Khia Andrews
Chicago,IL
Overview
9
9
years of professional experience
Work History
Customer Success Associate
Garrett Popcorn Shops
11.2022 - Current
- Developed strong relationships with clients to understand their unique needs to provide them with a tailored experience.
- Maintained a deep understanding of vendor partner requirements to ensure full compliance with onboarding standards and contractual obligations.
- Processed orders, returns, and exchanges in an accurate and efficient manner.
- Coordinated with various departments to address shortages and mitigate business impacts.
- Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials.
Account Manager
Acquirent
07.2020 - 11.2022
- Facilitated onboarding activities for new clients, including contract negotiation, product demonstrations, and training sessions.
- Developed and executed detailed account plans, from prospecting and qualifying leads to closing deals, ensuring revenue targets were achieved and forecasts were met.
- Built rapport with clients through professional interactions, ensuring strong, ongoing business relationships.
- Contributed strategically to business development efforts, enhancing quality of client relationships.
- Analyzed sales data to enhance customer satisfaction and boost first-week engagement by 30%
Senior Customer Service Specialist
Groupon
10.2016 - 03.2020
- Resolved customer conflicts through negotiation and mediation, resulting in improved customer relationships.
- Provided compensation, refunds, or alternative solutions to enhance customer satisfaction and loyalty.
- Analyzed complex or high-priority concerns to ensure timely, efficient resolution.
- Followed established support processes and procedures to maintain consistency during customer interactions.
- Identified key client groups and tailored communication strategies to enhance engagement and awareness.
- Engaged with current and prospective customers by promptly responding to brand mentions and direct messages, fostering positive brand interactions.
- Monitored comments on all social media accounts and responded promptly to customer inquiries.
Education
Associate of Arts - Business Management
Arizona State University
Tempe, AZ01-2018
Skills
- CRM management
- Salesforce
- HubSpot
- Zendesk
- Customer retention
- Data analysis
- SaaS
- Netsuite
- Microsoft Office Suite
- Google Workspace
- Dropbox
Timeline
Customer Success Associate
Garrett Popcorn Shops
11.2022 - Current
Account Manager
Acquirent
07.2020 - 11.2022
Senior Customer Service Specialist
Groupon
10.2016 - 03.2020
Associate of Arts - Business Management
Arizona State University