Summary
Overview
Work History
Education
Skills
Measurable Results
Technical Skills
Nominations
References
Timeline
Generic

Krista Teniente

Boerne,TX

Summary

Customer-focused professional with 7+ years of experience in customer support, troubleshooting, and technical issue resolution. Experienced in managing over 3,000 subscriptions and overseeing client relationships and employee performance across three multi-unit studios. As a Customer Success Manager, I am passionate about driving customer success, enhancing product adoption, and reducing churn. Adept at working cross-functionally with sales, product, and marketing teams to optimize the customer experience and deliver measurable ROI. Seeking to leverage my expertise to ensure customer success at Zendesk (www.zendesk.com).

Overview

8
8
years of professional experience

Work History

AREA & PROJECT MANAGER

Waxing The City
San Antonio, Texas
01.2024 - Current
  • Managed customer success for a portfolio of over 3000 subscriptions, improving customer retention and satisfaction.
  • Worked cross-functionally with sales, product, and marketing teams to drive customer engagement, resulting in a 20% increase in customer satisfaction scores.
  • Provided technical troubleshooting and product support, resolving 95% of issues within 24 hours, ensuring high customer satisfaction.
  • Developed and executed strategies for onboarding and product adoption, which led to a 25% increase in customer retention.
  • Collaborated with clients to build success plans, identifying KPIs, objectives, and milestones to ensure customer success.
  • Worked closely with executive-level stakeholders to drive expansion opportunities, increasing customer engagement by 15%.
  • Proactively analyzed product usage data to identify at-risk accounts, reducing churn by 40%.
  • Led regular business reviews with clients, providing insights and actionable recommendations to improve their product experience.

DISTRICT MANAGER

Waxing The City
San Antonio, Texas
06.2017 - 01.2024
  • Managed all customer support efforts across three multi-unit studios, ensuring timely and effective resolution of customer issues.
  • Led and trained a team of 25+ employees in customer success strategies, improving customer retention by 20%.
  • Managed troubleshooting and debugging efforts, reducing complaints by 40% and improving customer experience.
  • Delivered strategic guidance on marketing campaigns and customer engagement, leading to a 10% improvement in customer engagement.
  • Worked closely with senior leadership to prioritize customer-driven features and product improvements.
  • Advised clients on platform usage, driving product adoption and ensuring customers maximized their subscription value.
  • Maintained and analyzed data on customer performance and product usage to create targeted action plans for customer success.
  • Collaborated with cross-functional teams to streamline the customer support process, enhancing overall customer satisfaction.

Education

Bachelor of Arts - Sociology

University of Texas San Antonio
San Antonio
05-2025

Skills

  • Customer Success Management: Proven ability to build and foster relationships with clients, manage portfolios, and reduce churn
  • Cross-functional Collaboration: Worked with sales, product, engineering, and marketing teams to improve customer experience
  • SaaS Platforms: Expertise in using platforms such as Attentive to optimize customer engagement and product adoption
  • Technical Troubleshooting: Skilled in diagnosing and resolving technical issues, ensuring minimal disruptions to customer success
  • Data-Driven Insights: Proficient in analyzing product usage data and driving actions to improve engagement and reduce churn
  • Customer Retention: Experience in developing and executing strategies to increase customer retention and lifetime value
  • Product Adoption: Able to identify opportunities for expansion and encourage customers to adopt more product features
  • Leadership & Communication: Excellent interpersonal skills with the ability to engage with customers and internal teams at all levels

Measurable Results

  • Increased customer satisfaction scores by 20% by streamlining support processes and improving issue resolution time.
  • Resolved 95% of customer issues within 24 hours, enhancing customer trust and loyalty.
  • Improved customer retention by 25% through strategic advice on mobile marketing and email campaign best practices.
  • Increased customer engagement by 15% by delivering tailored solutions to improve platform usage.
  • Reduced churn by 40% by proactively identifying at-risk accounts and implementing retention strategies.

Technical Skills

  • Creative & Design Tools: Adobe Creative Suite (Photoshop, Illustrator, InDesign)
  • Project Management Tools: Monday.com, Smartsheet, Asana
  • Data Analysis Tools: Microsoft Excel, Tableau
  • Communication Tools: Slack, G Suite, Zoom
  • CRM Systems: Salesforce, Zendesk
  • Other Tools: Jira, Trello, Airtable

Nominations

  • Nominated as Manager of the Year out of 150+ studio locations, Nationwide

References

  • Lorrie Evans, COO: (903) 908-4787
  • Celest Knopf, CEO: (704) 904-7366
  • Avery Baggs, Operations Manager: (903) 949-4492

Timeline

AREA & PROJECT MANAGER

Waxing The City
01.2024 - Current

DISTRICT MANAGER

Waxing The City
06.2017 - 01.2024

Bachelor of Arts - Sociology

University of Texas San Antonio

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Krista Teniente