Kyndra Harris
Summary
Detail-oriented manager with proven leadership abilities and extensive experience in client success within marketing and tech industries. Passionate about optimizing strategies to enhance client relationships and drive positive business outcomes. Committed to leveraging data-driven insights to improve satisfaction and streamline processes.
Overview
9
9
years of professional experience
Work History
Merchant Success Director
Groupon
08.2022 - Current
- Manage 300+ top merchant accounts, optimizing client interactions and ensuring satisfaction.
- Onboard new and existing merchants to online platforms and booking systems, enhancing the client experience.
- Present data-driven quarterly business reviews to merchants and stakeholders, focusing on performance and goal setting.
- Maintain productive relationships with clients and cross-departmental personnel to support business objectives.
- Collaborate with cross-functional teams to approve, process, or deny customer refund requests.
- Train new team members on best practices for merchant onboarding and relationship management.
- Provide expert knowledge and support for 6 Account Executives and 7 Business Development representatives throughout their books of business.
- Correct, edit, and optimize merchant promotional campaigns for maximum effectiveness on the Groupon site.
Merchant Success Manager
Groupon
09.2020 - 08.2022
- Supported 3 Account Directors in providing tools for success to Health and Beauty merchants.
- Gathered merchant feedback and delivered solutions to enhance campaign performance and client satisfaction by 10%.
- Educated merchants on new features and maintained accurate account information to ensure quality service.
- Developed strategic plans by assessing areas needing improvement to drive better client outcomes for 250+ accounts.
Senior Account Manager
Groupon
10.2019 - 09.2020
- Trained and mentored 13 Merchant Support representatives on performance-oriented strategies.
- Developed a successful onboarding program for new hires, achieving a 92% graduation rate.
- Provided full support to a portfolio of 10 franchise locations across North America.
- Handled escalated client inquiries by effectively resolving issues to maintain positive relationships.
Account Manager
Groupon
11.2018 - 09.2019
- Pitched campaign structures to merchants, emphasizing benefits to increase sales and client engagement.
- Managed communications between account holders and various departments to facilitate collaboration.
- Serviced approximately 60 inbound client calls daily, addressing inquiries and resolving issues.
- Identified competitive threats and proposed proactive solutions to enhance campaign effectiveness.
Account Manager
Snap-On Tools Credit
11.2017 - 10.2018
- Managed a book of 60+ franchises in the Pennsylvania region.
- Completed over 70+ calls per day to account holders in delinquent status.
- Created and distributed weekly collection/"get" lists for franchise owners to reference during their daily stops.
- Approved and denied credit requests for clients looking to finance additional tools and equipment.
- Scheduled follow-up calls with clients to collect payments.
- Communicated with franchise owners to work out payment schedule for clients in delinquent status.
Associate Account Manager
Snap-On Tools Credit
05.2017 - 11.2017
- Completed over 100 daily collections calls to clients in delinquent status.
- Supported 13 Account Managers and the franchises in their respective regions.
- Ensured monthly goals were met.
- Brought down delinquent amounts by 3% each quarter.
Education
Bachelor of Arts - Communications & Journalism
Western Illinois University
Macomb, IL05.2017
Skills
- Customer success management
- Claude AI
- Interpersonal relationships
- Superior organizational skills
- Problem-solving
- Collaborative team player
- Verbal and written communication
- Salesforce & Tableau
- Critical thinking
- Client relationship management
Timeline
Merchant Success Director
Groupon
08.2022 - Current
Merchant Success Manager
Groupon
09.2020 - 08.2022
Senior Account Manager
Groupon
10.2019 - 09.2020
Account Manager
Groupon
11.2018 - 09.2019
Account Manager
Snap-On Tools Credit
11.2017 - 10.2018
Associate Account Manager
Snap-On Tools Credit
05.2017 - 11.2017
Bachelor of Arts - Communications & Journalism
Western Illinois University