Melissa Davis
Lehi
Summary
I am a highly motivated professional with a proven track record in client relations and retention across 600+ SMB accounts. Podium awarded me "Retention CSM of the year" for 2023, and I'm frequently praised as compassionate and hard working by my peers. I'm an expert in conflict resolution, client relations, and time management. Before Podium I was a Support Supervisor at Gabb Wireless leading a high performing team of 15 support agents.
Overview
3
3
years of professional experience
Work History
Customer Success Manager
Podium
04.2023 - 12.2024
- Monitor usage, health indicators and growth opportunities for over 600 SMB accounts
- Develop personalized success plans and strategies for business owners and their employees to maximize usage and success on our platform
- Coordinate with other departments to ensure timely resolution of customer requests and complaints
- Resolve escalations and cancellation requests by addressing issues and implementing creative solutions
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
CS Supervisor
Gabb Wireless
05.2022 - 04.2023
- Mentored, trained, and supervised a team of 15+ customer service representatives
- Monitored key performance indicators for my team, identifying areas for improvement and implementing corrective actions as needed.
- Built comprehensive training and knowledge base resources to support the success of my team
- Conducted regular one-on-one meetings to build personal relationships, review progress, and provide guidance
Support Agent
Gabb Wireless
08.2022 - 03.2023
- Delivered professional phone, chat, and email support, while exceeding KPI expectations.
- Diagnosed device issues and errors with meticulous attention to detail, ensuring accurate solutions were provided.
- Investigated complex issues to identify the root problem and provide successful solutions.
- Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
Assistant Property Manager
ACS
04.2022 - 08.2022
- Demonstrated ability to manage multiple priorities, deadlines, and projects simultaneously across several properties
- Investigated and resolved homeowner inquiries and complaints following management rules, and regulations
- Planned and scheduled third party vendors for general maintenance, major repairs, and remodeling projects for properties
Education
DIPLOMA -
American Fork High School
01.2019
Skills
- Time Management
- Client Relations
- Customer Retention
- Proficient in Salesforce
- Conflict Resolution
- Detail Oriented
- Problem-Solving
- Strategic Communication
- Account Management
- Customer Account Management
- Customer Relations
Timeline
Customer Success Manager
Podium
04.2023 - 12.2024
Support Agent
Gabb Wireless
08.2022 - 03.2023
CS Supervisor
Gabb Wireless
05.2022 - 04.2023
Assistant Property Manager
ACS
04.2022 - 08.2022
DIPLOMA -
American Fork High School
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