Keishla Diaz
Customer Success Professional
Phoenix,AZ
Summary
Dedicated Customer Success Manager professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Customer Success Manager
Rever
San Mateo, CA
06.2021 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Facilitated penetration of key accounts via strategic planning initiatives.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits.
- Created customer support strategies to increase customer retention.
Program Manager/Customer Success Manager
Trimble Inc/SaaS B2B
08.2018 - 03.2021
- Schedule quarterly business reviews with key accounts to discuss progress and address any issues to ensure customer satisfaction
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Manage 10 high value accounts from initial sale through implementation
- Increased customer experience ratings by 30% each quarter by offering comprehensive and accurate documentation both internally and externally
- Devised creative solutions to critical customer and user needs.
- Facilitated workshops and conducted one-on-one training to educate team members.
- Identified program obstacles and communicated possible impacts to team.
- Established milestones and objectives based on input from functional areas and stakeholders.
Customer Service Supervisor
Service Master
03.2018 - 08.2018
- Created culture focused on customer service and satisfaction, resulting in improved customer loyalty and retention
- Participate in hiring events and interviews to meet and recruit quality employees for the business.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Created, prepared and delivered reports to various departments.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Sales Operations Manager/Process Improvement Specialist
Origami Owl
03.2014 - 11.2016
- SaaS Startup, B2B, B2C, Manage a team of 40 employees in a high volume call center environment to meet and exceed daily quotas.
- Managed development and implementation of lean and continuous improvement manufacturing initiatives across production environment.
- Teamed with disciplinary leaders on determining annual operational targets and outlining needed quality improvements.
- Drove implementation of formal Six Sigma program resulting in 50% reduction of process and product variations.
- Evaluated current processes to develop improvement plans.
- Gathered, documented and modeled data to assess business trends.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
Education
Bachelor of Science - Business Administration
University of Phoenix
05.2014 - 11.2016
Skills
JiraOracle
Salesforce
Microsoft Office SuiteWrikeAsanaHubspotSlackGoogle SuiteTeam Building
Customer Relations
Account updates
Inter-department collaboration
Strategic communications
Strategic planning
Business administration
Timeline
Customer Success Manager
Rever
06.2021 - Current
Program Manager/Customer Success Manager
Trimble Inc/SaaS B2B
08.2018 - 03.2021
Customer Service Supervisor
Service Master
03.2018 - 08.2018
Bachelor of Science - Business Administration
University of Phoenix
05.2014 - 11.2016
Sales Operations Manager/Process Improvement Specialist
Origami Owl
03.2014 - 11.2016