Kathy Umanzor
Fort Worth,TX
Summary
Customer Support and Success professional with 10+ years in SaaS and HCM, achieving 97% client retention and high customer satisfaction. Experienced with CRM, ticketing, and ATS systems (Salesforce, Zendesk, Genesys), improving operations by 15%, streamlining workflows, and enhancing onboarding. Known for problem-solving, one-touch resolution, and cross-functional collaboration. Pursuing a Bachelor of Business.
Overview
12
12
years of professional experience
Work History
Customer Support Specialist
Mercury
Remote
03.2025 - Current
- Consistently resolved 130+ support cases per week across chat, email, and phone while maintaining high customer satisfaction scores, exceeding weekly performance KPIs.
- Guided new users through platform onboarding, translating complex financial concepts into clear steps to drive adoption and engagement.
- Maintained precise documentation and case management for account inquiries, payments, card disputes, and application processing within CRM and ticketing systems.
- Collaborated with product, engineering, and compliance teams to escalate issues, identify process improvements, and enhance workflows for both users and internal teams.
Remote Senior Customer Experience Manager
Rippling
Remote
08.2023 - 03.2025
- Achieved one-touch resolution for 100+ weekly tickets using Salesforce, Slack, Confluence, and multi-channel communication, maintaining a 97% satisfaction rate.
- Managed diverse customer issues end-to-end, meeting deadlines and exceeding KPIs in a fast-paced tech environment.
- Enhanced support operations and team efficiency by 15% through targeted process improvements and collaboration, aligning with Rippling’s mission.
Remote Senior Member Experience Coordinator
RO
Remote
11.2022 - 08.2023
- Achieved 95%+ customer satisfaction by guiding patients through Ro’s platform for account management, orders, and treatment using Zendesk and Slack.
- Resolved 200+ weekly tickets on account issues, shipments, and billing, reducing technical issues by 20% and handling de-escalations.
- Advocated for patients by conveying critical feedback and technical issues to teams, contributing to a 98% retention rate and improved patient experience.
Customer Success Manager
Paycom
05.2019 - 11.2022
- Delivered product demos and training to 400+ users, enhancing system adoption and effective use of Paycom’s HR solutions.
- Supported client talent acquisition and recruiting efforts by leveraging Applicant Tracking Systems (ATS) for job postings, candidate tracking, interview coordination, and onboarding workflows.
- Managed 115+ accounts with a 97% retention rate, ensuring zero payroll errors using Paycom’s advanced tools.
- Boosted client interaction efficiency by 20% through strategic use of Paycom’s CRM tools, improving communication workflows and productivity.
Remote Claims Representative
Progressive Insurance
Remote
06.2017 - 05.2019
- Processed insurance claims with high accuracy and adherence to regulatory standards, consistently achieving an 80% service quality target.
- Improved call resolution times by 35% using Salesforce and Genesys, enhancing overall call handling efficiency.
Remote Customer Service Representative
Duluth Trading Company
Remote
01.2014 - 06.2017
- Achieved 100% transaction accuracy and a 15% increase in positive feedback by delivering remote customer service with personalized recommendations and bilingual support.
- Enhanced on-boarding and training for new remote employees, improving role transitions and platform navigation.
Education
Associate of Arts - Arts
Tarrant County College
Fort Worth, TX2017
Skills
- Applicant Tracking System (ATS)
- Confluence / ServiceNow/ Guru
- Zendesk/ Salesforce
- Slack/Teams/ Zoom
- Genesys/Cisco
- Microsoft Office Suite/ G-Suite
- Jira
LANGUAGES
Spanish
English
Timeline
Customer Support Specialist
Mercury
03.2025 - Current
Remote Senior Customer Experience Manager
Rippling
08.2023 - 03.2025
Remote Senior Member Experience Coordinator
RO
11.2022 - 08.2023
Customer Success Manager
Paycom
05.2019 - 11.2022
Remote Claims Representative
Progressive Insurance
06.2017 - 05.2019
Remote Customer Service Representative
Duluth Trading Company
01.2014 - 06.2017
Associate of Arts - Arts
Tarrant County College