Quickbooks
Mavis Wilkerson
Dallas,Texas
Summary
Dynamic Senior Customer Success Manager with a proven track record at Legacy Financial & Insurance Services, excelling in client retention and advocacy. Leveraged CRM tools to enhance onboarding processes, achieving a 98% retention rate. Skilled in B2B sales strategy and fostering strong client relationships, driving long-term partnerships and product improvements.
Overview
19
19
years of professional experience
6
6
years of post-secondary education
Work History
Phlebotomy Specialist
Baylor Scott & White
01.2022 - Current
- Built strong relationships with patients through clear communication and empathetic care during blood draws.
- Performed venipuncture using various techniques including straight needle, butterfly needle, syringe methods to accommodate diverse patient needs.
- Consulted with physicians regarding appropriate specimen types needed for diagnostic testing purposes as necessary.
- Updated patient records accurately, contributing to better overall continuity of care for each individual.
Customer Success Specialist Supervisor
Americor
02.2023 - 01.2025
- Manage a portfolio of 50+ clients with 98% retention rate.
- Boosted NPS from 40 to 65 within 12 months through proactive engagement.
- Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
- Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
- Led onboarding sessions, reducing time-to-value by 30%.
Senior Customer Success Manager
Legacy Financial & Insurance Services
01.2013 - 12.2022
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
Sales/Digital Marketing Manager
A Better Buy Company
01.2010 - 07.2016
- Managed social media accounts for clients, generating interest for existing and upcoming product or service releases.
- Developed and implemented successful digital marketing campaigns to drive customer engagement and increase brand awareness.
- Optimized content strategy across multiple channels to support search engine rankings, brand recognition, and user engagement goals.
- Closed $1.2M+ in new B2B sales annually across software and service verticals.
Truck Driver
JB Hunt Transport
02.2006 - 07.2012
- Operated with safety and skill to avoid accidents and delays.
- Maintained a clean driving record while adhering to company policies and federal regulations for transportation safety.
- Maintained daily, legible DOT log book and submitted corresponding documents.
- Inspected trucks for malfunctions and reported vehicles to management for corrective action.
Skills
- B2B Sales Strategy & Upselling strategies
- Customer advocacy
- CMMS Familiarity
- Client Onboarding Troubleshooting & Escalations
- Email etiquette
- Zendesk, Intercom,
- CRM Tools (HubSpot, Salesforce, SAP, ZoHo, Analytics)
Relationship management
Upselling strategies
Data-driven decision making
Customer feedback analysis
Software implementation
Webinar hosting
Customer satisfaction
Salesforce proficiency
Customer journey mapping
Email campaigns
Account growth
Customer relationship building
Strategic communications
Customer retention
Customer service
Inter-department collaboration
Records management
Staff mentoring & leadership
Client service optimization
Customer needs assessment
Client relations
Account updates
CRM software
Strategic planning
Schedule management
Sales proficiency
Research and due diligence
Sales management
Negotiation
Pipeline development
Business development
Customer relations
Team building
Customer account management
Account management
Chat platforms
Customer onboarding
Cross-functional coordination
Customer relationship management
Performance tracking and evaluation
Process improvement
Teamwork and collaboration
Financial management
Interpersonal relations
Professional and courteous
Team leadership
Scheduling and coordinating
Budget management
Technical proficiency
Work Planning and Prioritization
Goal setting
Negotiation and conflict resolution
Documentation and reporting
Employee coaching and mentoring
Managing operations and efficiency
Computer skills
Shift scheduling
Team development
Hiring and training
Decision-making
Employee development
Human resources management
Idea development and brainstorming
Lead generation
Good judgment
Preventive Maintenance
Business administration
Schedule oversight
Positive attitude
Teamwork
Problem-solving
Attention to detail
Problem-solving abilities
Multitasking
Multitasking Abilities
Education
High School Diploma -
Wilmer Hutchins
Dallas, TX 05.1992 - 05.1996
Associate of Arts - Information Technoloy
ATI
Dallas, TX 06.2010 - 03.2012
Certification
- Licensed Plebotomist - 5 years
- Sales Manager Certificate
- ACE - Adobe Certified Expert, Photoshop
Accomplishments
- Supervised team of 30 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Increased company savings by 70% through corporate consensus-building and cross-functional geographical team coordination and development.
- Promoted to Manager after 1 year with the company.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Achieved management position within 6 months by completing 90% retention with accuracy and efficiency.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursHealthcare benefitsWork from home optionPaid time offStock Options / Equity / Profit Sharing401k matchPaid sick leaveTeam Building / Company Retreats4-day work weekQuote
There’s no reality except the one contained within us. That’s why so many people live an unreal life. They take images outside them for reality and never allow the world within them to assert itself.
Hermann Hesse
Software
MS Excel
Collaboration
Resource and Project Management
Simulation
Graphics and Photoshop
Powerpoint
Timeline
Customer Success Specialist Supervisor
Americor
02.2023 - 01.2025
Phlebotomy Specialist
Baylor Scott & White
01.2022 - Current
Senior Customer Success Manager
Legacy Financial & Insurance Services
01.2013 - 12.2022
Associate of Arts - Information Technoloy
ATI
06.2010 - 03.2012
Sales/Digital Marketing Manager
A Better Buy Company
01.2010 - 07.2016
Truck Driver
JB Hunt Transport
02.2006 - 07.2012
High School Diploma -
Wilmer Hutchins
05.1992 - 05.1996
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