LaKeisha Upton
Customer Success Manager
Fairfield,US
Summary
Results-driven Senior Customer Service Specialist and Account Manager with over 15 years of experience in wine, logistics, customer service, and telecommunications. Proven expertise in client relationship management, operational optimization, and escalation resolution. Skilled in client training, inventory management, and cross-functional collaboration to enhance service delivery.
Overview
19
19
years of professional experience
Work History
Senior Customer Service Representative/Club Coordinator
Wineshipping, LLC
08.2024 - Current
- Provided elevated customer support, resolving escalated issues and cultivating strong member relationships.
- Managed all aspects of wine club shipments, including processing orders, generating labels, and ensuring timely dispatch.
- Oversaw inventory allocation for club wines, ensuring accurate product reservation and shipment.
- Engaged in weekly and Bi-weekly client meetings to ensure inventory and collateral in place for upcoming Clubs.
- Resolved complex delivery issues and re-shipments with carriers, meticulously tracking all resolutions.
- Mentored junior representatives and contributed to process improvements, enhancing team efficiency.
- Acted as a key liaison between club members and internal departments to align needs and ensure satisfaction.
- Collaborated cross-functionally to ensure seamless client satisfaction and club process efficiency.
Account Manager
Wineshipping, LLC
11.2021 - 01.2024
- Managed a portfolio of winery accounts, ensuring accurate inventory tracking and rate card maintenance.
- Resolved complex customer service escalations by collaborating with internal teams to provide timely solutions.
- Assisted clients with wine club releases, special projects, and operational requests to meet business needs.
- Conducted training sessions for clients on new systems, driving smooth adoption and process efficiency.
- Monitored daily client activity to proactively address potential issues and enhance service levels.
Customer Service Representative
WineShop At Home
10.2015 - 11.2021
- Delivered high-touch customer service via phone, email, and chat, supporting order placement and commission inquiries.
- Spearheaded the implementation of Zendesk chat functionality, significantly enhancing customer communication efficiency.
- Created and optimized business processes for returns tracking and FedEx/ UPS recovery, reducing processing delays.
- Served as a Subject Matter Expert (SME) for quality assurance projects and operational workflows.
- Assisted in training and onboarding new hires, fostering a culture of continuous learning.
Customer Support Specialist
One Legal, LLC
01.2010 - 01.2015
- Managed customer inquiries and order processing across multiple communication channels.
- Maintained customer account accuracy, ensuring secure and up-to-date information.
- Maintained and stayed up to date on basic court laws and terminology to ensure attorneys and paralegals documents were filed without error or delay.
- Collaborated with cross-functional teams to streamline service delivery and enhance client satisfaction.
- Trained new hires and developed onboarding materials for smooth team integration.
Customer Service Representative
Comcast
01.2007 - 01.2010
- Assisted customers with billing inquiries, payments, and troubleshooting via inbound calls.
- Consistently met and exceeded KPI targets, improving customer retention and service satisfaction.
- Supported team training and development, contributing to overall team performance improvements.
- Point of contact for sales team and technicians in the field activating and reactivating clients services.
Education
High School Diploma - undefined
Pittsburg High School
Skills
Relationship Management
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Customer Service Representative/Club Coordinator
Wineshipping, LLC
08.2024 - Current
Account Manager
Wineshipping, LLC
11.2021 - 01.2024
Customer Service Representative
WineShop At Home
10.2015 - 11.2021
Customer Support Specialist
One Legal, LLC
01.2010 - 01.2015
Customer Service Representative
Comcast
01.2007 - 01.2010
High School Diploma - undefined
Pittsburg High School
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