Overview
Work History
Education
Skills
Timeline
Generic

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, AZ
05-2018

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
Khia Andrews