Melissa Washington
Puyallup,US
Summary
Client success expert with over 18 years experience in driving customer satisfaction and retention. Proven track record of fostering strong client relationships, resolving complex issues quickly, and ensuring client needs are met throughout changing customer and business needs. Strong focus on team leadership and collaboration, delivering results through adaptability and strategic thinking. Skilled in communication, process improvement, problem-solving, post-sales account management, and project management. Utilizes conflict resolution and communication skills to enhance team performance and customer satisfaction.
Overview
18
18
years of professional experience
Work History
Client Success Manager
Zones, Inc.
01.2011 - 02.2025
- Manage strategic and enterprise accounts ensuring client satisfaction and loyalty.
- Resolved customer inquiries efficiently through various communication channels, enhancing overall satisfaction.
- Collaborate with internal and external partners to meet customer specific needs.
- Trained and mentored new representatives, enhancing team performance and knowledge retention.
- Analyzed client feedback and data analysis to implement service improvements, resulting in measurable customer satisfaction and retention.
- Led regular internal team meetings to share best practices and enhance communication among staff members.
- Conducted regular client meetings and business reviews to assess satisfaction and implement data-driven changes.
- Managed inventory, pricing strategies, product and call center launches. Providing cost effective solutions while maintaining optimal service levels.
Customer Service
Zones, Inc.
01.2007 - 01.2011
- Managed high-volume call traffic, and emails ensuring consistent service quality and customer satisfaction.
- Resolved customer inquiries efficiently through effective communication and active listening techniques.
- Analyzed service patterns to optimize response protocols, resulting in improved first-contact resolution rates and stronger customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Mentored new team members in handling procedures, fostering knowledge sharing and strengthening overall department effectiveness.
- Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
Education
Foster High School
Tukwila, WA06.2002
Skills
- Analytical Thinking
- Strategic Planning
- Team Leadership
- Data Analysis
- Project Management
- Process Improvement
- Relationship Building
- Conflict Resolution
- Customer Retention
- Time Management
- Cross-Functional Collaboration
- Adaptability
- Customer Advocacy
- Customer satisfaction
- Time Optimization
- Key performance indicators
- CRM software
- Microsoft dynamics 365
- ServiceNow
- Microsoft Office
- Word
- Power Point
- Excel
Timeline
Client Success Manager
Zones, Inc.
01.2011 - 02.2025
Customer Service
Zones, Inc.
01.2007 - 01.2011
Foster High School
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