Karisa Boccio
West Sayville,NY
Summary
Experienced and dedicated Client Success professional with over 11 years of experience assisting customers in solving complex issues. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and management skills. Looking to thrive in a fast-paced environment where I can use my skills to improve growth and retention. A purpose-led individual and a values-driven leader at every level.
Overview
11
11
years of professional experience
Work History
Client Success Specialist
TrestleTree
New York, NY
05.2023 - Current
- Successfully managed key client accounts by cultivating and strengthening client relationships through demonstration of integrity, professional correspondence, and ensuring service standards and commitments are met.
- Achieved the highest performance metrics within my team.
- Cultivate and maintain strong relationships with clients, serving as the primary point of contact for inquiries, concerns, and account management.
- Conducted initial client consultations to identify needs and expectations and successfully transitioning clients into our revenue based health program
- Developed and maintained relationships with key clients to ensure customer satisfaction and retention.
- Prepared detailed reports outlining progress and achievements against targets.
Onboarding Specialist
Stability
San Pedro, CA
10.2022 - 05.2023
- Monitored applicant tracking system actions to support hiring deadlines and streamline candidate experiences.
- Collaborated with human resources teams to mitigate risks and verify regulatory compliance.
- Worked with senior leadership to develop comprehensive recruitment strategies for long-term implementation.
- Created and maintained positive relationships with hiring managers and HR business partners.
- Developed recruitment strategies to achieve required staffing levels for assigned requisitions.
- Reviewed employment applications, candidate backgrounds, skills, compensation needs and other qualifications.
- Explained job duties, compensation and benefits to potential candidates.
- Compiled data from personnel records and prepared reports on candidate performance and qualifications.
- Utilized internal recruiting systems (iCIMS) to record, update and track all candidate progress.
Client Success Specialist
Calibrate
New York, NY
04.2022 - 10.2022
- Drove customer escalations to resolution by engaging directly with clients.
- Managed over 80 client accounts with an average of 82% of client goals being met.
- Compiled customer feedback for cross-functional departments to improve product or service features.
- Developed plans and strategies to grow business and achieve company portfolio goals.
- Developed and established new relationships to drive company growth.
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Oversaw key customer relationships to close strategic opportunities.
- Lead team meetings to encourage and grow relationships and team building skills.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
Client Success Manager
Self-employed
West Sayville, New York
01.2021 - 06.2022
- Met with customers to discuss best practices and drive outcomes.
- Monitored KPIs to assess customer engagement.
- Developed and established new relationships to drive company growth.
- Developed plans and strategies to grow business and achieve company portfolio goals.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
- Delivered positive experiences to customers at every touch point through clear communication and implementing strategies to improve satisfaction.
- Monitored competitive and marketplace trends impacting client satisfaction to keep ahead of developments and implement response plan.
Senior Assistant
Smithtown Wellness
Smithtown, NY
01.2020 - 04.2022
- Managed administrative processes and prepared key reports and documentation.
- Executed or delegated tasks to team members to fulfill project requirements.
- Developed administrative staff skills by providing information, training and coaching.
- Conducted project development and planning to drive efficient service and office organization.
- Partnered with internal teams on addressing strategic objectives and executing priorities for weekly deliverables.
- Aligned calendars to coordinate meetings between staff and clients.
- Fostered relationships with clients and partners through dynamic communication and prompt follow-up to questions and concerns.
- Arranged travel arrangements and managed company's schedule.
- Tracked statistics, failures and resolution detail data in Excel spreadsheet.
- Spearheaded training and development programs for new employees.
- Determine insurance benefits and coverage for patients and billing inquiries.
Financial Services Specialist
Synergy Wealth Strategies
Smithtown, NY
06.2018 - 01.2020
- Researched key business issues, collecting and analyzing quantitative and qualitative data.
- Presented at conferences and briefings, educating prospective clients about services.
- Collaborated with stakeholders to contribute recommendations and deliver client objectives.
- Offered presales consultations via telephone and face-to-face meetings, supporting sales and marketing teams.
- Developed client proposals outlining project structure, approach and work plan.
- Conducted record searches and coordinated with other units on procedural problems involving complex cases.
- Devised new and improved records management programs to organize and protect data.
- Mitigated risks by leading and auditing international subsidiaries and operational processes.
- Converted financial data resulting in compelling and graphical story.
Executive Assistant
Synergy Wealth Strategies
Smithtown, NY
06.2015 - 06.2018
- Facilitated board meeting agendas and distributed support materials in advance for successful sessions.
- Implemented unique methods and methodologies, which helped reduce and resolve issues.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Managed director's calendar and prepared meeting agenda and materials.
- Managed external contacts and kept track of periodic communication needed for priority actions.
- Created PowerPoint presentations used for diverse business needs.
- Created newsletters to share company updates and events.
- Screened phone calls for executives to instantly identify priority clients and filter out spam calls.
- Configured and maintained company website to drive interest and increase company revenues.
- Conducted research and collected and analyzed data to prepare reports and documents.
Lead Operations Associate
American Portfolios
Holbrook, NY
11.2012 - 06.2015
- Identified operational and performance issues and worked with managers to resolve concerns.
- Reduced process lags and trained team members on best practices and protocols.
- Completed various reports and analyzed each report to decide where improvements could be made.
- Supported asset transfers, lender and equity requests and audit inquiries.
- Drove standardized best practices and leveraged support functions to optimize operational performance while meeting goals.
- Executed and optimized operational responsibilities to promote seamless delivery of services.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Addressed customer concerns with suitable solutions.
Education
Certified - Coaching And Personal Development
Institute of Integrative Nutrition
New York, NY11.2019
Bachelor of Arts - Business
University At Buffalo
Buffalo, NY05.2012
Skills
- Establishing and Maintaining Customer Relationships
- Account Management
- Training Programs
- Customer Retention
- Leadership Development
- Project Management
- Social Media Management
- CRM Software
- Problem Solving
Timeline
Client Success Specialist
TrestleTree
05.2023 - Current
Onboarding Specialist
Stability
10.2022 - 05.2023
Client Success Specialist
Calibrate
04.2022 - 10.2022
Client Success Manager
Self-employed
01.2021 - 06.2022
Senior Assistant
Smithtown Wellness
01.2020 - 04.2022
Financial Services Specialist
Synergy Wealth Strategies
06.2018 - 01.2020
Executive Assistant
Synergy Wealth Strategies
06.2015 - 06.2018
Lead Operations Associate
American Portfolios
11.2012 - 06.2015
Certified - Coaching And Personal Development
Institute of Integrative Nutrition
Bachelor of Arts - Business
University At Buffalo
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