Nicole Yandon
Customer Success Manager
Dedham,MA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
Work History
Customer Success Manager
LogMeIn Inc. / GoTo Technologies
Boston, MA
08.2015 - Current
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
- Created customer support strategy to increase customer retention.
- Managing successful business outcomes for over 120 accounts per year.
Renewal Representative
LogMeIn Inc.
Boston, MA
01.2014 - 08.2015
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Understood each target customer's business model, mapped out organization and identified unique technology needs.
- Managed relationships with distribution channel partners and determined proper sourcing methods depending on product category and discount margins.
- Exceeded established sales goals and increased client retention.
Account Manager
LogMeIn Inc.
Boston, MA
10.2012 - 01.2014
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Contributed to annual revenue goals by selling new services and developing new accounts.
- Developed highly profitable pipeline based on multiple sales penetration techniques.
- Exceeded sales goals and market competitions through effective negotiation of product and material pricing, employee payment terms.
Business Development Representative
LogMeIn Inc.
Boston , MA
05.2012 - 10.2012
- Developed business pipeline using cold and warm techniques.
- Expanded business through effective network development, identifying new and prospective clients.
- Managed over 50 calls per day.
User Services Representative
LogMeIn Inc.
Boston, MA
05.2011 - 05.2012
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Photojournalist
CBS 5 News
Syracuse, NY
01.2004 - 05.2008
- Traveled to locations to capture breaking news photos.
- Shot, edited, and delivered average of 3 news stories per day for live television news.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
Bachelor of Arts - Communications Journalism
St. John Fisher College
Rochester, NY05.2003
Skills
- Operational Efficiency
- Renewing Accounts
- Customer Account Review
- Consultative Selling Techniques
- Change Management Process
- Client Rapport-Building
- Client Relationship Management
- Cold Calling
College Basketball Scholar Athlete
Played 3 years of college basketball for St. John Fisher College, NCAA Division III
Timeline
Customer Success Manager
LogMeIn Inc. / GoTo Technologies
08.2015 - Current
Renewal Representative
LogMeIn Inc.
01.2014 - 08.2015
Account Manager
LogMeIn Inc.
10.2012 - 01.2014
Business Development Representative
LogMeIn Inc.
05.2012 - 10.2012
User Services Representative
LogMeIn Inc.
05.2011 - 05.2012
Photojournalist
CBS 5 News
01.2004 - 05.2008
Bachelor of Arts - Communications Journalism
St. John Fisher College
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