Maya Desdames Smith
Sandy
Summary
Dynamic customer success professional with a track record of enhancing client satisfaction through effective relationship management and problem resolution. Proactively collaborated with cross-functional teams to address customer needs and drive retention, leveraging data analysis to identify and implement improvements.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Business Analyst/CSM, Financial Services
InComm Payments
Sandy
02.2022 - Current
- Proactively managed a portfolio of clients, ensuring their success and satisfaction with our products or services.
- Developed strong relationships with key stakeholders, including C-suite executives, to understand their business needs and goals.
- Served as primary contact for customer inquiries, resolving issues and concerns promptly to enhance client satisfaction.
- Collaborated with sales, marketing, and product development teams to address customer needs and enhance overall customer experience.
- Leveraged CRM software to track customer interactions and analyze data, identifying improvement opportunities to better serve clients.
- InComm Payments works with the most recognized and valued brands in the world, and we are partnered with most of the world’s leading merchants.
Mailroom Manager and CSM
Exela Technologies
Murray
06.2021 - 12.2021
- Delivered exceptional customer service to clients, exceeding expectations and fostering long-term relationships, enhancing customer loyalty.
- Resolved customer issues and escalations in a timely and professional manner, ensuring customer satisfaction and retention.
- Provided product demonstrations and training sessions to educate customers on the features and benefits of our products or services.
- Collaborated with sales teams to identify upsell and cross-sell opportunities, directly contributing to revenue growth.
- Analyzed customer feedback and usage data to identify trends and opportunities for product improvement.
- Developed and implemented customer success initiatives that improved customer satisfaction and retention rates.
- Global leaders in digital transformation and business optimization, Exela delivers technology and data-driven innovation for businesses in all industries.
CSM/Technical Manager
IntelliPay (Convenient Payments)
Draper
02.2020 - 05.2021
- Handled escalations, achieving timely resolutions for client issues.
- Resolved complex issues regarding client deposits, bank accounts, chargebacks, and missing funds, enhancing client trust.
- Managed multiple accounts, ensuring accuracy and client satisfaction.
- Developed robust relationships with clients and internal employees through effective communication.
- Managed file building for credit card processing machines and programmed terminals effectively.
- Utilized UltiPro, Kronos, and other payroll software to enhance operational efficiency.
- Supported Intellipay's innovative payment solutions across various transaction environments using Salesforce.
Operations/Recruiting Manager
ProDrivers
West Valley
08.2019 - 02.2020
- Utilized recruiting skills and knowledge of orientation process to enhance new hire integration.
- Conducted interviewing, screening, and assigning of employees to align talent with client needs.
- Posted job advertisements on various platforms to attract candidates.
- Developed relationships with employees, clients, and internal staff to foster collaboration and support.
- Managed multiple responsibilities in the role.
- Executed all office tasks while overseeing branch operations and staff.
- Complete knowledge of OSHA & DOT regulations.
- Proficient with UltiPro, Kronos, and other payroll software.
- ProDrivers, a division of Employbridge, is a National Transportation Company that specializes in the placement of commercial drivers. With more than 45 offices across the country, ProDrivers is the largest commercial driving staffing company in the country.
Senior Center Manager
Firstsource LLC.
Salt Lake City
11.2016 - 07.2019
- Managed 100+ employees to ensure document processing for United Health Care within a24-hour turnaround time.
- Achieved average adherence levels of 90% and reduced attrition to 5% over the past year.
- Oversaw daily operations for UHC claims, facilitating regular client calls for accurate volume forecasting.
- Coordinated eight managers and 150 employees to maintain turnaround times and minimize overtime.
- Directed HR functions, managing hiring, firing, and employee counseling processes to support team stability.
- Led process improvement initiatives using Sympraxis 6 and presented findings in weekly and bi-weekly PowerPoint updates to UHC and VPs.
- Facilitated management meetings on a weekly, monthly, and quarterly basis.
- Contributed to transforming client businesses through exceptional customer experience across various sectors.
Account Manager/Sales and Renewals
Browz LLC.
Draper
11.2011 - 11.2016
- Generated sales revenue by engaging contractors from Fortune 500 companies and large corporations.
- Daily activities include prospecting new customers via phone, scheduling and managing appointments, and building relationships with new and existing clients.
- Continually build a sales funnel to ensure revenue goals/ objectives are met.
- Track actual sales vs monthly/ quarterly projections and make adjustments where needed.
- Negotiate sales in a consultative manner by being a product expert and knowing industry trends.
- Maintained relationships with new and existing clients through consistent follow-ups and customer implementation support to enhance customer experience.
- BROWZ has provided supplier qualification and management solutions since 2001. Working with the world’s largest organizations, including respected Fortune 500 brands, BROWZ has the proven expertise to provide supplier qualification and management, whether you have an existing program or are starting from scratch.
Education
Elementary - Middle School -
Carol Morgan School
Dominican RepublicFrench Education Courses -
Alliance Française
Dominican RebulicHigh School Diploma -
North Miami Beach High School
North Miami Beach, FLInternational Business -
Miami Dade Community College
Miami, FLSkills
- Data analysis
- New client integration
- Business process mapping
- Customer success management
- Stakeholder engagement
- CRM software utilization
- Client relationship management
- New client integration
Certification
- Management Training, 2003
- Utah Department of Workforce Services, 2005-2008
- Member of Park City Chamber of Commerce, 2005-2008
Languages
Spanish
Professional
French
Professional
Accomplishments
- Employee of the Year Award 2002
- Employee of the Month Award, May 2018
- Top Performer Award 2024
Timeline
Business Analyst/CSM, Financial Services
InComm Payments
02.2022 - Current
Mailroom Manager and CSM
Exela Technologies
06.2021 - 12.2021
CSM/Technical Manager
IntelliPay (Convenient Payments)
02.2020 - 05.2021
Operations/Recruiting Manager
ProDrivers
08.2019 - 02.2020
Senior Center Manager
Firstsource LLC.
11.2016 - 07.2019
Account Manager/Sales and Renewals
Browz LLC.
11.2011 - 11.2016
Elementary - Middle School -
Carol Morgan School
French Education Courses -
Alliance Française
High School Diploma -
North Miami Beach High School
International Business -
Miami Dade Community College