Nia Lewis
Client Success Specialist
Mableton,GA
Summary
Diligent Customer Success Specialist with over 10 years of extensive experience leading customer success teams. Proven track record of enhancing client relationships and driving customer satisfaction through strategic initiatives. Demonstrated expertise in implementing customer-focused solutions and fostering collaborative environments.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Director of Customer Succes
Docufree
01.2023 - Current
- Leveraged CRM tools to manage all aspects of the customer journey, increasing visibility by 33%.
- Served as an escalation point for resolving complex client issues, restoring trust in company products/services when needed.
- Provided comprehensive training programs for Customer Success team members, ensuring high-quality service delivery.
Global Sales Operations Manager
Messe Frankfurt
01.2021 - 01.2023
- Surpassed annual sales goals by 18%, contributing to $1.2M in revenue.
- National pavilions, maintaining 100% project completion within deadlines and budgets
- Orchestrated seamless on-site operations for high-profile trade shows, boosting exhibitor satisfaction by 30%
Senior Escalation and Business Analyst
First Data Corporation (FISERV)
01.2014 - 01.2020
- Resolved 95% of high-priority executive escalations within SLA timelines.
- Increased Clover sales revenue by 22% through targeted training programs and client engagement strategies.
- Reduced payroll processing errors by 50% through ADP software.
- Managed a team of 10+ escalation specialists.
Education
High School Diploma -
WMST Public Charter School
Washington, DC 01.2003 - 01.2007
Skills
Customer Onboarding
Customer Support
Staff Training
Salesforce Optimization
Sales Leadership
Sales Training
Project Management
Microsoft Office Mastery
Sales Management
CRM Software Proficiency
Client Advocacy
JIRA software
Accomplishments
- Boosted client retention by 20% across multiple roles through relationship-building strategies.
- Spearheaded process improvements that reduced operational costs by 10%–15%.
- Awarded 'Top Performer of the Year' at First Data Corporation in 2018 for exceeding sales goals.
- Recognized for 'Excellence in Leadership' by Messe Frankfurt in 2022 for increasing international sales.
- Successfully led the Clover Payment Processing team at the 2019 Essence Festival, processing over $500,000 in transactions seamlessly.
- Analyzed market trends to identify growth opportunities, leading to the acquisition of 15 new clients annually for Messe Frankfurt.
Corecompetencies
Escalation Management, Employee Development, Strategic Planning, Salesforce, ADP, Microsoft Office Suite, Report Manager, Teams, Slack, Zoom, Resource Planning, Customer Service & Sales Training, Project Management
Timeline
Director of Customer Succes
Docufree
01.2023 - Current
Global Sales Operations Manager
Messe Frankfurt
01.2021 - 01.2023
Senior Escalation and Business Analyst
First Data Corporation (FISERV)
01.2014 - 01.2020
High School Diploma -
WMST Public Charter School
01.2003 - 01.2007
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