Kandy Fritch
Customer Succes Leader
Gonzales,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Strong independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
11
11
years of post-secondary education
4
4
Certifications
Work History
Customer Success Executive
Dell Technologies
Round Rock , TX
04.2017 - 02.2023
- Facilitated Executive Interview program for 24 of the companies largest customers.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Certified Discussion Leader & Facilitator for the Executive Briefing Center, 9 sessions conducted in 2022.
- Certified #IamRemarkable Facilitator, conducted 15 sessions in 2022.
Manager, Client Relations
Zoll Data Systems
Broomfield, CO
02.2010 - 04.2017
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Onboarded new employees with training and new hire documentation.
- Created end to end NPS program, to include survey design, launch, data analysis & executive readout and close loop follow up.
- Orchestrated onsite customer centric roundtable events to better educate our customers and deepen our mutual relationship
Education
Bachelor of Arts - Business Management
Colorado State University
Englewood, CO 07.2012 - 05.2018
Graduate Certification - Project Management
Colorado State University
Englewood, CO 06.2018 - 02.2019
Associate of Arts - General Education
Pikes Peak Community College
Colorado Springs, CO 01.2008 - 05.2012
Skills
Staff mentoring & leadership
Affiliations
- Toastmasters
- Customer Experience Professionals
- #IamRemarkable
Certification
Certified Customer Success Management Professional
Timeline
Certified Customer Success Management Professional
01-2023
ITIL v.4
01-2019
Graduate Certification - Project Management
Colorado State University
06.2018 - 02.2019
Customer Success Executive
Dell Technologies
04.2017 - 02.2023
Bachelor of Arts - Business Management
Colorado State University
07.2012 - 05.2018
NPS Certified Associate
06-2012
NPS Certified Financial Associate
06-2012
Manager, Client Relations
Zoll Data Systems
02.2010 - 04.2017
Associate of Arts - General Education
Pikes Peak Community College
01.2008 - 05.2012
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