MONICA SIGONA
Lincoln,CA
Summary
Seasoned Client Success Manager, Quality Control Manager, and Marketing Director with over 14 years of experience in making knowledgeable decisions regarding quality controls to deliver consistent products, while engaging employees to grow the quality culture. Extensive experience in managing and training teams for SaaS product implementation, excelling in client onboarding, cross-functional collaboration, and innovative problem-solving to enhance customer satisfaction and operational efficiency. Exceeds expectations by creating valuable partnerships and works well with people at all levels of the organization, including stakeholders, customers, vendors, and team members.
Overview
16
16
years of professional experience
Work History
Client Success Manager
Kukui
01.2023 - 03.2024
- Managed team of 15 Client Success Coordinators (CSCs) remotely, focusing on implementation of SaaS products
- Supervised client onboarding sessions, providing essential support to ensure successful adoption of SaaS solutions
- Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
- Performed data analysis and generated comprehensive reports to track and analyze KPI's
- Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
- Resolved escalations promptly by liaising with relevant departments while keeping affected clients informed throughout resolution process.
- Continuously monitored industry trends to keep abreast of competitive landscape and adjust strategies accordingly.
- Collaborated across internal teams, CSC's and clients to streamline communication regarding SaaS solutions for successful project execution
Client Success Coordinator II
Kukui
03.2021 - 01.2023
- Provided exceptional customer service, regular account reviews, and communication with book of over 125 clients
- Conducted data analysis and generated reports to track key performance indicators to drive informed decision-making
- Held client onboarding sessions and provided support to ensure successful adoption of Kukui’s Saas solutions
- Improved team productivity with regular communication and progress updates, fostering collaborative work environment.
- Served as effective liaison between cross-functional teams, resulting in seamless project execution and enhanced outcomes.
- Remained up to date with constantly changing procedures, practices, and products during company growth
- Consistently maintained comprehensive knowledge of industry and individualized needs of client
Quality Control Manager
Snap-On Tools
01.2013 - 03.2021
- Successfully played integral role in verifying, editing, and publishing diagnostic content for company website
- Remotely trained and managed quality assurance team of 10 to ensure quality performance and created training materials
- Collaborated with cross-functional teams to identify potential areas of improvement in production processes, leading to enhanced product quality.
- Established content quality and standards through training and by re-working content creation with QC teams
- Co-designed training curriculum, including comprehensive testing, for both existing QC members and candidates
- Strategically drove continuous improvements of QC systems, resulting in higher author productivity/content quality
- Consistently led company to higher levels of quality performance following standards and procedures to minimize errors and maximize customer satisfaction.
- Performed data analysis and root cause investigations to implement necessary process controls and prevent recurrence.
Marketing Director
Brother's Pride Produce, Inc.
04.2008 - 04.2010
- Served as driving force in marketing by reaching out to current/new customers through e-mail blasts and social media
- Developed comprehensive marketing plans in alignment with overall business goals and objectives and improving customer retention
- Effectively managed development of internal/external communications materials, ensuring quality and consistency
- Successfully wrote and edited articles and ads for weekly promotions, signage, magazines, and company website
- Researched and presented new ideas to improve customer-employee relationships and new projects to expand business
- Launched “Fruit for Thought”, delivering high-quality produce and specialty snacks to high tech firms in Silicon Valley.
Associate Director of Marketing & Customer Relations
Phantom Promotions
04.2008 - 04.2010
- Obtained market share by working with Sales Director to develop innovative, impactful sales strategies
- Played integral role in devising, planning, and promoting kickboxing and MMA events in Bay Area, CA
- Built strong relationships with industry professionals and influencers.
- Delivered against aggressive goals by negotiating new contracts with sponsors and strengthening existing relationships
- Strategically developed, prepared, and managed budgets associated with key customer activities and marketing
- Developed comprehensive marketing plans in alignment with overall business goals and objectives.
- Leveraged superior marketing knowledge to promote events, including across radio, newspaper, email, and social media.
Education
Bachelor of Science in Business Administration - Entrepreneurship & Small Business Management
California Polytechnic State University
San Luis Obispo, CA01.2007
Associate of Arts - Anthropology
Foothill College
Los Altos Hills, CA01.2005
Skills
- Project Management
- SaaS Implementation & User Training
- Client Onboarding
- Team Leadership, Training & Development
- Escalations & Conflict Resolution
- Microsoft Office: MS Word, MS Excel, MS PowerPoint
- Data Analytics
- Content Writing & Marketing
- Salesforce- CRM
- Basic HTML
- Google Ads, Analytics, and Business Profile
- Zoom - Online Meetings
- Slack - Cross Team Communications
- Familiarity with SEO and SEM
Websites
Training
- SEM and SEO Training – Completed 2023 Kukui
- AdWords Certification – In Progress
- Google Business Profile Certification
- Refresher Course & Latest Updates in Microsoft Office Suite
Timeline
Client Success Manager
Kukui
01.2023 - 03.2024
Client Success Coordinator II
Kukui
03.2021 - 01.2023
Quality Control Manager
Snap-On Tools
01.2013 - 03.2021
Marketing Director
Brother's Pride Produce, Inc.
04.2008 - 04.2010
Associate Director of Marketing & Customer Relations
Phantom Promotions
04.2008 - 04.2010
Bachelor of Science in Business Administration - Entrepreneurship & Small Business Management
California Polytechnic State University
Associate of Arts - Anthropology
Foothill College
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