MONIQUE GWYNN
Customer Success Manager
Charlotte,NC
Summary
3x Top 5% Employee – Angie’s List | 2022 Scotsman Guide Top Mortgage Loan Originator (Ranked 410/8,032) Award-winning Customer Success Manager with experience managing post sale portfolios and building client relationships to enhance company brands and quality customer service. Highly skilled in C-Corp negotiations, portfolio management, nurturing and contract renewals. Insightful strategist with solid understanding of sales principles needed to drive organizational profitability. Strong consultative style, keen client assessment aptitude, and negotiation skills. Adaptable team player quickly establishes rapport and cultivates relationships with clients and team members. Articulate communicator with superior interpersonal, verbal, and written communication skills. Effective problem-solver well-versed in prioritizing responsibilities within tight deadlines. Reputation for a strong work ethic, integrity, and a high degree of personal initiative.
Customer Service | Start-up |Post-sale | Interviewing | Sales | B2B | B2C| Renewals |Onboarding | Retention | Emotional
Intelligence
Account Management |Portfolio Management |Relationship Development | Problem Solving |Negotiation
Salesforce | Gainsight | Microsoft Office
eCommerce | Guru | Slack | Encompass |Google Workspace
Overview
10
10
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
Senior Customer Success Manager
BETTER MORTGAGE CORPORATION
01.2019 - 04.2022
- Engaged with clients to locate their needs, onboarded them and asked open-ended questions to understand their goals/values
- Nurtured clients (weekly, biweekly, monthly)and cross sold services to help enhance their experience
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies
- Educated clients on policies and regulations
- Helped divorced mother find a home by arranging appraisal guarantee program to cover $10k when acquiring first home
- Utilized emotional intelligence and customer service best practices to have 1 customer refinance 7 properties, which produced additional $1.2M for company, by investing 2.5 hours helping client upload all tax documents, bank statements, and other documents to company website.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created customer support strategies to increase customer retention.
Account Manager/Executive
ANGIE'S LIST
04.2015 - 10.2019
- Onboarded/Administered 200+ accounts (estimating $2.4M+) while creating new accounts
- Gathered and reviewed information about clients’ products/services, needs, values, problems, advertising history, and business practices to offer presentations on apposite assistance
- Connected with all clients monthly to ask open ended questions, develop relationships, Identify roadblock/early forecasts and consulted to help boost returns on their investments
- Renewed yearly contracts while arranged and up sold new advertising products to protect and increase clients’ existing advertising
- Successfully saved potential cancellation accounts by listening, measuring, locating solutions for their individual needs, and fostering relationships
- Helped 1 client relocating to Atlanta to become successful in new region for their cleaning service by arranging ads within profitable areas, which led client to hire 2 extra employees and renewal of advertising contract from $3.4k to $15k
- Aided 1 client to procure 2 additional vehicles for plumbing business through suggestion of offering free service calls in select zip codes for single moms only.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs.
Member Care Representative
01.2014 - 01.2015
- Guaranteed members are engaged with appropriate service provider
- Recorded member experiences with service providers and added them to company website
- Rectified customer service or billing complaints by conducting initiatives such as exchanging merchandise, refunding money, or adjusting bills
- Preserved memberships by spearheading objectives and redeveloping relationships.
Case Worker/Investigator
LUCAS COUNTY JFS – ADULT PROTECTIVE SERVICES
01.2013 - 01.2014
- Promptly and courteously answered referral calls from public of Lucas County, OH
- Documented potential abuse cases and investigated and assessed all reports of suspected abuse, neglect, and exploitation of adults aged 60 and older
- Participated in guardianship court hearings and supported protection needs and self-sufficiency activities, including homemaking services
- Amassed, documented, and measured personal data to authorize completeness and accuracy to discover eligibility status for various services.
Education
Bachelor of Health Science - Human Services
UNIVERSITY OF TOLEDO
08.2009 - 05.2014
Skills
Post-sale Relationship Development
undefinedCertification
Certificate for Introduction to Coding through SheCode
Volunteerism
Children’s Bureau – Downtown Indianapolis
Gleaners Food Bank of Indiana
Community Trash Cleanup – Charlotte
Boys & Girls Club – Indianapolis
Back to School Backpack Drive
Second Harvest Food Bank – Charlotte
Pet Visits at White Oak Manor Nursing Home – Charlotte
Timeline
Senior Customer Success Manager
BETTER MORTGAGE CORPORATION
01.2019 - 04.2022
Account Manager/Executive
ANGIE'S LIST
04.2015 - 10.2019
Member Care Representative
01.2014 - 01.2015
Case Worker/Investigator
LUCAS COUNTY JFS – ADULT PROTECTIVE SERVICES
01.2013 - 01.2014
Bachelor of Health Science - Human Services
UNIVERSITY OF TOLEDO
08.2009 - 05.2014
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