Kassidy Arthur
Waco
Summary
Skilled account management professional with proven track record in fostering client relationships, driving revenue growth, and managing complex accounts. Known for strong focus on team collaboration, adaptability, and delivering results. Expertise includes strategic planning, client communication, and problem-solving. Highly reliable and flexible in meeting changing business needs.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Account Manager
Dandy
07.2024 - Current
- Cultivated strong client relationships to enhance customer satisfaction and loyalty.
- Developed and executed strategic account plans to drive revenue growth.
- Coordinated cross-functional teams to deliver tailored solutions for clients.
- Analyzed market trends to identify new business opportunities within accounts.
- Mentored junior staff on best practices in account management and client engagement.
- Streamlined reporting processes, improving accuracy and efficiency of data analysis.
- Negotiated contract terms with clients, ensuring favorable outcomes for organization.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Improved overall team productivity by implementing best practices in organization and time management.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
Customer Success Manager
Dandy
04.2023 - 07.2024
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Developed new employees and on-going performance assessment of current employees.
- Conducted training and mentoring direct reports to promote productivity and commitment to friendly service, and personal growth.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Managed department inbound calls and chats per day coordinating department schedules to maximize coverage during peak hours.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
Product Support Specialist
Dandy
01.2022 - 04.2023
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
- Performed troubleshooting and tested customer issues via phone, email and /chat remote assistance software.
- Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
Orthodontic Assistant
Orthodent
08.2018 - 07.2021
- Deescalated high-stress patients and frustrated parents
- Organized schedule and follow-ups
- Took x-rays, photographs, and impressions
- Taught patients strategies for boosting oral hygiene, controlling plaque, and protecting tooth enamel from long-term damage.
- Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
- Prepped examination rooms, sterilized equipment and instruments and maintained appropriate tray setup.
- Prepared patients for orthodontists and performed orthodontic procedures such as tightening braces and conducting preliminary examinations.
- Monitored patient comfort and safety during dental procedures.
- Recorded patients' health histories, documented current symptoms and pulled up records from prior visits for dentists to view and evaluate.
- Entered patient data into thecomputer system, adhering to strict privacy laws and maintaining ahigh level of accuracy.
- Poured and shaped molds from impressions, trimmed molds, and fabricated essix retainers.
- Placed Invisalign attachments and supported doctors and patients for Clincheck appointments.
Education
High School Diploma -
Registered Dental Assistant
TexasLong County High School
Ludowici, GA2014
Skills
- Customer Relationship Management
- Technical Support and Assistance
- Customer Experience Improvement
- Cross-Functional Collaboration
- Customer Issue De-Escalation
- Internal SOP Implementation
- Continuous Quality Improvement (CQI)
- MS Office
- Salesforce Software
- Zendesk
- Dialpad
- Kustomer
Certification
Certified Dental Assistant - Texas
Timeline
Account Manager
Dandy
07.2024 - Current
Customer Success Manager
Dandy
04.2023 - 07.2024
Product Support Specialist
Dandy
01.2022 - 04.2023
Orthodontic Assistant
Orthodent
08.2018 - 07.2021
Long County High School
High School Diploma -
Registered Dental Assistant