Natalie Colin
Powder Springs,GA
Summary
Strategic Customer Success Manager with 9+ years of experience driving client satisfaction and fostering long-term relationships through tailored service strategies and operational excellence. Skilled in streamlining workflows, optimizing processes, and collaborating with cross-functional teams to deliver seamless customer experiences. Adept at leveraging data insights to enhance client retention, improve engagement, and align services with customer needs. Proven ability to manage complex operations, develop impactful training programs, and create innovative solutions that address client challenges while supporting business objectives.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Intake Specialist
Novartis
07.2023 - 05.2024
- Drove seamless client onboarding by guiding patients through the intake process and resolving inquiries, improving first-contact resolution rates by 90%
- Resolved complex medication requests by leveraging healthcare regulatory expertise, improving interdepartmental collaboration efficiency by 100%
- Collaborated with healthcare providers to collect critical medical information, enhancing data accuracy and ensuring compliance with healthcare regulations, processing an average of 300 patient records weekly
- Ensured timely access to therapies by verifying insurance coverage and securing authorizations, facilitating smooth transitions for patients requiring pharmaceutical treatments
- Improved downstream patient outcomes through meticulous data entry, maintaining flawless records that supported efficient service delivery
- Built lasting patient trust by delivering personalized and empathetic support, fostering a positive experience for individuals navigating the intake process
- Identified and matched patient needs with appropriate pharmaceutical therapies, ensuring alignment between services and individual care requirements
- Implemented quality control measures in intake workflows, strengthening operational consistency and maintaining compliance with organizational standards
Auto Transporting Broker
Old Faithful Transporting LLC
08.2022 - 06.2023
- Delivered customized support by resolving customer inquiries with tailored solutions, managing an average of 6-10 client interactions daily to build trust and loyalty
- Strengthened transparency by maintaining detailed records and providing real-time updates on shipment status, resulting in a 40% improvement in client retention
- Reduced service response times by 20% through process improvements in tracking load statuses and maintaining consistent communication with all stakeholders
- Increased customer acquisition by generating and qualifying leads, maintaining a robust sales pipeline, and fostering relationships that drove repeat business
- Enhanced customer satisfaction by providing accurate and competitive shipping quotes, ensuring alignment with client budgets and delivery needs
- Streamlined operations by collaborating with shippers, carriers, and dispatchers, resolving issues proactively to ensure seamless freight coordination
- Optimized shipping strategies by analyzing market trends, empowering clients to navigate fluctuating freight costs and carrier availability effectively
- Secured reliable freight services by negotiating with reputable carriers and ensuring compliance with service standards to maintain operational efficiency
Response Frontline Case Investigator
The Computer, Merchant LTD
01.2022 - 08.2022
- Handled over 40 client calls daily, providing personalized guidance on healthy living and disease management tailored to individual needs
- Streamlined case workflows by ensuring accurate and timely delivery of critical information, reducing follow-up delays by 100%
- Adapted communication strategies to engage diverse population groups, employing culturally sensitive approaches that built trust and led to a 90% improvement in client engagement and satisfaction
- Built trust and maintained clear communication with clients during sensitive investigations, ensuring compliance with confidentiality protocols
- Educated individuals on the importance of contact tracing, clearly articulating its role in protecting community health and mitigating disease spread
- Managed patient documentation with accuracy, ensuring compliance with strict protocols and safeguarding data integrity for seamless case processing
- Resolved client inquiries and escalated complex issues as needed, maintaining consistent service quality and adherence to protocols
- Fostered strong client relationships by offering empathetic support and timely resolutions, contributing to improved case outcomes and satisfaction
Store Manager
Swarovski
02.2015 - 06.2021
- Oversaw the management of a specialty retail space and inventory valued at over $3M, ensuring operational efficiency and accurate stock replenishment to meet customer demand
- Achieved 6 consecutive years of sales growth, consistently surpassing annual targets by leveraging strategic planning and a client-centric approach
- Strengthened client retention by using data insights to personalize service strategies, contributing to a 20% increase in repeat business
- Analyzed vendor, product, and category performance to identify trends and opportunities, driving informed decision-making and optimizing product offerings for diverse customer needs
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Implemented a customer journey program that enhanced the shopping experience and streamlined touchpoints, fostering stronger relationships and improved customer satisfaction
- Executed promotional campaigns in collaboration with vendors, driving in-store traffic and generating new customer acquisitions
- Designed staff training programs focused on advanced customer engagement techniques, improving employee performance and enhancing service quality
- Streamlined inventory management processes by implementing more effective tracking systems and workflow improvements, minimizing stock discrepancies, and enhancing operational efficiency
Education
Associate of Arts - Business Administration & Management
Gibbs College
Montclair, NJSkills
- Customer Success Management
- Data Analysis
- Client Onboarding
- Implementation Analysis
- System Implementation
- Stakeholder Management
- Process Mapping
- Client Retention
- Product Management
- Cross-Functional Collaboration
- Strategic Planning
- Data Management
- Business Development
- Project Management
- Process Improvement
- Market Research
- Performance Reporting
- SaaS
- Training Facilitation
- Cost Saving
- Risk Mitigation
- Operations Management
- Quality Assurance Analysis
- Customer Support
- Microsoft Office Suite
- Google Suite
- Salesforce
- SQL
- Asana
- Qlik
- Trello
- HubSpot
- Zendesk
- Tableau
- Slack
- Workday
- ClickUp
- PeopleSoft
- Dynamic
- Alfred
- Issue Trak
- Greene Steps
- Oracle
- Citrix
- POS
Certification
Foundations of Project Management Certificate, 2023, Coursera
Timeline
Intake Specialist
Novartis
07.2023 - 05.2024
Auto Transporting Broker
Old Faithful Transporting LLC
08.2022 - 06.2023
Response Frontline Case Investigator
The Computer, Merchant LTD
01.2022 - 08.2022
Store Manager
Swarovski
02.2015 - 06.2021
Foundations of Project Management Certificate, 2023, Coursera
Associate of Arts - Business Administration & Management
Gibbs College
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