Kellye Williams
NC
Summary
Results-driven Customer Success Manager with a successful history at First Advantage, facilitating a 15% rise in customer adoption through effective relationship management and data analysis. Adept at cross-department collaboration and client advocacy, I excel in enhancing service delivery and implementing continuous improvement initiatives to elevate customer satisfaction.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Success Manager
ePlus Technology Inc.
03.2023 - Current
- Conducted regular face-to-face client meetings every four to six weeks and voice communications bi-weekly to ensure alignment.
- Advocated for customer needs cross-departmentally, enhancing service delivery.
- Tracked and communicated customer satisfaction metrics, coordinating recovery efforts as necessary.
- Established trusted partnerships with assigned clients, driving ongoing value from products and services.
- Led quarterly and semi-annual service business reviews to assess performance and identify improvements..
- Acted as primary point of contact during client onboarding, facilitating smooth transitions and go-live meetings.
Customer Success Director
First Advantage
01.2021 - 01.2023
- Served as a trusted advisor to customers and provided guidance and best practices on new and existing industry guidelines, resulting in a 15% increase in customers achieving their desired outcomes.
- Collaborated with cross-functional teams such as operations to develop tailored solutions, resulting in a 10% decrease in customer pain points and continuous improvement.
- Proactively engaged with customers to understand their needs, goals, and challenges, leading to a 15% increase in customer adoption of First Advantage’s solutions.
- Provided insights and feedback from customers to inform product road map and development, resulting in a 10% increase in customer satisfaction with First Advantage’s solutions.
Customer Success Analyst
First Advantage
01.2021 - 01.2020
- Conducted in-depth data summaries and analysis to identify trends and patterns, leading to valuable insights and recommendations that improved customer engagement by 15%.
- Collaborated with the sales and operation team to develop tailored solutions, resulting in a 10% increase in customer satisfaction ratings.
- Contributed to the development of customer success strategies and best practices, resulting in a 10% improvement in overall customer experience.
- Stayed up to date with industry trends and regulatory changes and applied knowledge to continuously improve customer success initiatives, resulting in a 10% increase in customer satisfaction ratings.
Customer Service Team Lead
First Advantage
01.2018 - 01.2020
- Collaborated with team members to set performance goals and developed action plans, resulting in a 15% increase in first-call resolution rates.
- Handled escalated customer inquiries and complaints quickly, ensuring prompt resolution and maintaining a high level of customer satisfaction.
- Worked closely with sales and operations departments to address customer concerns and ensure a seamless customer experience.
- Utilized data analysis to identify trends and implement process improvements, leading to a 10% increase in customer satisfaction scores.
Customer Service Representative
First Advantage
Sandy Springs, Georgia
01.2015 - 01.2018
- Handled a high volume of incoming calls in a fast paced environment, addressing inquiries, resolving issues, and providing information about products and services, resulting in a customer satisfaction rating of 95%.
- Actively listened to customer concerns and prioritized appropriate solutions, resulting in a 20% decrease in customer complaints.
- Maintained accurate and detailed records of customer interactions and transactions, ensuring up-to-date and easily accessible information for future reference.
- Participated in regular training sessions to stay updated on product knowledge and industry compliance practices, resulting in a 10% increase in customer satisfaction scores.
Technical Support Specialist
NCR
Alpharetta, Georgia
01.2014 - 01.2015
- Diagnosed and resolved technical problems efficiently, minimizing downtime and reducing average resolution time by 20%.
- Documented all customer interactions and resolutions in a detailed and organized manner, maintaining accurate records for future reference.
- Analyzed complex technical issues and devised innovative solutions, resulting in a 25% reduction in escalations to higher-level support.
- Collaborated closely with cross-functional teams, including developers and engineers, to escalate and resolve complex technical issues, ensuring timely resolution for customers.
Technical Support Specialist
AppleOne
Atlanta, Georgia
01.2012 - 01.2014
- Escalated complex issues to senior technicians or appropriate departments for timely and effective resolution.
- Stayed updated on latest product features and technical knowledge through training sessions, workshops, and independent research.
- Collaborated with technical support team to share knowledge and best practices, addressing common challenges and finding innovative solutions.
- Delivered exceptional customer service by conducting interactions in a professional and friendly manner, demonstrating empathy and patience.
Education
Bachelor of Science - Criminal Justice
North Carolina Agricultural and Technical State University
Greensboro, North Carolina, USAMaster of Technology - Digital Forensics
Capella University
Minnesota, USASkills
- Productivity Software Applications: Google Suite, Jira, Zoom, Salesforce, Microsoft Suite, Confluence, ChurnZero, Sharepoint
- Customer relationship management
- Data analysis
- Customer success strategy
- Onboarding processes
- Client advocacy
- Cross-department collaboration
- Service delivery improvement
- Conflict resolution
- Time management
- Continuous improvement initiatives
- Team leadership
Certification
- Problem Solving Techniques, LinkedIn Learning, 2023
- How to Be More Strategic in Six Steps, LinkedIn Learning, 2023
- Technical Writing, LinkedIn Learning, 2023
Community Service
Boys and Girls Club, Volunteer Coordinator, Charlotte, North Carolina, USA, 2020, 2022
Timeline
Customer Success Manager
ePlus Technology Inc.
03.2023 - Current
Customer Success Director
First Advantage
01.2021 - 01.2023
Customer Success Analyst
First Advantage
01.2021 - 01.2020
Customer Service Team Lead
First Advantage
01.2018 - 01.2020
Customer Service Representative
First Advantage
01.2015 - 01.2018
Technical Support Specialist
NCR
01.2014 - 01.2015
Technical Support Specialist
AppleOne
01.2012 - 01.2014
Bachelor of Science - Criminal Justice
North Carolina Agricultural and Technical State University
Master of Technology - Digital Forensics
Capella University