Summary
Overview
Work History
Education
Skills
Timeline
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Niya Hines

Missouri City,TX

Summary

Dynamic Customer Success and Client Operations Leader with over 8 years of experience creating exceptional customer journeys, driving engagement, and aligning cross-functional teams to accelerate growth across wellness, logistics, and insurance sectors. Known for building deep client trust, boosting retention through tailored lifecycle strategies, and generating recurring revenue through strategic upsell initiatives. Proven track record in managing high-value accounts, improving team performance, and leveraging CRM platforms to deliver consistent, measurable outcomes.

Overview

11
11
years of professional experience

Work History

Claims Adjuster

Progressive Insurance
04.2024 - Current
  • Manage high-volume customer claims with empathy, speed, and accuracy.
  • Work cross-functionally to ensure timely resolutions and compliance with regulatory requirements.
  • Oversee 80–100 client cases per month while maintaining top-tier satisfaction ratings above 95%.
  • Communicate complex policy and coverage details clearly to support customer understanding and trust.
  • Collaborate with internal legal, service, and operations teams to streamline claim processing.
  • Proactively flag process inefficiencies and provide feedback to improve overall cycle times and service delivery.
  • Maintained a customer satisfaction rating above 95% in post-claim surveys by delivering clear, empathetic communication

Spa Manager

Zalla Massage
10.2017 - 03.2024
  • Directed customer experience, retention programs, and operational execution for a high-traffic wellness center.
  • Led a team of 23 professionals while designing service flows, upsell strategies, and staff performance systems.
  • Spearheaded launch of a data-driven membership and product sales strategy, leading to consistent monthly revenue growth.
  • Elevated client retention by 14% through structured loyalty campaigns, personalized follow-up, and quality control measures.
  • Designed and deployed promotional marketing events that increased new customer traffic by 6%.
  • Trained all front-desk and service staff in CRM usage, client communication, and performance standards.
  • Oversaw inventory, vendor relations, staff scheduling, and administrative controls ensuring seamless operations.

Jr. Account Manager

Diligent Delivery Systems
08.2014 - 12.2016
  • Managed high-value healthcare accounts across a $4.5M logistics region, collaborating with internal teams and 200+ partner sites.
  • Served as point of contact for onboarding, escalations, and client growth opportunities.
  • Cultivated relationships with key decision-makers across 3 enterprise healthcare accounts, supporting service needs and retention initiatives.
  • Contributed to 5–7% YoY revenue growth by identifying optimization gaps and delivering high-impact recommendations.
  • Led scheduling and communication across 70+ route couriers to ensure consistent, on-time performance and satisfaction.
  • Introduced client feedback processes that improved resolution times and strengthened long-term engagement.
  • Partnered with leadership to explore cross-sell opportunities based on service usage trends and client growth potential.

Education

Art and Design Technology -

San Jacinto College
Houston, TX
05.2026

High School Diploma -

L.V Hightower
Missouri City, TX
06.2011

Skills

  • Customer Journey Mapping
  • Client Retention & Loyalty Strategy
  • Data Analytics
  • SaaS Onboarding & Adoption
  • Client Expansion & Upselling
  • CRM Systems (Salesforce, Mondaycom)
  • Customer Service
  • Team Collaboration & Leadership
  • Market Research
  • Cross Functional Collaboration
  • Workflow Automation
  • User Engagement

Timeline

Claims Adjuster

Progressive Insurance
04.2024 - Current

Spa Manager

Zalla Massage
10.2017 - 03.2024

Jr. Account Manager

Diligent Delivery Systems
08.2014 - 12.2016

High School Diploma -

L.V Hightower

Art and Design Technology -

San Jacinto College

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