Monica A Garcia-Rios
Casa Grande,AZ
Summary
Dynamic Customer Success Manager with a proven track record at Mitchell International, Inc., excelling in customer retention and relationship building. Skilled in Microsoft Excel and training, I enhanced product adoption and satisfaction, fostering loyalty through effective communication and strategic problem-solving. Committed to driving success through collaboration and innovative support solutions.
Overview
11
11
years of professional experience
Work History
Customer Success Manager
Mitchell International, Inc.
01.2019 - 10.2025
- Developed and implemented customer success strategies to enhance product adoption and satisfaction.
- Collaborated with cross-functional teams to resolve customer issues and streamline support processes.
- Analyzed customer feedback to identify trends and improve service delivery initiatives.
- Trained and mentored new team members on best practices in customer engagement and support tools.
- Created comprehensive documentation via Excel for onboarding procedures, improving efficiency for new clients.
- Monitored key performance indicators to evaluate success of customer programs and recommend enhancements.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
Customer Service Representative
Intuit
03.2015 - 11.2018
- Delivered exceptional customer support through various communication channels, ensuring prompt issue resolution.
- Collaborated with cross-functional teams to enhance service delivery and improve customer satisfaction scores.
- Utilized CRM software to track customer interactions, maintaining accurate records for future reference.
- Developed training materials and led onboarding sessions for new team members, fostering a culture of continuous improvement.
- Mentored junior representatives on effective communication strategies and problem-solving techniques, enhancing team performance.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Education
No Degree - General Studies
University of Arizona
Tucson, AZ09-1985
High School Diploma -
Pueblo High School
Tucson, AZ06-1985
Skills
- Customer account management
- Customer relationship building
- Customer retention
- Client relations
- Proficient in Microsoft Office (Excel, Word)
- Script Advisor, Sales Force, Tredium
- Training and mentoring
Languages
Spanish
Timeline
Customer Success Manager
Mitchell International, Inc.
01.2019 - 10.2025
Customer Service Representative
Intuit
03.2015 - 11.2018
No Degree - General Studies
University of Arizona
High School Diploma -
Pueblo High School