Customer Success Experience
Lauren Chin- Bates
Director
Union,NJ
Summary
Goal-oriented manager with distinguished experience in the fashion, tech, and non-profit industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Offering engaging and pleasant personality with expertise improving customer relationships. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
10
10
Accounts Management
10
10
Sales
15
15
Fashion Industry
Work History
Director, Member Experience
Sky’s The Limit
Oakland, AR
02.2023 - Current
- Managed over 25 customer calls and engagement per day
- Established departmental performance goals and provided feedback for underperforming areas.
- Managed revenue models, process flows, operations support and customer engagement strategies.
Senior Account Manager
Sky’s The Limit
Oakland, CA
01.2022 - Current
- Recognized as top account manager for 2022
- Managed 4 partnerships accounts like Accenture, HP, PNC Bank, and CVC Capital throughout United States and UK, totaling annual revenue of $4 million dollars
- Increased ROI of partnership accounts resulting in incremental upsell opportunities worth $500K.
- Read and prioritized leads and delegated potential new sales to junior account managers.
- Created training program for lower-level employees to increase sales and customer satisfaction.
- Prepared sales presentations for clients to illustrate value of product, success, and tailor call-to-action.
Member Experience Manager
Sky’s The Limit
Oakland, CA
10.2021 - Current
- Managed over 50 customer calls per day.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Implemented systems and procedures to increase sales.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Saved accounts by turning around unsatisfied clients through smooth communication of products features and support services.
Reservation Sales Agent
Sage Hospitality
Asbury Park, NJ
08.2019 - 10.2021
- Handled reservations and answered questions from interested patrons for 4 different boutique hotels.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Sales Representative
Small Business Expo
New York, NY
03.2017 - 03.2019
- Increased sales by 20%.
- Developed and delivered engaging sales presentations to convey product benefits.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Managed revenue models, process flows, operations support and customer engagement strategies.
Education
Associates For Fashion Design - Fashion Design
Fashion Institute of Technology
New York, NY07.2005
Bachelor of Business Administration - International Business
West Virginia University
Morgantown, WV05.2003
Skills
- Profit and Revenue-Generating Strategies
- Prospecting Skills
- Sales Expertise
- Customer Retention Abilities
- Sales Process
- Time Management
- Coaching and Mentoring
- Product and Service Management
- Key Performance Indicators (KPI)Product Knowledge
- Business Development
- Issue Resolution
- CRM Software
- Customer Needs Assessments
- Exceptional Multitasking Skills
- Nonprofit Communications
- Process Improvement
- Effective Project Management
- Preparing Proposals
- Customer Service and Assistance
Timeline
Director, Member Experience
Sky’s The Limit
02.2023 - Current
Senior Account Manager
Sky’s The Limit
01.2022 - Current
Member Experience Manager
Sky’s The Limit
10.2021 - Current
Reservation Sales Agent
Sage Hospitality
08.2019 - 10.2021
Sales Representative
Small Business Expo
03.2017 - 03.2019
Associates For Fashion Design - Fashion Design
Fashion Institute of Technology
Bachelor of Business Administration - International Business
West Virginia University
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