Lawren Forrester
Baltimore,MD
Summary
Dynamic Customer Success Specialist with a proven track record at Corporation Service Company, excelling in strategic planning and customer relationship management. Leveraged data analysis to enhance client satisfaction, achieving a 15% increase in customer lifetime value. Passionate about fostering strong client partnerships and driving product adoption through effective communication and tailored solutions.
Overview
9
9
years of professional experience
Work History
Customer Success Specialist
Veridikal
Westport, Connecticut
06.2024 - Current
- Managed customer inquiries through phone and email channels efficiently.
- Facilitated onboarding processes for new clients and ensured smooth transitions.
- Collaborated with cross-functional teams to resolve customer issues promptly.
- Designed training materials to enhance customer understanding of products.
- Developed and maintained strong relationships with key client accounts.
- Maintained detailed records of customer interactions within CRM system.
- Analyzed usage data to detect trends and identify opportunities for upselling and cross-selling products and services.
Client Service Representative
Corporation Service Company
Baltimore, MD
01.2024 - 01.2025
- Research, analyze, review, and process legal documents
- Maintain and grow existing customer business by providing outstanding service and offering appropriate services
- Fulfill requests and answer questions for internal and external customers via phone or electronically
- Provide excellent customer service to both internal and external clients
- Manage customer portfolios and organize workflow to meet customers' time frames and demands
- Data entry of client information, electronic filing, and retrieval of documents
Data Analytics Intern
CareJourney
Arlington, VA
08.2022 - 08.2023
- Conducted in-depth analysis of large datasets using statistical methods and machine learning algorithms.
- Developed and maintained automated dashboards for key performance indicators (KPIs), resulting in improved visibility and decision-making.
- Collaborated with cross-functional teams to understand business requirements and deliver data-driven solutions.
- Identified trends and patterns through data mining, contributing to strategic planning and business optimization.
- Presented findings and actionable insights to stakeholders through clear and compelling data visualizations.
Customer Success Manager
Pharmscript Pharmacy
Lenexa, KS
08.2020 - 08.2022
- Successfully managed a portfolio of key accounts, ensuring high levels of customer satisfaction and retention.
- Collaborated with clients to understand their business goals and aligned our solutions to meet their needs.
- Conducted regular check-ins to assess customer satisfaction, gather feedback, and identify opportunities for upsell.
- Developed and executed customer success plans, resulting in a 15% increase in customer lifetime value.
- Worked cross-functionally with sales, marketing, and product teams to drive customer success initiatives.
Pharmacy Technician, Customer Service Specialist
Pharmscript Pharmacy
Lenexa, KS
08.2018 - 08.2020
- Onboarded new clients, providing comprehensive training on product features and functionalities.
- Acted as the primary point of contact for customer inquiries, resolving issues promptly to ensure customer satisfaction.
- Monitored customer usage data and identified opportunities for product adoption and expansion.
- Collaborated with the product development team to advocate for customer needs and provide input for product enhancements.
Pharmacy Technician, Customer Success Associate
AlixaRx
Lenexa, KS
01.2017 - 08.2020
- Assisted in onboarding new clients, providing initial training on product features and functionalities.
- Acted as a key support contact for customer inquiries, ensuring prompt issue resolution and maintaining high satisfaction levels.
- Collaborated with the Customer Success team to monitor customer usage data and identify opportunities for product adoption.
- Contributed to the development of customer success materials and documentation.
Education
Chemistry -
University of Missouri - Kansas City
Kansas City12.2022
Business -
Johnson County Community College
Overland Park05.2020
Skills
- SaaS
- Strategic planning
- Data analysis
- Customer relationship management
- Technical communication
- Salesforce
- Microsoft Office
- Account management
- Data visualization
Timeline
Customer Success Specialist
Veridikal
06.2024 - Current
Client Service Representative
Corporation Service Company
01.2024 - 01.2025
Data Analytics Intern
CareJourney
08.2022 - 08.2023
Customer Success Manager
Pharmscript Pharmacy
08.2020 - 08.2022
Pharmacy Technician, Customer Service Specialist
Pharmscript Pharmacy
08.2018 - 08.2020
Pharmacy Technician, Customer Success Associate
AlixaRx
01.2017 - 08.2020
Chemistry -
University of Missouri - Kansas City
Business -
Johnson County Community College
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