Philip Sparks
Uncasville,CT
Summary
Customer relations professional with a solid background in driving customer engagement and loyalty. Known for fostering a collaborative team environment to achieve company objectives. Reliable and adaptable, with strong technical, communication, and problem-solving skills.
Overview
17
17
years of professional experience
Work History
Customer Success Director
Lux Scientiae
01.2024 - Current
- Empowered decision-making aligned with company values.
- Enhanced experiences through continuous improvement and innovation.
- Ensured prompt handling of client concerns in cooperation with cross-functional teams.
- Forged robust relationships with key clients, enhancing account retention and growth.
- Manipulated and visualized data to gain customer insights.
- Engaged in timely escalations to address and resolve complex challenges efficiently.
Manager of Customer Success and Support
Lux Scientiae
01.2022 - 01.2024
- Inspired team members to increase work output and dedication.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Addressed staff disagreements by understanding issues and proposing suitable resolutions.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Promoted a workplace atmosphere that prioritized employee development.
- Implemented strategies to achieve departmental objectives.
- Developed future leaders within organization through mentoring.
- Spearheaded cross-departmental teams to meet project objectives.
Customer Success Manager
Lux Scientiae
01.2020 - 01.2022
- Guided clients through onboarding process for successful adoption.
- Cultivated trust with key customers, enhancing their loyalty
- Worked closely with sales team for smoother customer transitions.
- Developed strategies for clients' future success.
- Worked with operational teams to resolve service issues efficiently.
- Obtained valuable feedback following implementation, driving quality enhancements.
Technical Support Technician
Lux Scientiae
02.2017 - 01.2020
- Enhanced user experience by swiftly troubleshooting technical problems.
- Enhanced operational efficiency through outstanding support services.
- Enhanced efficiency through comprehensive understanding of company products and services.
- Facilitated user assistance for software installations via phone and email support.
- Boosted customer retention rates through exceptional communication.
Chief Product Officer
Brainnr
12.2015 - 12.2016
- Designed a digital solution to facilitate remote education for adolescents across the SAARC countries.
- Analyzed competitor products for market analysis.
- Encouraged a creative and experimental mindset among team members.
United States Marine
United States Marine Corps
11.2007 - 11.2012
- Tracked and allocated equipment, personnel, and supplies effectively.
- Ensured essential equipment remained in optimal condition through routine maintenance.
- Mentored junior Marines, fostering leadership skills.
- Consistently maintained high performance under pressure despite challenging conditions.
Education
Bachelor of Science - Business Administration
Bryant University
Smithfield, RI06-2015
Skills
- Customer satisfaction
- Systems Administration
- SaaS Solution Scoping
- CRM software
- Client onboarding
- Document analysis
- Client retention
- Staff management
- Brand awareness
- Statistics Analysis
- Performance evaluation
- Performance management
Certification
- Process Measurement & Metrics, BPM Institute
- Cybrary: Command Line Basics, HIPAA Training, CompTIA Linux+ (10 CEUS/CPES +9 hours)
- SumoLogic Search Mastery
Military Service Awards
- Afghanistan Campaign Medal (x2)
- Global War on Terrorism Service Medal
- Letter of Appreciation (x5)
- Marine Corps Good Conduct Medal
- Meritorious Mast
- National Defense Service Medal
- NATO Medal-ISAF Afghanistan (x2)
- Sea Service Deployment Ribbon (x3)
Timeline
Customer Success Director
Lux Scientiae
01.2024 - Current
Manager of Customer Success and Support
Lux Scientiae
01.2022 - 01.2024
Customer Success Manager
Lux Scientiae
01.2020 - 01.2022
Technical Support Technician
Lux Scientiae
02.2017 - 01.2020
Chief Product Officer
Brainnr
12.2015 - 12.2016
United States Marine
United States Marine Corps
11.2007 - 11.2012
- Process Measurement & Metrics, BPM Institute
- Cybrary: Command Line Basics, HIPAA Training, CompTIA Linux+ (10 CEUS/CPES +9 hours)
- SumoLogic Search Mastery
Bachelor of Science - Business Administration
Bryant University
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