Patricia Carmoney
Keller,TX
Summary
Seeking a challenging position where my knowledge can be used to enhance profitability and company culture with an organizational, technical, customer service, customer success, and sales support background. Experienced in Customer Success bringing 20+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities.
Overview
27
27
years of professional experience
Work History
Customer Support Manager/Operations Manager
Shine Early Learning
10.2023 - Current
- Provide exceptional customer support to early learning customers which includes product knowledge, customer engagement, and product support
• Assists team members in partner onboarding/retention
• Create and maintain Smartsheet and Google reports
• Serve as product expert on digital experiences for staff and customers
• Answer customer service-related questions via telephone, email, and support inquiries
• Lead internal initiatives to build efficiencies, team knowledge, and increase customer satisfaction
• Reconcile financial data for reporting
• Manage call logs and resolve customer issues to improve operational efficiency by 35%
• Streamlined the customer support process for faster resolution times and improved customer experience
• Facilitate timely completion of projects by providing essential administrative support to cross-functional teams
• Developed and implemented processes for RFPs (Request for Proposal) and placing print orders
• Analyze inventory to prevent backorders
• Identify opportunities for cost savings
Event Planning and Logistics Manager
Frog Street Press
07.2018 - 09.2023
- Registration manager for Frog Street’s annual Splash Conference
- Responsible for the registration of over 2200 attendees
- Manage the Eventsquid Registration Database
- Process all event-related payments via purchase orders, checks, and credit cards
- Verify registrations are correct and paid and contact attendees for payment when needed
- Track all complimentary registrations for staff and VIP guests
- Create name badges for all attendees, staff, speakers, and exhibitors
- Create and maintain an event FAQ
- Project manage and create all smaller Splash events throughout the year – including attendee registration, event planning and set up, event tear down, and debrief
- Create and run weekly reports for conference data for c-suite and executive leadership, including a ‘Comparison Report’ to compare the current conference year revenue and expenses with other years
- Reconcile financial data for reporting
- Manage and direct registration onsite at the Conference
- Serve as event information lead onsite for any customer inquiries
- Address and delegate all conference-related questions that come in via email, phone, website inquiry, or help ticket.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Customer Success/Customer Care Specialist
Frog Street Press
02.2016 - 09.2023
- Provide product implementation, customer engagement, life cycle management, technical and product support for internal staff and customers, e.g., rostering, API integrations, database management, knowledge-based help tools
- Manage onboarding process for all customers for Frog Street’s Digital Offerings – including set-up, check-in, and retention meetings to identify needs and risks
- Create and maintain Smartsheet reports
- Serve as product expert on digital experiences for staff and customers
- Oversee Pilot and Demo requests for entire suite of Frog Street offerings
- Create product proposals for all Frog Street products to support and collaborate with Account Executives, Professional Learning, and Sales Executives
- Serve as expert on Salesforce CRM database and its use, e.g., updating Salesforce opportunities, quotes, merging accounts if needed, and adding products
- Enter customer orders using the Sage ERP tool
- Answer customer service-related questions via telephone, email, and Help Desk Tickets
- Lead internal initiatives to build efficiencies, team knowledge, and increase customer satisfaction
- Manager for the Level One Support Staff - including managing call desk employees and overseeing the Freshdesk Ticket System.
- Recommended and upsold products, resulting in an increase in revenue.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Took ownership of customers issues to follow problems through to resolution.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Provided customers with detailed information on company products, services and materials.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Assistant Store Manager
Dollar Tree
10.2014 - 07.2022
- Efficiently manage store closing procedures, ensuring a smooth end-of-day operation
- Assist cashiers in their duties, maintaining a high standard of customer service
- Conduct inventory checks and restock items as needed to ensure a well-stocked store
- Maintain the store's appearance to enhance the overall customer experience
- Complete daily paperwork and oversee bank deposits to ensure financial accuracy
- Welcome and assist customers in a positive and approachable manner
- Address customer inquiries, answer questions, and resolve concerns promptly
- Under the guidance of the Store Manager, supervise a team of 15 Store Associates
- Participate in hiring, training, and development processes to enhance team performance.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
Sales Administrator for Mid-Central Region
Tempur Sealy International
05.2013 - 10.2015
- Manage travel arrangements, T&E reports, field sales reports, dealer merchandise and material orders for Regional Sales Director, Field Sales Manager, Territory Sales Managers and Field Sales Consultants
- Assist 11 Sales Reps and Region with company policies and dealer needs
- Manage store/onsite visits, including set up and breakdown for training sessions
- Organize merchandise repair and/or replacement and manage production projects for Regional Meetings twice a year at off-site locations
- Manage Open House events at various locations throughout the year
- Prepare and maintain region dealer lists and sales rep contact list
- Support twelve dealers with product placement, ordering, placement, and problem solving.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to products and services.
Education
Bachelor of Science -
Midwestern State University
Wichita Falls, TXSkills
- Proficient in Microsoft Office Suite
- Proficient in CRM/Database Management including Goldmine, Salesforce, Eventsquid, Hubspot
- Proficient in Freshdesk (Customer Service/Help Desk Ticketing Platform)
- Utilized 10-key skills effectively for over two decades, ensuring accuracy and efficiency in data entry
- Extensive Customer Service and Customer Success Expertise
- Proven ability in planning and executing successful events for over a decade
- Skilled in Smartsheet, Google Sheets, Google Docs, Google Forms, Google Workspace and Adobe PDF
- Training and coaching
- Inter-department collaboration
Certification
- Core Product Certified , Smartsheet - September 2024
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Support Manager/Operations Manager
Shine Early Learning
10.2023 - Current
Event Planning and Logistics Manager
Frog Street Press
07.2018 - 09.2023
Customer Success/Customer Care Specialist
Frog Street Press
02.2016 - 09.2023
Assistant Store Manager
Dollar Tree
10.2014 - 07.2022
Sales Administrator for Mid-Central Region
Tempur Sealy International
05.2013 - 10.2015
Bachelor of Science -
Midwestern State University
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