Makayla Paasch
Harrisburg,SD
Summary
Successful Customer Executive with over 8 years of demonstrated ability in delivering mission-critical results. Offering outstanding communication and cross-cultural team management skills. Entrepreneurial attitude for optimal profitability. Ambitious team leader adept at creating strategic alliances with organizational leaders and effectively aligning with and supporting key business initiatives.
Overview
8
8
years of professional experience
Work History
Customer Success Executive
Fliplet
09.2022 - Current
- Creating and reviewing customer satisfaction surveys that increased customer retention by 12%.
- Coached, motivated, and counseled direct reports including administering disciplinary action if necessary.
- Consistently track KPIs and identify key drivers for what is affecting metrics.
- Ensured adherence to processes methodologies to maximize performance and productivity.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Custom Success Manager
Bluestem
09.2021 - 09.2022
- Boosted customer satisfaction by implementing personalized success strategies and maintaining open communication channels.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Mitigated potential account attrition risks by addressing concerns proactively and collaborating with stakeholders to develop action plans.
- Conducted regular business reviews with clients to assess progress towards goals, offering strategic recommendations as needed.
Senior Quality Assurance Analyst
Ontrak
10.2019 - 07.2021
- Recommended process changes to Senior Leadership based on observation of the Customer Success Team.
- Recruited, and trained new team members ensuring they followed polices and practices.
- Monitored daily activities and built reports based on metrics to provide areas of improvement.
- Created team resources and materials that outlined correct processes and procedures.
Quality Assurance Supervisor
Noridian Healthcare Solutions
01.2016 - 09.2019
- Monitor call center performance as I grade calls in quality assurance, and provide feedback to direct reports.
- Protects the confidentiality of customers by following all requirements and HIPAA privacy laws and follow CMS guidelines.
- Promoted adherence to quality standards by educating personnel on quality control.
- Provided development team with insights and recommendations on medical billing softwear usability and functionality by reviewing and analyzing internal data.
Education
Full Stack Developer -
NuCamp
01.2022
High School Diploma -
West Fargo High School
01.2016
Skills
- Data Analysis
- Communication
- MS Office
- Problem Solving
- Multitasking
- Build Department
- Assignment Delegation
- Workflow Planning
- KPI Tracking
- Project Management
- Risk Management
- Customer Retention
Timeline
Customer Success Executive
Fliplet
09.2022 - Current
Custom Success Manager
Bluestem
09.2021 - 09.2022
Senior Quality Assurance Analyst
Ontrak
10.2019 - 07.2021
Quality Assurance Supervisor
Noridian Healthcare Solutions
01.2016 - 09.2019
Full Stack Developer -
NuCamp
High School Diploma -
West Fargo High School
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