Lexi Kubiak
Pflugerville,TX
Summary
Dynamic Client Success Manager offering driving revenue, growing market share and building highly profitable account bases for diverse organizations. Well-versed in establishing top-performing teams committed to surpassing business objectives in alignment with corporate mission. Skilled in enforcing adherence to policies, procedures and service standards. Dedicated to continuous delivery of top-quality products and services to clients.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Client success manager
Thrive NextGen Technology
2023.02 - Current
- Facilitated 40 on-boarding trainings providing educational resources and increasing customer utilization by 47%; while maintaining 260K records of existing clients
- Tracking health of accounts through customer satisfactory surveys, usage of application in while proactively building strong retention with zero account churn
- Exceptional communicator who builds trusting strategic partnerships meeting retention goals each quarter
- Acting as a escalation contact for service related issues, actively engaging internal cloud, network, or security operations while adhering to contractual service level averages.
Business Continuity and Planning
Farmers Insurance
2021.08 - 2023.01
- Leveraged technology solutions to improve emergency response capabilities, enhancing overall organizational readiness; resulting in a 35% increase in production.
- Streamlined internal processes for 25 P2 incidents leading to faster resolution times during unforeseen disruptions.
- Advocating for 13 internal business and 3 stakeholders while processing 256 schedule changes adhering to SLA performance.
- Facilitated over 50 conference calls, supporting emergency communications, preparing and distributing status updates, guiding decision-making and creating post-incident reports for internal and stakeholders
- Collaborating with Telephony to submit IVR changes during System Outages
- Conducted annual trainings and reviews to existing business continuity plans to ensure business recovery preparedness
- Generating Adhoc reports within IEX for tracking over 500 Farmer Insurance employees ensuring their compliance.
Help Desk Analysts
Farmers Insurance
2019.08 - 2021.08
- ASD Contributor: creating, editing, and publishing articles to assist with quick call resolutions leading to an overall 10% increase to first call resolution
- Actively answering calls while documenting all technical problems, causes and solutions within SNOW management system utilizing knowledge articles to aid all issues
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Logged support tickets and closed when issues were resolved.
Aviation Maintenance Administrator (AZ2)
United States Navy
2015.05 - 2019.05
- Security clearance
- Adhering to operating procedures conducting over 75+ safety checks ensuring the safety of crew members and structural integrity of military aircraft
- Responsible for forecasting whereabouts and overall training of 125 sailors daily
- Ensured proper instillation of cables, operating systems and software
- Strong attention to detail and upholding proper chain of command procedures.
- Maintained accuracy of 600K data while passing all Quality Assurance reviews.
- Safeguarded sensitive information by enforcing strict security protocols and monitoring access to critical files.
- Provided technical support to 115 pilots during pre-flight checks, helping identify any potential issues before takeoff.
- Implemented inventory control measures for aircraft parts and supplies, reducing costs and ensuring availability of necessary resources.
- Enhanced aircraft safety by conducting thorough maintenance inspections and addressing potential issues.
Correctional officer
Tarrant County Jail
2013.05 - 2015.04
- Communicated and enforce compliance with state and local laws while emphasizing company standards of professionalism and safety
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
- Patrolled facility and served as a general security presence and visible deterrent to crime and rule infractions
- Managed 200 inmates on a daily basis leading to successfully controlling operations to reduce internal incidents by 30%.
Smart circle marketing
JCJ Inc.
2012.09 - 2013.04
- (JCJ Inc.)- Corporate trainer
- Territory management skills in mapping routes for daily activity
- Professional client representative to over 15 subordinates
- Coordinated advertising and sales promotion programs for region.
Connect DFW
2012.07 - 2012.09
- Account manager
- Develop marketing and advertising strategies
- Facilitated pertinent product information according to the standards of the company
- Responsible for monitoring of all calls for quality assurance purposes.
Teaching Assistant
Children’s Courtyard
2008.06 - 2009.07
- Provided a safe and sterile environment to toddlers aging from 12-20 months
- Designed curriculum and lesson plans for active learning
- Supervised 13 children during various activities and ensured they did not fight, misbehave or harm themselves.
Education
Bachelor of Exercise Sports Science -
Texas State University
05.2012
Skills
- Leadership skills
- Creative problem solver
- Data Analytics
- Strategic planning
- Active listener
- Teachable mindset
- KPI Development and tracking through ServiceNow
- Strong ability to multi-task
- Client Engagement
Certification
- CJIS certified, Florida, 05/2024
- Service Desk Excellence Award, 07/2020, 12/2020
- GoogleIT Security Certification, 05/2019
Timeline
Client success manager
Thrive NextGen Technology
2023.02 - Current
Business Continuity and Planning
Farmers Insurance
2021.08 - 2023.01
Help Desk Analysts
Farmers Insurance
2019.08 - 2021.08
Aviation Maintenance Administrator (AZ2)
United States Navy
2015.05 - 2019.05
Correctional officer
Tarrant County Jail
2013.05 - 2015.04
Smart circle marketing
JCJ Inc.
2012.09 - 2013.04
Connect DFW
2012.07 - 2012.09
Teaching Assistant
Children’s Courtyard
2008.06 - 2009.07
Bachelor of Exercise Sports Science -
Texas State University
- CJIS certified, Florida, 05/2024
- Service Desk Excellence Award, 07/2020, 12/2020
- GoogleIT Security Certification, 05/2019
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