Environmental conservation and activism, urban farming/gardening, being active outdoors
Monica Traina
Customer Success Specialist
Seattle,WA
Summary
Conscientious Customer Success Specialist with 15+ years of experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Great team player comfortable thriving in competitive, fast-paced environments. Polished in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Overview
11
11
years of professional experience
Work History
Customer Success Specialist
WideOrbit LLC
Lynnwood , WA
2019.09 - Current
- Draft complex statements of work for customer projects.
- Provide primary customer support to internal and external customers in fast-paced environment.
- Enter customer interaction details in Microsoft Dynamics to track requests, document problems and record solutions offered.
- Run budgeting and customer request management reports.
- Triage cases that originate from customer requests to the appropriate departments
Associate Project Manager
WideOrbit
Lynnwood , WA
2017.08 - 2019.08
- Delivered high level of service to clients to both maintain and extend relationship for future business opportunities.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Monitored projects to completion and billing stage.
- Optimized and improved processes and the overall approach where necessary.
- Reported on status for each project to appropriate stakeholders.
Professional Services Coordinator
WideOrbit
Lynnwood , WA
2016.09 - 2017.07
- Managed multiple Professional Services queues, created reports as needed.
- Drafted statement of work documents requested by Account Managers.
- Coordinated and scheduled consulting sessions for customers.
- Monitored projects to completion and billing stage.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
CRM Administrator
360training.Com Inc.
2015.08 - 2016.06
- Evaluated and configured CRM system, and provided detailed end user documentation.
- Gathered, identified, and analyzed CRM software requirements to ensure they are met.
- Managed on-boarding process and training for new hires in sales and operations and trained all new hires in sales.
- Supported Sales and Marketing in writing, editing, and creating first Standard Operating Procedures.
- Provided technical support to end users, diagnosing and resolving problems.
Northwest Sales Coordinator
SQLSoft
Redmond , WA
2010.07 - 2015.08
- Provided support to 9 account executives totaling $4.5M in annual revenue and maintained relationships with key accounts.
- Managed all student registrations and records for the Northwest region as an operations and sales liaison.
- Worked trade shows and related marketing events.
- Created the first sales training manual and conducted on-boarding training in MS Dynamics CRM for new hires.
- Promoted to the National Health & Wellness Committee representing the Northwest region.
Office Administrator
Schippers & Crew
Seattle , WA
2010.02 - 2010.07
- Managed all aspects of the office from Payroll to invoicing to ordering supplies.
- Worked with upper management to complete complex projects on tight budgets within specific timelines.
- Reported on daily office activities to help managers stay on top of dynamic conditions and make proactive decisions.
- Prepared meeting minutes, project punch list, transmittals and memorandums for organizational support.
- Performed general office duties, including answering multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Education
GED -
Edmonds Community College
Lynnwood, WAPT Level 4 -
National Academy Of Sports Medicine
Skills
Relationship Managementundefined
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Timeline
Customer Success Specialist
WideOrbit LLC
2019.09 - Current
Associate Project Manager
WideOrbit
2017.08 - 2019.08
Professional Services Coordinator
WideOrbit
2016.09 - 2017.07
CRM Administrator
360training.Com Inc.
2015.08 - 2016.06
Northwest Sales Coordinator
SQLSoft
2010.07 - 2015.08
Office Administrator
Schippers & Crew
2010.02 - 2010.07
PT Level 4 -
National Academy Of Sports Medicine
GED -
Edmonds Community College