Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Orlando Ordex Leos

Customer Success Manager (CSM Transition)
Surprise

Summary

Customer Success Manager (CSM Transition) with over 10 years of experience in customer-facing leadership, retention strategy, and performance coaching across high-volume, multi-location operations. Proven track record of reducing churn, increasing customer satisfaction, and leading change through data-driven insights, structured onboarding, and proactive engagement. Adept at building strong relationships with diverse stakeholders, aligning teams around customer outcomes, and executing scalable solutions that drive long-term value. Passionate about transforming lives through service excellence and excited to bring my experience to a mission-driven mental healthcare organization.

Overview

12
12
years of professional experience
1
1
Language

Work History

Regional Sales Manager

Super Star Car Wash
05.2023 - Current

Direct multi-unit operations with a focus on customer experience, team development, and service consistency; deliver operational excellence and customer satisfaction across 31 locations while developing high-performing teams through targeted coaching and leadership cultivation. Oversee 3 district managers and supported 31 general managers, 31 assistant managers, 31 shift leads, 93 Fast Pass sales associates, and 62 car wash associates. Coach district managers on best practices for interviewing and onboarding new talent. Direct identification and cultivation of high-potential sales associates and transform top performers into sales trainers.

Conduct structured training for general managers on delivering customer-focused service, managing budgets, and maintaining operational excellence. Mentor district managers on performance management, customer-first accountability, and engagement-based retention strategies. Conduct “ride-alongs” with district managers to assess operational challenges. Collaborate with director of operations to drive company-wide sales strategies and align field efforts with corporate objectives.

  • Elevated regional customer conversion rates in underperforming district from 5.2% to 13.7%, increasing regional conversion from 7.5% to 12.9%.
  • Led company-wide membership net growth of 11,468 from May 2024 to January 2025, representing 33% of total company growth and 67% of Arizona market growth.
  • Reduced customer churn by 33% through coaching, onboarding and proactive engagement strategies–mirroring lifecycle management and retention initiatives found in Customer Success roles.
  • Decreased employee attrition from 180% industry average to 91.7%.
  • Managed financial allocations totaling $33.4 million for 2025.
  • Developed strategies for cost control and revenue enhancement, working closely with district managers and general managers to reduce expenses related to labor, chemical supplies, maintenance, and utilities.
  • Reinforced customer trust and long-term satisfaction by building integrity-focused processes–driving improved retention and lowering customer escalations.
  • Designed and implemented structured onboarding program for new hires; established standardized 30-hour training requirement covering sales techniques, product knowledge, and company policies.
  • Designated as lead trainer for all newly hired regional sales managers within 90 days of employment.
  • Leveraged data analysis expertise to identify sales trends, optimize strategies, and accelerate business growth.
  • Recorded training videos for market-specific adaptations of company sales scripts and kiosk technology rollouts used as blueprint for implementation efforts across multiple location updates.
  • Led efforts in local store marketing by forging partnerships with schools, businesses, and community organizations to drive customer engagement and increase membership growth.
  • Piloted new technology rollouts, including kiosk screen layout updates and sales script revisions.
  • Facilitated seamless adoption through targeted training programs.
  • Implemented concept of morning and afternoon customer experience huddles to review CX metrics, and implement role-playing exercises to improve frontline consistency.
  • Community-focused car care provider offering affordable and convenient services, with 110+ locations in 4 states (AZ, TX, CO, and CA) and 1,000+ employees.

Integrated Solutions Manager

AT&T
03.2021 - 04.2023

Led field team operations across SW Washington and Oregon, driving frontline service excellence and client satisfaction while coaching 10-12 managers. Engaged in direct sales efforts by assisting team members in closing deals, inspecting sales procedures, and implementing targeted coaching strategies. Collaborated with senior leadership to analyze customer trends, retention risks, and team performance, driving improvements in service delivery. Maintained direct communication with DOS through weekly strategy calls to analyze performance trends, compare month-over-month/year-over-year growth, forecast sales targets, and discuss territory results, employee performance, and goal-setting initiatives. Oversaw onboarding and development programs for new hires. Identified retention risks and reinforced customer relationships. Developed CX-informed strategies to increase customer acquisition and ensure seamless onboarding experiences.

  • Exceeded wireless voice gross add targets by 69.2% each month, Protech attach rates by 27.7%, Next Up attach rates by 18.6%, and Unlimited Elite Plan attach rates by 38.5%.
  • Drove significant market share growth in Pacific Northwest, achieving 29% lead over competitors in final year.
  • Led sales efforts in converting competitor customers (T-Mobile and Verizon) by emphasizing network value, service discounts, and exclusive device promotions, surpassing regional competitors in customer acquisition.
  • Secured business partnerships by collaborating with business sales team to qualify FirstNet-eligible customers.
  • Facilitated customized service agreements for first responders and affiliated organizations.
  • Leading telecommunications provider delivering mobile and fixed telephony, broadband, and digital television services, with $122.3 billion in annual revenue and 140,900+ employees.

Retail Store Manager | Assistant Store Manager

AT&T
03.2018 - 02.2021

Exceeded VGA targets by 23.2%, Protech attach rates by 32.7%, CRU targets by 58.1%, and DirecTV close rate targets by 41.6%, with market-leading 91.4% install rate. Exceeded sales targets by 25%+ monthly, with peak performance of 108.3% above target, by implementing strategic sales coaching methods to drove consistent revenue growth. Maintained 97% average audit score. Spearheaded coaching programs focused on service excellence and growth, resulting in 4 internal promotions to management roles.

Retail Sales Consultant

AT&T
11.2013 - 06.2017

Exceeded overall target attainment by 63% in 2014, ranking 12th in Pacific Northwest region. Led Digital Life home security sales in 2014, surpassing market averages by 325%. Exceeded 2015 quota by over 200%, which ranked in top 3 in DirecTV sales. Surpassed voice gross add goals by 81.3%, Next Up enrollments by 49.3%, ProTech sales by 32.9%, and tablet and wearable targets by 21.5%. Led CRU business line sales in 2017, which exceeded yearly targets by 213%. Awarded Directors Cut recognition in Q1 and Q3 of 2016, ranking among top 7 sales associates in Washington and Oregon. Secured 237-line business deal consisting of voice, tablet, hotspot, and wearable activations, which surpassed gross add targets by 125%+. Maintained 96.3% customer satisfaction rating while consistently surpassing sales targets.

Education

High School Diploma -

Sherwood High School
Sherwood, OR

Skills

  • Customer Retention Strategy
  • Lifecycle Engagement Strategy
  • KPI Dashboard Utilization
  • Onboarding & Adoption Strategy
  • Data-Driven Insights
  • Team Coaching & Enablement
  • Client Relationship Management
  • Customer Churn Reduction
  • Stakeholder Engagement
  • Cross-Functional Alignment
  • Change Management Support
  • Customer Journey Mapping

Timeline

Regional Sales Manager

Super Star Car Wash
05.2023 - Current

Integrated Solutions Manager

AT&T
03.2021 - 04.2023

Retail Store Manager | Assistant Store Manager

AT&T
03.2018 - 02.2021

Retail Sales Consultant

AT&T
11.2013 - 06.2017

High School Diploma -

Sherwood High School
Orlando Ordex LeosCustomer Success Manager (CSM Transition)
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