeals when necessary
Education
Certified Billing & Coding - Medical Billing And Coding
Chubb Institute of Jersey City
Jersey City, NJ01.2007
Skills
- Quality control
- Customer relations
- High-energy attitude
- Adaptive team player
- Proficient in using Salesforce
- Issue and conflict resolution
- Problem resolution
References
REFERENCES
Rachel Raines of FieldEdge by Xplor, Sr. Customer Operations Analyst, RRaines@fieldedge.com
Saige Lewis of Clearent Holdings LLC, Manager, slewis@clearent.com
Jameelah Gorden of Jersey City Medical Center, Billing Manager, jameelahgorden@msn.com
Timeline
Customer Success Manager (Remote)
FieldEdge by Xplor Technologies
03.2022 - Current
Activations Representative
Clearent Holdings LLC by Xplor Technologies
01.2020 - 02.2022
Onboarding Representative
Clearent Holdings LLC
05.2019 - 12.2019
Customer Success Specialist
Emerson Electric Co
05.2018 - 05.2019
Quality Control Manager
Sears Home Services
04.2016 - 03.2018
Accounts Receivable Representative
Jersey City Medical Center
12.2012 - 03.2016
Certified Billing & Coding - Medical Billing And Coding
Chubb Institute of Jersey City
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