Lavell Maize
CROWLEY,TX
Summary
Enthusiastic Customer Success Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities along with customer centricity. Proven experience in reducing customer churn through understanding client needs and use of products, collaborating with customer support to understand and address customer concerns. Educating customers in ways to increase profitability through available products and services.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Henry Schein One
Arlington, TX
11.2015 - Current
- Responsible for the overall health and increasing retention of Patient assigned accounts
- Onboard accounts, proactively reach out to improve health based on business triggers, conduct quarterly/annual business reviews, and maintain a creditable and healthy relationship with the customer
- coordinating software installs, training the customer on the product, ensure product adoption/usage, and provide ongoing support as their primary point of contact
- Monitor customer’s ongoing health scores and product utilization to proactively engage customers to prevent attrition and ensure customer satisfaction with product and services
- Handle escalated customers with a high level of professionalism and tact
- Work with units to conduct a business review, develop resolution plans, and align internal resources to resolution
- Maintain a thorough understanding of, and be prepared to report on, all assigned customers in terms of opportunities, current issues, and likelihood of renewal
- Drove customer escalations to resolution by engaging directly with clients.
- Trained staff on customer service best practices and protocols to maximize efficiency and improve customer satisfaction.
- Prepared documentation, reports and logs to identify and manage technical issues and support process driven activities.
- Trained and mentored new team members to meet productivity, CSAT, NPS goals while delivering friendly customer service.
- Supported senior leadership by delivering status and performance reports for continuous improvement.
Customer Support Supervisor
Ace Cash Express Corporate HQ
Irving, TX
07.2013 - 11.2015
- Directed 20 to 25 customer support team members and leveraged data analytics to identify areas of improvement and accountability.
- Identified and resolved customer service and product control issues to minimize adverse effects to management and business direction.
- Supported senior leadership by delivering status and performance reports for continuous improvement
- Created operational protocols and customer service processes to improve staff performance.
- Reviewed and resolved contact specialist issues to diminish customer product discrepancies
- Ensured scheduled employees available for shift to maintain optimal staff coverage resulting in increased productivity.
Education
Bachelor of Science - Psychology
University of Houston - Victoria
Victoria, TX09.2015
Skills
- Work Planning and Prioritization
- Complex Problem Solving
- Problem Resolution
- Teamwork and Collaboration
- Verbal and Written Communication
- Team Building
- Performance Evaluations
- Hiring and Training
- Employee Coaching and Motivation
- Performance Tracking and Evaluation
- Team Leadership
- Onboarding and Orientation
- Account Management
- Customer Relationship Management
- Process Improvement
- Decision Making
- Documentation and Reporting
- Managing Operations and Efficiency
- Proficient in Salesforce, Sequel, Workforce, Workday, Calabrio, Bomgar, Microsoft Office Suite
- Interpersonal Relations
- Time Management
- SaaS
Certification
- Licensed Notary
- Licensed ALL LINES Adjuster
Timeline
Customer Success Manager
Henry Schein One
11.2015 - Current
Customer Support Supervisor
Ace Cash Express Corporate HQ
07.2013 - 11.2015
Bachelor of Science - Psychology
University of Houston - Victoria
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