Kaniya Reaves
Greensboro,NC
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Customer Success Manager
H1
, NC
01.2020 - 01.2024
- Coached, mentored and trained team members in order to improve their job performance.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Negotiated contracts and agreements with vendors and suppliers to reduce costs.
- Managed inventory levels to meet demand without overstocking, reducing waste.
- Managed customer portfolio to drive product and service adoption according to business reviews .
- Managed day-to-day relationship with third party call centre and fulfillment provider.
- Recruited and hired qualified candidates to fill open positions.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Manager
Wingstop Restaurant
Greensboro, NC
08.2019 - 07.2023
- Ensured compliance with all applicable laws, regulations, industry standards.
- Established processes to ensure efficient workflow throughout the organization.
- Ensured compliance with regulatory requirements and industry standards.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Coordinated cross-departmental projects to ensure timely and successful completion.
- Reviewed completed work to verify consistency, quality, and conformance.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Created and managed budgets for travel, training, and team-building activities.
E-Commerce Coordinator
Netrush
Greensboro, NC
12.2019 - 11.2021
- Managed and maintained regular client communication via 1:1 meetings, emails, and phone calls.
- Devised and executed strategies for digital marketing initiatives, communication plans, and promotional activities
- Trained clients on digital /traditional advertising , SEO, insight analysis and technical configuration
- Researched competitors' activities in order to develop effective pricing strategies.
- Created promotional campaigns to increase sales of products on the e-commerce platform.
- Provided technical support related to website navigation and checkout process issues.
- Resolved customer concerns and answered questions quickly to maximize satisfaction.
- Composed descriptions of merchandise for posting to online storefronts, auction sites and other shopping Web sites.
Customer Success Specialist
Avalara
Durham, NC
08.2018 - 12.2019
- Conducted thorough research on new new clients to determine their anticipated value from the product.
- Proactively engaged with clients throughout their product journey , enhancing adoption and retention rates.
- Provided prompted client support via email and phone , addressing questions and concerns effectively .
- Maintained accurate records of customer accounts using CRM software.
- Educated customers on best practices for using company's products and services.
- Monitored customer activity to proactively address potential issues before they arise.
- Utilized problem-solving techniques when resolving challenging customer issues.
- Assisted customers with onboarding processes to ensure understanding of the product features and capabilities.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Documented account activities and generated sales reports.
Education
High School Diploma -
Grimsley High School
Greensboro, NC06-2018
Skills
- Remote communication and collaboration tools
- Time management and self self discipline
- Remote project management
- Virtual meeting facilitation
- Technical troubleshooting
- Proficiency with remote work software
- Cybersecurity awareness
- Online Research and information gathering
- Remote training and e-learning delivery
- Remote team leadership and management
- Quick to embrace challenge and changes in priority , providing significant result and high levels and high levels of accuracy
- Able to work well in a team , contributing ideas and cooperating with others with to achieve common goals
- An effective written and verbal communicator , with the ability to convey information clearly concisely
- Meticulous and detail oriented professional with and eye for accuracy
- Customer Relationship Management (CRM)
- Negotiation
- Business Administration
Timeline
Customer Success Manager
H1
01.2020 - 01.2024
E-Commerce Coordinator
Netrush
12.2019 - 11.2021
Manager
Wingstop Restaurant
08.2019 - 07.2023
Customer Success Specialist
Avalara
08.2018 - 12.2019
High School Diploma -
Grimsley High School
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