Kathleen Underwood
Olive Branch,MS
Summary
Customer success professional with strong background in enhancing customer relationships and driving satisfaction. Known for focus on team collaboration and achieving results, adapting to changing needs with reliability. Skilled in strategic planning and client engagement, valued for leadership and problem-solving abilities.
Overview
22
22
years of professional experience
Work History
Director of Customer Success
Decker Medicine
Memphis, Tennessee
11.2017 - Current
- Responsible for speaking with medical educators and coordinating education program set up for medical residency programs throughout the US
- Responsible for customer success and retention among all clients in the US and abroad
- Train customers on how to use Decker platform (SaaS)
- Coordinate and plan with multiple departments (development, sales, editorial) to get best experience for customer
- Work within hospital networks to get leads for sales team and make connections for future agreements
- Responsible for client renewals
- Obtain feedback from current customers in order to improve product performance
- Head weekly Development team meetings to communicate possible upgrades and improvements based on customer feedback
- Deal with customer issues among larger accounts and individual physician accounts
- Field all company phone calls
- Manage Sales and Renewal spreadsheets
- Head weekly sales and renewal meetings
Internal Marketing and Member Retention Director
DAC Fitness
Southaven, Mississippi
03.2015 - 05.2017
- Responsible for increasing member retention and loyalty
- Brought in and launched programs to fulfill ultimate goal of increasing retention and amount of money spent per member
- Created and designed marketing campaigns for in-club promotions
- Created monthly reports for owner to go over retention rates
- Used customer feedback to develop promotions and changes
- Dealt with customer issues
Operations Director
DAC Fitness Laurelwood
Memphis, Tennessee
04.2013 - 08.2014
- Oversee day to day operations for DAC Fitness East Memphis location
- Oversee 30+ employees
- Responsible for ordering supplies for the club
- Create monthly schedules for 3 different departments
- Run daily sales and membership reports for owner
Fitness Coordinator
DAC Fitness
Southaven, Mississippi
05.2012 - 04.2013
- Assisted Fitness department for DAC Fitness Southaven
- Create appointments for personal training
- Made weekly reports to show progress of the department
- Assisted with billing for the department
Photo Technician
Sam’s Club
Southaven, Mississippi
09.2007 - 09.2012
- Responsible for photo printing and sales in photo lab
- Obtain business for Photo Center
- Perform maintenance on many types of printers in lab
- Order and stock supplies for daily operations
- Assist customers with printing pictures and ordering other photo merchandise
- Operate cash register
Operations Director Intern
DAC Fitness
Southaven, Mississippi
01.2012 - 05.2012
- Assisting Operations Director for DAC Fitness clubs
- Assist Operations director with marketing and special events
- Set up for special events in the club
- See over daily operations in the club
- Assist in ordering supplies
Customer Service Representative
Office Depot
Southaven, Mississippi
05.2007 - 09.2007
- Assist customers with merchandise and run register
- Operate cash register
- Stock shelves
- Perform layout changes
Page
M.R. Dye Horn Lake Public Library
Horn Lake, Mississippi
03.2004 - 08.2006
- Shelved books and assisted patrons
- Checked in/out books
- Helped patrons with book selections
- Helped patrons with research projects
Education
Bachelor of Science Degree - Exercise Science, Legal Thought
University of Memphis
Memphis, Tennessee05-2012
Skills
- Client advocacy
- Customer segmentation
- Customer onboarding
- Sales enablement
- Teamwork and collaboration
- Problem-solving
- Problem-solving abilities
- Multitasking Abilities
- Excellent communication
- Reliability
AWARDS & ACTIVITIES
Dean’s List Recognition, Volunteer - Horn Lake, Mississippi Public Library, Observed research studies in Exercise Neuromechanics lab at Univ of Memphis., Work 20 to 30 hours a week throughout college to fund college expenses.
Timeline
Director of Customer Success
Decker Medicine
11.2017 - Current
Internal Marketing and Member Retention Director
DAC Fitness
03.2015 - 05.2017
Operations Director
DAC Fitness Laurelwood
04.2013 - 08.2014
Fitness Coordinator
DAC Fitness
05.2012 - 04.2013
Operations Director Intern
DAC Fitness
01.2012 - 05.2012
Photo Technician
Sam’s Club
09.2007 - 09.2012
Customer Service Representative
Office Depot
05.2007 - 09.2007
Page
M.R. Dye Horn Lake Public Library
03.2004 - 08.2006
Bachelor of Science Degree - Exercise Science, Legal Thought
University of Memphis