Michelle Ward
New Hope,PA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
Work History
Customer Success Manager
Clarion North America
08.2022 - Current
- Play instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conduct training and mentor team members to promote productivity, accuracy, and commitment to friendly service.
- Lead process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitor metrics and develop actionable insights to improve efficiency and performance.
- Create customer support strategies to increase customer retention.
Customer Success Manager
PDCommand
01.2015 - 08.2022
- Responsibilities included managing 50 plus customer success representatives, nurturing commercial subscription accounts, ongoing customer care, scheduling of client meetings, serving as consultant to clients and sharing upsell opportunities.
- Served as client concierge and followed them from initial onboarding through their journey to their renewals.
- Assured that every customer felt that they were most important and that we were partners in their issue. Trained on empathy and follow through to representatives and customer success managers.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Expert in positive customer concern resolution.
- Met and exceeded personal KPIs by 128% and group KPIs by 123%.
Aquisition
Pocono Propane
01.2013 - 01.2015
- Cold-called large industrial plants in attempt to purchase their pressure tanks. This involved getting past gate-keeper and then convincing decision makers to sell to Pocono Propane as opposed to keeping their tank and/or selling it to another company.
- During time of acquisition, I would coordinate and collect all payments.
- Performed strong persuasion, negotiation and consultive care.
- Exceeded acquisition goal every month by at least 40%.
Call Center Manager
National Banc Card Services
01.2007 - 01.2012
- Initially hired as a telemarketer cold calling businesses.
- Managed department call volume of calls per day.
- Coordinated department schedules to maximize coverage.
- I was then promoted to manager of entire call center where I trained and motivated all telemarketers for the company
- Under my management, the company grew by 300 % in new customer acquisition and 150% in overall sales volume.
- Created and monitored KPIs.
- Pulled reports and customer analytics.
Education
Bachelor of Arts - Journalism
Temple University
Philadelphia, PASkills
- Training and mentoring
- Customer Relations
- Strategic communications
- Key accounts development
- Zendesk
- Hubspot
- Excel
- Salesforce
- Interdepartmental Collaboration
- Business Development
Timeline
Customer Success Manager
Clarion North America
08.2022 - Current
Customer Success Manager
PDCommand
01.2015 - 08.2022
Aquisition
Pocono Propane
01.2013 - 01.2015
Call Center Manager
National Banc Card Services
01.2007 - 01.2012
Bachelor of Arts - Journalism
Temple University
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