Paula T. Hargrove
Chicago,IL
Summary
Customer Success professional with a proven ability to build strong client relationships and drive retention. Skilled in onboarding, implementation, and account management, with success in improving satisfaction and business outcomes. Reliable and adaptable, consistently meeting goals, and resolving complex issues to support client and organizational growth.
Overview
15
15
years of professional experience
Work History
Master Data Steward (Data Governance)
UL Solutions
Northbrook, USA
11.2022 - 07.2025
- Led resolution and merging of 3,000+ duplicate accounts while training 40 team members on governance policies, reducing repeat issues by 25%.
- Maintained accuracy of 50,000+ customer records across Oracle, Salesforce, and Informatica MDM systems.
- Collaborated with Sales, Finance, and Operations to deliver 3 enterprise-level projects on time and within compliance standards.
Client Success Specialist
M1 Finance
Chicago, USA
11.2021 - 11.2022
- Provided onboarding and retention support for 50+ client accounts, resolving escalations and ensuring high adoption rates.
- Partnered with cross-functional teams (Sales, Product, Fraud, and Technical) to resolve client issues, maintaining 95% client retention.
- Delivered personalized support that strengthened client satisfaction and loyalty.
- Monitored client feedback and identified areas for service improvement and support enhancement.
Renewal Specialist
Wheels, LLC
Des Plaines, USA
09.2019 - 11.2021
- Coordinated vehicle registration processes for 9,000+ clients annually across multiple states, ensuring compliance and on-time delivery.
- Managed 50+ Salesforce cases monthly, consistently meeting SLA standards and achieving timely resolution.
- Selected to lead a high-visibility project that improved efficiency and service delivery for client registrations.
Sales Floor / Guest Experience Team Leader
Target Corporation
Chicago, USA
06.2010 - 06.2019
- Advanced through multiple promotions from Sales Floor Team Member to Guest Service Team Leader and Sales Floor Team Leader.
- Directed and coached up to 50 employees in scheduling, training, and customer service performance management.
- Trained front-end team members through role plays and mentoring to consistently achieve RedCard sales goals.
- Resolved escalated customer issues, improving service satisfaction scores and team morale.
Lead Receptionist
H&R Block
Chicago, USA
09.2011 - 06.2012
- Supervised front-desk operations, including appointment scheduling, customer inquiries, and payment processing.
- Delivered customer-focused support that improved office efficiency and client satisfaction.
- Trained new receptionists on procedures and customer service standards.
- Assisted clients with basic questions about tax services and documentation needed.
Education
AA - Business Administration
Harry S. Truman College
Chicago, ILSkills
- Customer Success Management and Onboarding
- Team training and performance management
- Customer retention and satisfaction
- Conflict resolution and escalation management
- Process improvement and workflow optimization
- Cross-functional collaboration
- Effective communication
- CRM tools: Salesforce, Oracle, MDM Informatica
- Microsoft Office Suite (Excel, PowerPoint, Outlook, Word)
- QuickBooks
- Tableau
- Asana
- Slack
Timeline
Master Data Steward (Data Governance)
UL Solutions
11.2022 - 07.2025
Client Success Specialist
M1 Finance
11.2021 - 11.2022
Renewal Specialist
Wheels, LLC
09.2019 - 11.2021
Lead Receptionist
H&R Block
09.2011 - 06.2012
Sales Floor / Guest Experience Team Leader
Target Corporation
06.2010 - 06.2019
AA - Business Administration
Harry S. Truman College