Marcia Herron
Madison,Alabama
Summary
Creative and business savvy Organizational Development Specialist with 8+ years of customer success management experience. Leading and managing process and data improvement initiatives in various industries. Adept at identifying and analyzing process gaps, developing solutions, and implementing process improvements to increase efficiency, reduce costs, and enhance customer satisfaction. Proficient in project management, team leadership, HR functions, and data analysis. Excellent communication, organizational, and interpersonal skills.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
TPG
04.2021 - 06.2023
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Developed and implemented customer success strategies and initiatives, resulting in a 20% increase in customer satisfaction scores and a 15% decrease in churn rate.
- Managed and nurtured long-term relationships with a portfolio of key accounts, resulting in a 95% customer retention rate and increased upsell opportunities.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Collaborated closely with cross-functional teams, including sales, product, and support, to address customer needs, resolve issues, and deliver exceptional customer experiences.
- Utilized data-driven insights and customer feedback to identify trends, improve product offerings, and deliver value-added solutions to customers.
Training and Development Specialist
Alorica
09.2019 - 01.2021
- Managed training logistics, including scheduling, venue arrangements, and participant communication to reduce employee turnover costs by 27%.
- Coordinated with department leaders to identify training needs and develop targeted solutions.
- Utilized instructional design principles to create engaging learning materials, including e-learning modules, facilitator guides, participant workbooks, and multimedia resources.
- Created and maintained detailed training records and reports for management review.
Customer Relations Manager
Millennium Treasures Gifts
08.2013 - 02.2016
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Proactively identified upsell and cross-sell opportunities, resulting in a 15% increase in account revenue.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Provided comprehensive administrative support including utilizing SAP, team development, workforce planning, schedule, and product advertising, successfully leading to increased sales by up to 70%
Education
Master of Science - Industrial And Organizational Psychology
Purdue University - North Central
Westville, IN04.2018
Bachelor of Science - Applied Behavior Analysis
Kaplan University
Davenport, IA09.2014
Skills
- CRM Software
- Customer Account Review
- Strategic Communication
- Account Management
- Business Development
- Quality Control Standards
- Performance Measurement
- Learning Strategies
Timeline
Customer Success Manager
TPG
04.2021 - 06.2023
Training and Development Specialist
Alorica
09.2019 - 01.2021
Customer Relations Manager
Millennium Treasures Gifts
08.2013 - 02.2016
Master of Science - Industrial And Organizational Psychology
Purdue University - North Central
Bachelor of Science - Applied Behavior Analysis
Kaplan University
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