Khamchaleuane Viengvilay
Customer Success Manager
Gainesville,Georgia
Summary
Actively seeking a position in SAAS customer success field, the finance, or administrative fields where I can apply my excellent communication and organizational skills. Excellent project management skills, strong ability to prioritize and multitask in a high-volume corporate environment, performs well under pressure. Strong proficiency with Microsoft Office Suite including Word, Excel, PowerPoint, Access, and Project with the ability to create meaningful presentations to convey compelling and complex ideas. Highly developed understanding of spreadsheets and database systems. Reliable, dependable, able to complete assigned duties on time, with the ability to take the initiative without requiring a lot of direction. Demonstrated ability to work at a high level of professionalism with the ability to communicate both orally and in writing at all levels of management.
My greatest ability is to focus on the ability to build strong relationships at all levels with our clients. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Friendly and outgoing to build key relationships through communication, customer success, and negotiation skills. Successfully leads and motivates teams to execute business opportunities and close sales in fast-paced environments with tight deadlines. Dedicated to building rapport and maintaining loyal customer relationships through understanding needs and creating individual solutions. Offering deep technical acumen with strong communication skills to help customers understand product offerings.
Overview
23
23
years of professional experience
1
1
year of post-secondary education
1
1
Language
Work History
Customer Success Manager
QModoAI
Atlanta, GA
02.2021 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Created customer support strategy to increase customer retention.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits.
- 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.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Gained customer acceptance by demonstrating cost reductions and operations improvements.
- Contributes to sales engineering effectiveness by identifying short-term and long-range issues and recommending courses of action.
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
- Maintained energy and enthusiasm in fast-paced environment.
- Developed team communications and information for meetings.
- Identified issues, analyzed information and provided solutions to problems.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Member Service Supervisor
Universal Health Fellowship
Alpharetta, GA
01.2020 - 01.2022
- My duties include overseeing a team of 15 customer service agents at Premier Administrative Solutions, a third party vendor we outsource our customer service, billing, and claims processing to, ensuring our members receive excellent service in a timely fashion
- Other duties include: responding to members and providers’ chats and phone calls; handling escalation matters from medical providers and members; and reviewing/executing refund requests for members who decide they do not wish to remain with UHS programs
- Manage a team of four that supports 4,000+ Sales reps from six sales channels
- Created training decks for sales reps detailing usage of our agent portal
- Clarify questions regarding UHS programs
- Troubleshoot agent app issues that arise
- Support Caryn Health CRO to train the sales team
- Created syllabus and properly trained twelve interns for Caryn Health over a four month period
- I created the training process interns use, including the detailed “how to answer calls” script for the customer activation team
- Taught “critical thinking” concepts to resolve member issues
- Actively collect, diagnose, and resolve all escalations matters as they arise.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
Payroll Manager
10.2014 - 09.2018
- Managed payroll staff by providing leadership, direction, coaching, cross trained personnel and development to encourage them to perform with excellence
- Processed payroll for 500 corporate staff, non-corporate and 1099 contractors in 37 U.S
- Including Puerto Rico
- On-going management of the Pay Matrix (Kronos) payroll & time keeping system including paid time-off accrual processes
- Provided payroll reports ad hoc to executive and senior management and auditors
Program Manager
Caduceus Healthcare Inc.
Atlanta, GA
09.2018 - 06.2019
- Matched business customers with talented candidates ideal for short- and long-term positions.
- Pursued every opportunity to increase staffing program success, from initial onboarding through continued positive employee relations and communication strategies.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Created business culture focused on developing and retaining high-quality employees.
- Monitored staff activities to quickly identify and correct any costly, unsafe or inappropriate behaviors.
- Provided staff with support and training to achieve top client satisfaction.
- Liaised between executives and lower level employees to enforce policies and convey feedback.
- Advised senior managers about employee-related issues and identifiable workforce trends.
- Coordinated work with the HR team developing processes with the HR team to minimize payroll errors of Translating directives into actionable policies and backing up teams facing operational challenges.
Operations Manager | Branch Manager
Kingsada Group/Mid-Atlantic Capital
Atlanta, GA
10.2004 - 06.2010
- Hired and trained loan officers and processors
- Audited active and closed files in compliance with the Department of Banking and Finance
- Examined subject properties title documents for liens, errors, and resolved all issues
- Coordinated with lenders, clients, closing attorney, real estate agents, and all necessary parties involved in the loan process from inception through loan closing
- Maintained pipeline of 25+ loans per month
- Closed between 75-100 loans monthly
- Extensive experience with FHA, VA, and Conventional loan guidelines
- Proficient with AUS, DU, and LP Software
Real Estate Agent
Maxim Realty
Norcross, GA
05.2011 - 07.2014
- Obtained GA Real Estate License, Maintained prospective client list
- Managed “Under Contract” list and documents for closings
- Proficient with FMLS and GMLS websites
- Actively pursued continuing education, 3-5 hours per month
Office Manager
Central Florida Auto Group
Lawrenceville, GA
06.2010 - 07.2014
- Managed all accounts payables and receivables
- Managed payroll for 10+ employees
- Interviewed all prospective new hires
- Coordinated all business travel and sales trips for CEO
Loan Processor | Office Manger
Jefferson Mortgage Corp., Inc
Norcross, GA
03.2002 - 10.2004
- Analyzed and recorded all incoming documents for any fraudulent information, compliance requests, and loan eligibility, when required, obtained missing documentation from relevant parties
- Coordinated with lenders, clients, closing attorney, real estate agents, and all necessary parties involved in the loan process from inception through loan closing
- Set up and maintained all loan processing files onto Calyx Software
- Maintained pipeline of 25+ loans per month
- Prepared and analyzed final Loan Transmittal Summary Submission sheets along with all required supporting documents to lenders/banks for underwriting
- Audited closed files for compliance with Department of Banking and Finance
Education
Technical Vocational Institute
01.1993 - 01.1994
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McLane High School
Skills
Brand enhancements
Key accounts development
Staff mentoring & leadership
Strategic communications
Client service optimization
Customer Relations
Revenue growth
Inter-department collaboration
Schedule Management
Team Building
Research and due diligence
Business Development
Account updates
Training and mentoring
Requirements management
Technical consulting
Lifecycle management
Field consulting
Needs analysis
Timeline
Customer Success Manager
QModoAI
02.2021 - Current
Member Service Supervisor
Universal Health Fellowship
01.2020 - 01.2022
Program Manager
Caduceus Healthcare Inc.
09.2018 - 06.2019
Payroll Manager
10.2014 - 09.2018
Real Estate Agent
Maxim Realty
05.2011 - 07.2014
Office Manager
Central Florida Auto Group
06.2010 - 07.2014
Operations Manager | Branch Manager
Kingsada Group/Mid-Atlantic Capital
10.2004 - 06.2010
Loan Processor | Office Manger
Jefferson Mortgage Corp., Inc
03.2002 - 10.2004
Technical Vocational Institute
01.1993 - 01.1994
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McLane High School