Malcolm Larry
Los Angeles,CA
Summary
Results-driven Customer Success Specialist with 5+ years of experience in building strong client relationships, increasing retention rates, and driving customer satisfaction. Skilled in problem-solving and proactive communication, dedicated to exceeding expectations.
Overview
10
10
years of professional experience
Work History
Onboarding & Growth Account Executive (Remote)
The On Demand Company
11.2023 - Current
- Manage a diverse portfolio of more than 40 accounts throughout their onboarding phase and beyond, as they transition into live accounts
- Supervise the transition process spanning 1-1.5 months, facilitating account growth and revenue optimization
- Successfully establish connections between clients and various Delivery Service Providers, ensuring the smooth flow of operational processes
- Collaborate seamlessly across multiple departments to coordinate a seamless onboarding experience for each account
- Act as the primary point of contact for the account's Point of Contact (POC), addressing inquiries via email, phone calls, and text messages
- Implement robust protocols for case creation and tracking, ensuring the efficient resolution of all account maintenance issues
- Conduct weekly, monthly, and quarterly research and tasks based on KPI reports, contributing valuable insights to data-driven decision-making
- Participate in strategic dialogues with account ownership to spearhead revenue-generating initiatives, maximizing the potential of both virtual brands and Brick & Mortar locations.
CX Operations Manager (Remote)
Nextbite
Los Angeles, CA
10.2019 - 05.2023
- Took a proactive role in the hiring process by conducting interviews, assessing candidates, and making informed staffing decisions
- Designed and executed comprehensive training programs for full-time staff, focusing on skill development, product knowledge, and service excellence, resulting in a proficient and cohesive team delivering exceptional customer experiences
- Contributed to the development and improvement of key performance indicators (KPIs), resulting in increased Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and First Time Resolution (FTR) results on a quarterly basis
- Conducted thorough account research based on client survey responses to promptly address concerns, clarify information, and ensure client satisfaction, effectively diffusing tense situations and conveying support and value
- Strived to exceed performance metrics while consistently delivering exceptional customer service, aiming to surpass expectations and foster long-term client satisfaction
Assistant Manager
IU Dining: Indiana University
Bloomington, IN
08.2014 - 12.2018
- Collaboratively staffed and trained both students and full-time staff, ensuring seamless operational continuity and fostering a productive and inclusive work environment
- Effectively managed finances, including budgeting and cost control measures, resulting in a 10% reduction in department expenses
- Provided guidance and timely responses to students' inquiries, demonstrating strong communication skills and ensuring a positive student experience
- Exhibited strong leadership qualities by taking personal responsibility for completing tasks and staying late when necessary, ensuring all work was fully completed to meet deadlines and quality standards.
Point of Sales Supervisor
Lowe's Companies, Inc
01.2019
- Orchestrated the recruitment, onboarding, and scheduling of both full-time and part-time staff, aligning staffing levels with business demands and maintaining a well-balanced workforce.
- Successfully delegated tasks, evaluated performance, provided training, and coached employees, resulting in a 15% increase in team productivity.
- Exemplified a strong commitment to exceptional customer service by actively assisting customers and efficiently resolving issues, ensuring a high level of customer satisfaction.
- Demonstrated effective leadership skills by supervising and overseeing the front end of the store operations, optimizing efficiency and streamlining processes.
Education
Bachelor of Arts - Telecommunications
Indiana University Bloomington
Bloomington, IN05-2018
Skills
- Excel
- Google Suite
- JIRA
- Microsoft Office Suite
- Notion
- Powerpoint
- Salesforce
- Slack
- Zoom
- Active Listening
- Communication
- Leadership
Languages
- English
- American Sign Language (ASL)
Languages
English
Native/ Bilingual
References
References available upon request.
Timeline
Onboarding & Growth Account Executive (Remote)
The On Demand Company
11.2023 - Current
CX Operations Manager (Remote)
Nextbite
10.2019 - 05.2023
Point of Sales Supervisor
Lowe's Companies, Inc
01.2019
Assistant Manager
IU Dining: Indiana University
08.2014 - 12.2018
Bachelor of Arts - Telecommunications
Indiana University Bloomington
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