Khia Andrews
Chicago,IL
Overview
10
10
years of professional experience
Work History
Customer Success Associate
Garrett Popcorn Shops
Chicago, IL
10.2022 - Current
- Managed client relationships and supported successful onboarding programs through structured communication, training, and account coordination.
- Developed and maintained account plans to track goals, performance metrics, and client engagement strategies.
- Gathered and analyzed client feedback to identify trends, improve processes, and increase customer satisfaction.
- Coordinated with internal teams and external stakeholders to ensure alignment on priorities, deliverables, and timelines.
- Created presentations, reports, and client updates to communicate progress, outcomes, and opportunities for improvement.
- Used CRM systems to maintain accurate client information and support data-driven decision-making.
- Implemented a bi-monthly customer survey to track customer feedback, leading to improved service levels and higher satisfaction ratings.
- Identified upsell opportunities and delivered customized proposals that resulted in quarterly revenue being increased by 10%
Account Manager
Acquirent
Chicago, IL
06.2020 - 10.2022
- Managed client relationships and supported successful onboarding programs through structured communication, training, and account coordination.
- Developed and maintained account plans to track goals, performance metrics, and client engagement strategies.
- Gathered and analyzed client feedback to identify trends, improve processes, and increase customer satisfaction.
- Coordinated with internal teams and external stakeholders to ensure alignment on priorities, deliverables, and timelines.
- Created presentations, reports, and client updates to communicate progress, outcomes, and opportunities for improvement.
- Used CRM systems to maintain accurate client information and support data-driven decision-making.
- Implemented a customer onboarding training structure that resulted in a 15% increase in first week engagement.
Senior Customer Service Specialist
Groupon
Chicago, IL
09.2016 - 02.2020
- Resolved customer conflicts through negotiation and mediation, resulting in improved customer relationships.
- Analyzed complex or high-priority concerns to ensure timely, efficient resolution and maintained a 95% CSAT rating.
- Managed high-volume customer communications across email, chat, and social media channels while maintaining a 95% customer satisfaction rating.
- Monitored customer feedback, brand mentions, and online interactions to identify engagement trends and improve communication strategies.
- Developed customer-focused messaging and solutions to strengthen trust, retention, and brand relationships.
- Analyzed customer concerns and behavioral trends to provide insights that supported operational improvements.
- Followed and improved support processes by creating a knowledge base to create consistent, efficient communication experiences.
Education
Associate of Arts - Business Management
Arizona State University
Tempe, AZ05-2018
Skills
- CRM management
- Salesforce
- HubSpot
- Zendesk
- Customer retention
- Data analysis
- SaaS
- Netsuite
- Microsoft Office Suite
- Google Workspace
- Social Media Engagement
Timeline
Customer Success Associate
Garrett Popcorn Shops
10.2022 - Current
Account Manager
Acquirent
06.2020 - 10.2022
Senior Customer Service Specialist
Groupon
09.2016 - 02.2020
Associate of Arts - Business Management
Arizona State University