Marvens Franck
Summary
Dynamic Customer Success Manager excelling in account management and systematic problem-solving. Adept at utilizing CRM tools to enhance client relationships and drive growth, consistently delivering exceptional user experiences and improving customer satisfaction through effective communication and strategic support.
Strong background in technical support, adept at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Reliable and results-driven, consistently meeting and exceeding performance targets.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Hanwha Qcells
2024 - Current
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Customer Success Manager
Ultimate Medical Academy
2021 - 2024
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
Billing and Collections Specialist
Freedom Morgage
2020 - 2021
- Negotiated payment arrangements with delinquent clients, establishing mutually beneficial terms while minimizing losses.
- Maintained strict confidentiality of sensitive information while adhering to company policies regarding privacy protection.
- Managed high-volume accounts, prioritizing workloads to ensure timely processing of invoices.
- Improved billing accuracy by diligently reviewing and verifying invoice data.
Tier 2 Customer Service Representative
Home Advisor
2019 - 2020
- Utilized problem-solving skills to address customer complaints.
- Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.
- Adapted communication style according to diverse clientele needs, ensuring clarity and understanding during each interaction effectively.
- Consistently met performance metrics with effective problem-solving tactics, resulting in positive reviews from customers.
- Contributed to a reduction in overall customer complaints by consistently delivering high-quality support interactions.
Customer Success Manager
Vivint SmartHome Pro
2017 - 2020
- Managed a diverse portfolio of accounts, ensuring each client received personalized attention and support.
- Increased sales revenue by identifying and pursuing new business opportunities.
- Negotiated prices, terms of sale and service agreements.
- Built client relationships by acting as liaison between customer service and sales teams.
- Maintained high standards of customer service by answering pricing, availability, use and credit questions accurately.
Education
Bachelor of Science - CyberSecurity And Information Assurance
Western Governors University
Salt Lake City, UT05-2027
Skills
- Systematic troubleshooting expertise
- Systematic Problem Solving
- Proficient in CRM tools
- Clear Interpersonal Communication
- Account Management
- Ticket Resolution Expertise
- Saleforce Proficiency
- B2B Sales Expertise
- Excel Proficiency
- Zendesk Proficiency
- Achievement-focused
- Risk Management
Certification
- Certified ScrumMaster Via - Scrum Alliance - ID:
001583695
Timeline
Technical Support Representative
Hanwha Qcells
2024 - Current
Customer Success Manager
Ultimate Medical Academy
2021 - 2024
Billing and Collections Specialist
Freedom Morgage
2020 - 2021
Tier 2 Customer Service Representative
Home Advisor
2019 - 2020
Customer Success Manager
Vivint SmartHome Pro
2017 - 2020
Bachelor of Science - CyberSecurity And Information Assurance
Western Governors University
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