Nini Johanna Fandino
Sanford
Summary
Experienced Customer Success professional with a decade of progressive responsibility at Scholastic Book Fairs, including senior-level leadership. I am skilled in conflict resolution, account management, financial operations, and team coaching. Recognized for delivering exceptional customer experiences through strong communication, quick issue resolution, and a proactive, solutions-focused approach. Adept in Microsoft Office, POS systems, Salesforce Lightning, and high-volume support environments.
Overview
9
9
years of professional experience
Work History
Senior Lead, Customer Success
Scholastic Book Fairs
10.2025 - Current
- Provide senior-level support to Customer Success Representatives in financial processes, POS troubleshooting, routing, and distribution.
- Handle escalated customer calls, chats, and emails.
- Mentor and coach agents to improve performance.
- Train staff on system updates, workflows, and troubleshooting procedures.
- Collaborate with IT and Product teams to identify system issues and recommend improvements.
Customer Success Representative
Scholastic Book Fairs
12.2016 - 10.2025
- Managed high-volume inquiries with a 95% satisfaction rating.
- Assisted customers with Book Fair financial forms.
- Updated client data in CRM and financial systems.
- Coordinated shipping methods and delivery routes.
- Trained new staff on customer service procedures.
Disability Specialist
Centauri Health Solutions
06.2021 - 10.2021
- Assisted individuals with Social Security disability applications.
- Handled inbound and outbound calls professionally.
- Coordinated with Social Security offices.
- Documented client interactions and monitored case progress.
Education
Bachelor of Science - Business Administration
Capella University
Minneapolis, MN06-2026
Associate in arts - Criminal Justice
Seminole State College
Sanford, FL05-2016
Skills
- Salesforce Lightning
- POS Troubleshooting
- Microsoft Office Suite
- CRM Systems
- Technical Troubleshooting
- Root Cause Analysis
- User Support & Training
- Cross-Functional Collaboration
- Time Management
Languages
Spanish – Proficient
Timeline
Senior Lead, Customer Success
Scholastic Book Fairs
10.2025 - Current
Disability Specialist
Centauri Health Solutions
06.2021 - 10.2021
Customer Success Representative
Scholastic Book Fairs
12.2016 - 10.2025
Associate in arts - Criminal Justice
Seminole State College
Bachelor of Science - Business Administration
Capella University