KEITH V. CHANAKIRA
Charlotte,NC
Summary
Accomplished Customer Success Manager with 10+ years of experience in managing high-value accounts and building strong client relationships in manufacturing, technology, and SaaS industries. Proficient in CRM systems including Salesforce, SAP, and NetSuite, as well as project management and cross-functional collaboration. Demonstrated success in aligning product solutions with client needs, improving client satisfaction, and driving revenue growth. Collaborates with executive leadership to enhance customer retention and operational processes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Customer Experience Partner
Sealed Air
07.2018 - 12.2023
- Oversaw a $65M portfolio of major accounts, serving as the main contact for 18 large enterprise customers and internal teams to ensure that customer objectives were met
- Successfully led initiatives for customer onboarding, training, and support, increasing product usage by 25%
- Enhanced customer satisfaction and problem resolution through effective feedback process and cross-functional teamwork, reducing support issues by 20%
- Implemented process enhancements that cut customer complaints by 9% and boosted operational efficiency across the CE team
- Utilized data analysis to drive strategic upselling, resulting in a 12% annual revenue growth from existing clients
Technical Support Advisor
Apple
01.2016 - 12.2017
- Acted as the point of contact for enterprise clients with technical challenges, ensuring quick resolution and follow-up, which improved customer satisfaction and retention by 30%
- Managed escalated issues proactively, working with engineering to address root causes and improve products, leading to a 20% reduction in support tickets
- Delivered thorough onboarding and post-sales support, focusing on troubleshooting and communication, which contributed to a 20% increase in contract retention
Customer Relations Manager
The AroundCampus Group
03.2014 - 12.2015
- Managed client relationships to consistently surpass service expectations, resulting in a 25% boost in retention
- Led and trained a team of 25 interns in customer service best practices, enhancing service efficiency and consistency
- Adopted a client-focused strategy that improved the customer service model, leading to a 30% rise in satisfaction scores
Education
Bachelor of Arts - History
The University of North Carolina At Charlotte
Charlotte, NC12.2013
Skills
- CRM System Proficiency
- Customer Support Software
- Website Performance Analysis
- Team Collaboration Tools
- Customer-Focused Approach
- Analytical Problem-Solving
- Client Relationship Management
- Cross-Functional Teamwork
- Cloud Infrastructure Management
- Customer Analysis
- Order Processing
- Supply Chain Optimization
- Supply Chain Coordination
- Market Analysis
- Client Account Management
- Product Delivery Management
Certification
Microsoft Azure Fundamentals, C15DAA7801862B8D
Timeline
Senior Customer Experience Partner
Sealed Air
07.2018 - 12.2023
Technical Support Advisor
Apple
01.2016 - 12.2017
Customer Relations Manager
The AroundCampus Group
03.2014 - 12.2015
Bachelor of Arts - History
The University of North Carolina At Charlotte
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