PAULA BEIER
Customer Onboarding and Customer Success Management
Magnolia,TX
Summary
I am an organized and motivated employee who enjoys new challenges. I am goal oriented, have a strong work ethic, I am eager to learn new skills, and take on new challenges. I have a history of meeting company goals with consistent practices. I am skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
9
9
years of professional experience
Work History
Customer Onboarding Manager
CAKE
11.2014 - 06.2023
- Developed and implemented a customer-focused onboarding process, ensuring seamless transitions and tailored experiences for clients
- Adapted the process to evolving customer needs, fostering long-lasting relationships and satisfaction
- Revamped departmental procedures, optimizing customer service while creating a positive work environment for the team
- Successfully reduced churn rates by coaching team members on effective customer retention strategies, ensuring customer loyalty and business growth
- Motivated and inspired employees to achieve goals and meet business objectives
- Created team developed webinars used in training our customers
- Performed regular evaluations with feedback to cultivate a highly talented team
- Maintained content management of the Customer University
- Conducted regular industry research to gain consistent education on important factors like trends, legislation, and competitor activity
- Resolved customer escalations and coached the team on the best practices for dealing with these issues
- Able to work with other departments such as Customer Success, Logistics, Product and Development, and Customer Support teams to address and resolve concerns
- Able to bring our customer feature requests consistently to these teams
- Restaurant Management
- Patxi's Pizza
- PF Chang's
Assistant General Manager
Various Restaurants
Patxi's Pizza | Livermore, CA
Assistant General Manager
02/2013 - 08/2014
BOH Training took place at the Palo alto location and then I was moved to the Lafayette location for FOH Training. The Livermore location was my home store. Responsible for assisting the RGM with day-to-day operations and managing the FOH. Oversee the bar area, ordering and inventory of those products. Hire and train bartenders. Schedule bartenders and waitstaff using HotSchedules. Fill in for any other needs or shifts.
PF Chang's | Walnut Creek, CA
Assistant General Manager
03/2010 - 02/2013
Trained in the Pleasanton location and moved to Walnut Creek once completed. AGM to the RGM, duties included scheduling of all FOH staff. Consistently setting shifts up for success. Expedite food during peak hours. Buss tables, run food, clear tables, seat guests, wait on tables, anything that needed to be done during the shift to support the FOH staff. We managed using the Paradigms and it empowered everyone in the restaurant to function at their best.
Went back to the Pleasanton location some years later to help the RGM fill a gap she had in management.
Accomplishments
- Achieved improved COCO by introducing the Orchestrated Onboarding™ Framework (by Donna Weber) for to the team and holding weekly meetings to explore better ways to use this in our processes.
- Collaborated with team of 15 in the development of Enterprise Menu Admin.
- Supervised team of 5 staff members.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plan services.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Skills
- Salesforce
- Slack
- Zoom
- Calendly
- Trello
- Atlasian - Confluence
- WIKI
- JIRA
- Super Admin
- Microsoft Office 365 Suite
- Able to use PC or MAC
- Performance Management
- Expectation Setting
- Time Management
- Project Management
- Performance Evaluations
- Complex Problem-Solving
- Customer Relationship Management (CRM)
- Key Performance Indicators
- Team Leadership
- Verbal and Written Communication
Education
No Degree - Liberal Arts And General Studies
University of Arizona
Tucson, AZHobbies
Gardening - I am an avid Gardner who likes to grow my own food. I grow vegetables, berry bushes, and fruit trees. I also love tropical foliage, so I have a tropical garden designed to attract hummingbirds.
Horses - I ride but I am a very casual rider, my passion is grooming. I am a show groomer and typically will go groom horses for riders expecting to show their horses in an event.
Timeline
Customer Onboarding Manager
CAKE
11.2014 - 06.2023
No Degree - Liberal Arts And General Studies
University of Arizona
Assistant General Manager
Various Restaurants
Similar Profiles
Addiston ElkAddiston Elk
Sales Associate at CakeSales Associate at Cake
Chenin AglipayChenin Aglipay
Free Lance- Pastry Chef at CAKEFree Lance- Pastry Chef at CAKE
Allison GomezAllison Gomez
Retail Brand Ambassador at CAKERetail Brand Ambassador at CAKE
Sherry RaySherry Ray
Cashier at HEB Grocery StoreCashier at HEB Grocery Store
NHAT NGUYENNHAT NGUYEN
Staff Accountant at Quanta ServicesStaff Accountant at Quanta Services