Kelli A. Salmon
Ashland,VA
Summary
Detail-oriented customer success and administrative professional supporting SaaS users with onboarding progress tracking and accurate records across multiple systems. Known for clear communication, Excel reporting, and dependable coordination with internal teams and external clients. Achieved 98% CSAT while maintaining a service-driven approach.
Overview
18
18
years of professional experience
Work History
Customer Success Specialist
IntegraPark, LLC / Fullsteam
Ashland, VA
02.2022 - 08.2026
- Acted as the primary point of contact for employer clients using multiple SaaS platforms, delivering high-touch support and maintaining a 98% CSAT score.
- Managed 85+ Zendesk tickets daily, triaging issues and resolving operational friction points.
- Communicated product updates, issue resolutions, and general guidance to clients and internal stakeholders.
- Created and maintained spreadsheets tracking onboarding progress, product setups, and workflow configurations to optimize client experiences.
- Generated daily and weekly reports for internal teams on ticket volume, onboarding status, and product usage trends to inform decision-making.
- Collaborated with Product, Engineering, and Billing teams to develop client-ready materials, documentation, and training resources enhancing customer support.
- Built deep product expertise to help customers adopt self-service features and reduce repeat inquiries.
- Entered and updated data across multiple systems, ensuring accuracy for billing, reporting, and customer records.
- Worked remotely to support clients across various time zones.
Resource Sharing Coordinator / Library Systems Administrator
Randolph-Macon College
Ashland, VA
05.2008 - 02.2022
- Led two major software conversion projects, completing them 50% faster than peer institutions.
- Developed tracking systems for interlibrary loan requests, digital resources, and inventory workflows to enhance operational efficiency.
- Entered and updated data across multiple library systems, ensuring accuracy and accessibility for faculty and students.
- Generated inventory, usage, and delivery reports for leadership and cross-department partners.
- Facilitated communication with internal and external partners, delivering timely updates and resolving issues to support collaborative efforts.
- Provided frontline support to faculty and staff, resolving hardware, software, and digital access issues.
- Oversaw and mentored student workers, enhancing team communication and effectiveness.
Education
Some College - No Degree - Biology & Sports Medicine
James Madison University
Harrisonburg, VASkills
- Zendesk support
- Client onboarding
- SaaS Systems
- Spreadsheet management
- Reporting and documentation
- Pricing and inventory reporting
- Excel advanced functions
- Microsoft Excel (intermediate-advanced)
- Process improvement
- Cross-functional collaboration
- Teams collaboration
- Deadline and goal management
- Zendesk
- Scribe
Personal Information
- Title: Winebow Portfolio Administrator
- Availability: Hybrid-work ready
Awards
Excellence in Service Award (2021) - Recognized for leadership in transitioning campus operations to online learning during the pandemic.
Additional Information
- Hybrid-work ready
- Commutable to Glen Allen, VA
- Strong commitment to DEI values
- Able to lift 10 lbs and perform standard office tasks
Timeline
Customer Success Specialist
IntegraPark, LLC / Fullsteam
02.2022 - 08.2026
Resource Sharing Coordinator / Library Systems Administrator
Randolph-Macon College
05.2008 - 02.2022
Some College - No Degree - Biology & Sports Medicine
James Madison University