Michelle Evans
Pleasant Grove,UT
Summary
Experienced professional with a strong background in sales, onboarding, and client success management. Demonstrated success in improving client satisfaction, streamlining processes, and guiding teams to achieve exceptional outcomes. Proficient in effective communication, training development, and cultivating lasting client relationships. Committed to upholding professionalism and delivering top-notch service.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Success Manager
National Processing
01.2024 - 01.2025
- Spearheaded the onboarding of high-risk merchants, reducing setup time by 40% and ensuring compliance with regulatory standards
- Developed comprehensive training materials for MReports, resulting in a 20% increase in platform adoption among new clients
- Collaborated with cross-functional teams to streamline onboarding processes, enhancing overall client satisfaction by 15%
Reputation Specialist
National Processing
08.2023 - 08.2024
- Monitored and addressed client feedback during the onboarding phase, leading to a 25% improvement in initial client satisfaction scores
- Implemented strategies to proactively manage client expectations, reducing onboarding-related escalations by 30%
Onboarding Specialist
National Processing
01.2022 - 10.2023
- Managed the end-to-end onboarding process for over 150 merchant accounts, achieving a 98% client satisfaction rate
- Conducted in-depth client training sessions on processing systems, resulting in a 50% reduction in support inquiries during the first 90 days post-onboarding
- Coordinated with Sales and Technical Support teams to resolve onboarding issues promptly, ensuring a seamless transition for new clients
Inside Sales Representative
Clearlink
04.2018 - 01.2022
- Achieved a 60% sales conversion rate by effectively delivering incoming sales for the Viasat vendor team, demonstrating strong persuasive communication and customer engagement skills
- Mentored and trained new hires, developing and implementing effective sales techniques, which contributed to a more knowledgeable and proficient team
- Assumed team lead responsibilities in the absence of supervisors, supporting coaches and ensuring the team's success, reflecting leadership and adaptability
- Cultivated a positive and motivating sales floor atmosphere, enhancing team morale and productivity through proactive engagement and support
- Utilized quick reasoning and persuasive communication to address customer needs and successfully close sales, showcasing problem-solving abilities and customer-centric approach
Education
Quality Assurance Certification -
Davis Technology College
01.2002
GED -
Davis Technology College
01.2001
High School Diploma -
Davis Technology College
01.2001
Skills
- Onboarding Management
- Sales Excellence
- Client Training & Development
- Process Optimization
- Technical Proficiency
- Communication & Collaboration
- Customer retention
- Customer account management
- Proficient in SalesForce
- Dispute resolution
- Payment processing
- Relationship management
Certification
CSM Certification, Currently working on
Timeline
Customer Success Manager
National Processing
01.2024 - 01.2025
Reputation Specialist
National Processing
08.2023 - 08.2024
Onboarding Specialist
National Processing
01.2022 - 10.2023
Inside Sales Representative
Clearlink
04.2018 - 01.2022
Quality Assurance Certification -
Davis Technology College
GED -
Davis Technology College
High School Diploma -
Davis Technology College
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