Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency with a proactive approach. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
ShiftMed
10.2022 - 07.2024
Problem solved for complex management accounts with proactive approach
Developed strong business relationships to learn how to handle all customers business needs
Had best retention rate in entire company 95%
Increased customer growth by maximizing company value with attention to detail
Revenue over 10 million in upsells number 1 in company
Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
Served as primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
Customer Success Manager
Lumen Technologies
10.2020 - 10.2022
Constructed and implement detail-oriented customer success plans to learn customer goals and create upsell opportunities number 2 in the company
Sales revenue upsells over 25 million top 10 in company
Building value-based relationships to optimize CSP plans and strengthen customer trust by active listening
Conducted regular account reviews and gather customer insights to accelerate future growth opportunities
Nurtured long-term partnership by maintaining open lines of communication, showing empathy, and providing consistent support
Flexibility to assisted customers with onboarding and product setup to foster successful adoption and have confidence in usage of products
Established strong relationships with key customers, resulting in increased customer loyalty.
Senior Enterprise Account Manager
Lumen Technologies
05.2019 - 10.2020
Responsible for developing enterprise sales in the designated target markets by identifying new sales opportunities
Top 5 in the entire company with new sales logo
After winning new business, manage customer relationships to gain strategic positioning with decisions makers, retain existing revenue and obtain additional business
Developed and implement sales plans that provided clearly defined strategies, tactics, and timeframes to maximize revenue
Exceeded 12k quota weekly goal
Average revenue sold per week $14,778 using variety of sales strategies and marketing strategies
Led regular stakeholder meetings to review progress against goals, address challenges, and celebrate successes, fostering strong partnerships with key accounts.
Collaborated with cross-functional teams to deliver customized solutions that met client requirements and exceeded expectations.
Optimized resource allocation across the portfolio through diligent monitoring of project timelines leading to higher customer satisfaction rates.
Developed long-term relationships with clients, resulting in increased account retention and expansion.
Conducted quarterly business reviews to assess client satisfaction levels, identify areas for improvement, and formulate strategies for continued success.
Enterprise Acquisition Sales Executive
Lumen Technologies
03.2018 - 05.2019
Used action plans to closed new logo opportunities number 1 in the region and number 1 in lead generation using SAAS
Had over 100 new logo sales in one year
Exceeded weekly sales $6,000 quota. Average sales $7,894 per week deal closing
Collaboration with field sales representatives to open new accounts and grow revenue. Number 1 in the region
Achieved sales goals and service targets by cultivating and securing new customer relationships using social media as a main tactic
Researched sales opportunities and possible leads to exceed sales goals and increase profits.
Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies and a flawless sales presentation
Analyzed sales data regularly to monitor progress towards goals and make necessary adjustments to strategy as needed.
Account Executive, Enterprise
Sprint Corporation
06.2016 - 02.2018
Developed strong customer relationships to sell products and services, prospecting, cold-calling, networking, and generating leads through referrals. Top 10 in entire company
Responsible for both new logo growth and retention of the active account base using multi-tasking abilities
Fully utilized all Salesforce's tools for funnel management and other CRM's tools
Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
Qualified leads, built relationships and executed sales strategies to drive new business.
Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
Logistics Broker
Total Quality Logistics
03.2015 - 06.2016
Managed 40-50 loads ensured BOL documentation is correct and all compliance are follow
Made calls to establish relationships and build a strong book of business. Had the fastest growing average book of business in the Region. 1-2 new customers per week
Implemented an effective freight audit system to ensure accurate billing and prevent overcharges.
Managed a diverse portfolio of clients, proactively addressing their unique shipping requirements and challenges.
Built long-lasting partnerships with key industry stakeholders, fostering collaboration for mutual benefit in the logistics space.
Boosted internal productivity by streamlining communication channels among team members and introducing time-saving tools.
Streamlined warehouse processes for improved inventory management and order fulfillment accuracy.
Reduced transportation costs through strategic carrier negotiations and volume discounts.
Sales Management Trainee
Truly Nolen Pest Control
02.2013 - 03.2015
Completed all assigned, technical and management training programs. Over 50 training programs completed.
Ensured employees have all the tools necessary to perform their jobs satisfactorily
Streamlined communication processes within the sales team for better efficiency and collaboration.
Utilized data analysis tools to identify trends, opportunities, and challenges in the market for strategic decision making.
Spearheaded special projects aimed at improving overall team performance and increasing revenue generation.
Assistant Sales Manager- Door to Door Manager
Scotts Miracle Gro Corporation
07.2009 - 02.2013
Had the number one team in the region. 19 sales reps. 27 totally markets
Communicated daily with Service Manager to set service expectations for customers
Prepared financial projections and develop a plan for achieving the goals set out in projections
Forecast quarterly goals. Team exceeded every goal. 107% for the year
Managed sales in line with budgeted financial performance
Resolved customer issues promptly, maintaining high levels of customer satisfaction and trust in the brand.
Trained new hires on product knowledge, enhancing their ability to sell confidently and successfully close deals.
Assisted sales team with completing customer transactions and managing issues.
Developed strong client relationships for repeat business and increased referrals.
Inside Sales and Door to Door Sales
Scotts Miracle Gro Corporation
11.2003 - 07.2009
Number 1 in the company cold call sales and top 3 in entire revenue sold. Over 1 million revenue sold
Top door to door salesman close rate 27%. Average close rate for company 9%. Revenue sold over $400,000
Top 10 in cross sells and upsells over $300,000 sold
Negotiated favorable contract terms with clients while maintaining company profitability requirements.
Supported trade shows or conferences as a representative of the organization''s inside sales team.
Built strong professional networks within target industries which led to valuable referrals or introductions.
Enhanced sales processes by analyzing performance data and identifying areas for improvement.
Collaborated with the marketing team to create engaging promotional materials that targeted specific customer segments.
College Inter- Marketing Rep
Isle Capri Casino
05.2001 - 08.2001
Built relationships with the high rollers club to increase company profits over 27% increase
Helped plan events and promotions
Created reports to track performance of marketing campaigns and suggest improvements.
Collaborated with cross-functional teams to create cohesive marketing strategies that aligned with company goals and objectives.
Responded to customer inquiries promptly and professionally to increase customer satisfaction.
Provided exceptional customer service at promotional events, fostering positive relationships with potential clients and partners.
Education
Bachelor's Degree - Business of Administration, Marketing Major Minor in Accounting
Mississippi State University
Starkville
05.2003
Skills
Data-driven decision-making
Upselling strategies
Relationship Management
Customer Advocacy
Onboarding Management
Account Management
Project Management
Data Analysis
Customer Retention
Time Management
Communication
CRM
Certification
Customer Success- Foundational
Cisco Customer Success Manager
Udemy's Customer Success Manager
Growth Molecules Success
AWS Certification
Gainsight Pulse
Salesforce Marketing Cloud Social
Cisco Routing and Sales Specialist
Timeline
Senior Customer Success Manager
ShiftMed
10.2022 - 07.2024
Customer Success Manager
Lumen Technologies
10.2020 - 10.2022
Senior Enterprise Account Manager
Lumen Technologies
05.2019 - 10.2020
Enterprise Acquisition Sales Executive
Lumen Technologies
03.2018 - 05.2019
Account Executive, Enterprise
Sprint Corporation
06.2016 - 02.2018
Logistics Broker
Total Quality Logistics
03.2015 - 06.2016
Sales Management Trainee
Truly Nolen Pest Control
02.2013 - 03.2015
Assistant Sales Manager- Door to Door Manager
Scotts Miracle Gro Corporation
07.2009 - 02.2013
Inside Sales and Door to Door Sales
Scotts Miracle Gro Corporation
11.2003 - 07.2009
College Inter- Marketing Rep
Isle Capri Casino
05.2001 - 08.2001
Bachelor's Degree - Business of Administration, Marketing Major Minor in Accounting
Mississippi State University
Customer Success- Foundational
Cisco Customer Success Manager
Udemy's Customer Success Manager
Growth Molecules Success
AWS Certification
Gainsight Pulse
Salesforce Marketing Cloud Social
Cisco Routing and Sales Specialist
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CELESTE PEREZCELESTE PEREZ
LICENSED VOCATIONAL NURSE at ShiftMedLICENSED VOCATIONAL NURSE at ShiftMed