Patricia Le
Frisco,TX
Summary
Professional, organized individual experienced as individual contributor in customer success/account management with over 5 years working with B2B and direct with customers in SaaS industry working with C-level internal and external stakeholders, management and end platform users.
Experienced using: Microsoft Suite 360, Canva, Adobe Suite, Slack, Google Suite, HubSpot, Salesforce, HootSuite, Zapier, Tablaeu, Salesforce, eCW, Social Media (Instagram, Facebook integrations), LiveRamp integrations, Trello, Asana
- Experience working with data-driven clients using Tableau and dashboard analytics to support use cases and renewals
- Executed onboarding meetings to discuss platform uses, case studies, and to provide client roadmap to success and understand SLA expectations
- Held post-sales meetings to understand client platform expectations, technical integration limitations and expectations
- Created onboarding materials including decks and one pagers with support of marketing department
- Supported client platform use and adoption to increase up to over 700% adoption and use over one year utilizing NPS scores, client feedback and reviews to understand ways to best improve service
- Able to strategize high-level marketing plan to increase effectiveness and engagement from platform users
- Experienced in project management/coordination to create and launch marketing campaigns to support client educational materials - emails, one-pagers, videos - so understand feature launches,
- Ability to collaborate with technical teams to plan feature launches and timelines to accurately communicate features expectations with clients
- Provide clear communication via email, phone, virtual Zoom or Google Video calls with internal and external stakeholders including c-level executives, supervisors and management
Overview
7
7
years of professional experience
Work History
Supervisor
Fivestar Pulmonary Associates
12.2024 - Current
- Oversaw daily operations of multiple departments including onsite and virtual teams, ensuring smooth workflow and timely completion of tasks, providing routine reminders and clarity over internal policies and policy updates
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions via daily review of telephone and email communication turnaround times reduced to 24-48 hours from up to 7 days average
- Applied strong leadership talents and problem-solving skills to when dealing with internal employee conflict through discussion, re-training, and policy reinforcement
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members with shared documentations between leadership and independent contributers
- Utilized marketing campaigns for patients and customers including text, email and phone calls to inform of new policies to support compliance with government, internal and insurance company requirements
Manager
Fivestar Pulmonary Associates
04.2024 - 12.2024
- 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.
- Improved marketing to attract new customers and promote business.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques through quarterly townhall trainings and frequent mini trainings
Sales Consultant
BioDerm MedSpa
01.2024 - 04.2024
- Documented medical diagnosis and treatment plans within CRM
- Followed doctor recommendation on patient diagnoses and treatment plans
- Provided treatment and procedure knowledge to patients for clear understanding of treatment plans and timeline expectations
- Communicated clearly with patients for clear understanding of diagnosis and medical terminology
- Enhanced team performance by sharing successful sales strategies and best practices in regular team meetings.
Assistant/Project Management
KEENE HOME DESIGNS
07.2023 - 12.2023
- Utilize Excel and Numbers to track products and projects
- Assisted in the successful completion of projects by coordinating tasks, monitoring progress, and maintaining documentation
- Coordinated site visits with vendors through call and emails and site visits
- Communicated via email and phone to work with vendors on contract specifics including pricing and timeline of delivery of projects
- Oversaw vendors on site during project completion to ensure follow SLA and project expectations, communicated with business owner to ensure project alignment
- Completed detailed measurements on lighting fixtures and cabinetry using Excel to ensure vendors were able to provide best recommendations
Sales Consultant
CLOSETS BY DESIGN
09.2022 - 05.2023
- Created email marketing campaigns with promotional and educational content
- Completed contract paperwork and reviewed with clients, submitted internally
- Conducted comprehensive product demonstrations for clients, resulting in increased understanding of features and benefits.
- Nurtured leads through consistent follow-ups, ultimately converting prospects into satisfied customers.
- Worked with clients on custom closet and home designs
- Designed closets and worked with clients on revisions
- Worked with internal engineers and managers to ensure timely project installation
- Communicated with clients to ensure they were updated on client project status and satisfaction
Customer Success Digital Marketing Manager
Bridg
10.2021 - 08.2022
- Led first time process of onboarding client phase from post client sales to SAAS platform education and goal creation to lead to client success
- Supported clients with Facebook Ads integration for digital marketing strategy to target demographics based on promotion type and season
- Completed first of company’s first post-sales/contract sign-on ‘onboarding meeting/go-live’ with client (CTO, Director of Marketing) to assess technical requirements to successfully integrate with platform, led alongside internal Director of Engineering
- Led communication of onboarding assessment meeting internally regarding clients’ technical integration requirements via Slack, internally email, and directly with client via email to ensure all parties were aligned
- Educated nation’s largest fast casual restaurants including Ruby Tuesday’s & Checker’s on platform features via initial onboarding meeting via presentation
- Worked directly with C-level engineers and project managers on new client onboarding via account technology stack and integration opportunities and requirements
- Utilized client intake meetings to create alignment between account and internal engineers, post-sales/account team, and management on client goals and marketing objectives by quarter
Account Manager- Marketing
VARITALK
08.2019 - 04.2023
- Partnered with global film, broadcasting & retail executives for written marketing content for personalized evergreen educational content (Viacom, Brooks Running, Fox Entertainment Group, Nickelodeon, Spongebob Squarepants)
- Held weekly meetings with account to manage ongoing technical upgrades to integration, with timelines, responsible parties, and tasks so parties were in alignment on content
- Experience overseeing 4 major national campaigns with over 100k users average
- Created written content and scripts for top properties abiding by client's property tone, style, and voice
Account Manager - Marketing
EMERGING CONCEPTS
01.2019 - 01.2023
- Created program resulting in 60% growth and over 1000 individual client sites launched
- Identified & executed optimal communication mediums across executives, management and servers resulting in over 700% increased engagement
- Created email campaigns and campaign schedules including writing copy, selecting visuals and determining appropriate release schedules
- Collaborated with team writers and edited creative marketing content for platform use
- Reviewed written scripts for video marketing content for tone and brand accuracy, collaborating with marketing team
- Strategized high-level marketing calendar for clients based on demographics, marketing avenue, and target reach with quarterly campaign launches
Case Manager
Aetna Health Insurance
01.2018 - 03.2019
- Worked responsibly and proactively remotely
- Managed caseload of 45+ patients requiring quarterly assessment in person and over phone
- Achieved positive client outcomes by developing and implementing comprehensive case management plans that complied with government and insurance requirements for payment
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Completed quarterly needs based assessments to identify appropriate in-home care with customers including reassessment with patient & medical professionals
- Coordinated essential services for home health clients, resulting in improved overall well-being and self sufficiency under the guidelines of each participants health plan
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies for in-home care needs
Education
Bachelor of Science - Communicative Disorders
Northern Illinois University
DeKalb, IL05.2012
Skills
- Training and mentoring - support employees and/or platform users with product features, use cases, and policies to ensure compliance and alignment
- Process improvement - contribute to feedback of operational and product feedback from clients to improve customer reviews, adoption and inefficiencies internally
- Project management - Oversee marketing and product educational campaign materials including email, one pagers, videos, copy, and images to ensure brand compliance Worked with technical teams to create roadmaps to feature launches, clearly outlining feature capabilities for clear client expectations
- Verbal and written communication - Continuous client communications via email, phone, and inperson and virtual meetings to maintain relationships with internal and external stakeholders and provide overview of client health status
- Documentation and reporting - Experience using CRMs with clear documentation on client communications
- Change management - Identifying opportunities in client use to grow account using feedback, curiosity, and empathy to understand client goals
- Goal oriented - Identifying opportunities in growth with client use cases to expand contracts upon renewal, create and follow customer journey roadmapping to maintain alignment and clear expectations with clients and internal stakeholders
Skills Experience
- 5+ years client facing in SaaS industry
- 6+ years utilizing CRMs including HubSpot, Salesforce
- 5+ years working directly with technical teams to understand platform features and timelines for flient delivery
- 5+ years working directly with C-level, supervisor leadership
- 2+ years leadership managing teams and projects
- 5+ years collaborating with creative team for written content for video, digital, and print publications
- 10+ years of working as an independent contributor
- 4+ years of reviewing/editing written content for video, script, and print publications
- 2 years researching properties and subject matter for written scripts for video and voice projects for brand accuracy
- 6+ years Interdisciplinary Team / Cross Functional Team Collaboration
Currently pursuing Customer Success Management Certification through Cisco
Timeline
Supervisor
Fivestar Pulmonary Associates
12.2024 - Current
Manager
Fivestar Pulmonary Associates
04.2024 - 12.2024
Sales Consultant
BioDerm MedSpa
01.2024 - 04.2024
Assistant/Project Management
KEENE HOME DESIGNS
07.2023 - 12.2023
Sales Consultant
CLOSETS BY DESIGN
09.2022 - 05.2023
Customer Success Digital Marketing Manager
Bridg
10.2021 - 08.2022
Account Manager- Marketing
VARITALK
08.2019 - 04.2023
Account Manager - Marketing
EMERGING CONCEPTS
01.2019 - 01.2023
Case Manager
Aetna Health Insurance
01.2018 - 03.2019
Bachelor of Science - Communicative Disorders
Northern Illinois University
Similar Profiles
Lativia LewisLativia Lewis
Medical Assistant at Pulmonary Associates of the South EastMedical Assistant at Pulmonary Associates of the South East
Tuanita BonnerTuanita Bonner
Billing Charges Specialist at Pulmonary Associates Of RichmondBilling Charges Specialist at Pulmonary Associates Of Richmond
Stacy GurickStacy Gurick
Respiratory Therapist Supervisor at Pulmonary & Sleep Associates of South JerseyRespiratory Therapist Supervisor at Pulmonary & Sleep Associates of South Jersey
Camryn Shirley-DunneCamryn Shirley-Dunne
EFC – Warehouse Partner at H-E-BEFC – Warehouse Partner at H-E-B
Noah DonovanNoah Donovan
Operations Manager at ZaraOperations Manager at Zara