Phyllis Leath
Union,NJ
Summary
Certified ScrumMaster and accomplished Customer Success professional with 12 years of experience, including a role as Global Customer Success Senior Manager at QWay Healthcare. Excelled in building and scaling customer success departments, fostering strong client relationships, and driving customer satisfaction and retention. Seeking a ScrumMaster position to leverage expertise in team leadership, strategic planning, and client engagement for sustained growth and success. Team-driven scrum master knowledgeable in task prioritization, risk management and workflow optimization. Committed agile expert with several years of expertise in public speaking, presenting information clearly and developing high performing teams. Collaborative individual remains poised in all types of situations.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Success Account Manager
CSL Seqirus
Summit, NJ
04.2024 - Current
- Manages customer interactions through calls and emails, ensuring timely resolutions to delivery issues and providing essential product information
- Provides troubleshooting support and training for the Flu360.com website, enhancing user experience and facilitating customer education
- Collaborates with healthcare professionals and internal teams to achieve sales objectives and maintain accurate distribution and data records
Global Customer Success Senior Manager
QWay Healthcare
Cranbury, NJ
02.2023 - 11.2023
- Developed a customer success department focused on scalability and growth, optimizing people, processes, and strategies to prioritize customer satisfaction
- Served as a liaison between C-suite clients and account managers, fostering high-level communication and strategic partnerships
- Worked collaboratively with Customer Support leaders to analyze and enact service improvements, enhancing client satisfaction and return on investment
Customer Service Team Manager II
Audible
Newark, NJ
07.2020 - 05.2023
- Managed a team of 25 customer service agents, ensuring high standards of assistance and support to clients
- Developed and implemented team goals, contributing to enhanced performance and streamlined procedures for the call center
- Conducted hiring, coaching, and training of new staff, focusing on upholding exceptional customer service practices
- Monitored key performance metrics such as accuracy and call-waiting time, delivering detailed reports to inform departmental and management decisions
Client Services Team Manager
Tory Burch LLC
Jersey City, NJ
03.2019 - 08.2019
- Managed a multi-channel contact center team, refining systems, and optimizing processes; focused on elevating customer service through comprehensive training programs
- Developed and coached team members to drive sales revenue while ensuring a high-touch, seamless omni-channel customer experience
myHR Call Center Supervisor
Sanofi
Bridgewater, NJ
03.2018 - 03.2019
- Company Overview: (Contract)
- Analyzed call volume and staffing metrics using KRONOS data to optimize contact center staffing levels and maintain service standards
- Compiled and presented weekly reports on agent productivity, schedule adherence, and overall call center performance to inform management decision-making
- Coordinated with HR and senior management to streamline processes, address technical and scheduling issues, and enhance customer service delivery
- (Contract)
Call Center Supervisor
PVH
Bridgewater, NJ
05.2017 - 03.2018
- Managed a customer service team, ensuring adherence to key performance indicators through diligent monitoring of multi-channel communication systems, including phone, chat, and ecommerce platforms
- Delivered ongoing coaching and training to representatives, enhancing team proficiency and ensuring high-quality consumer interactions across major retail brands
- Coordinated with product development managers to provide consumer feedback, and oversaw the accurate recording of customer sales data in the IP tracking system
Account Executive
Video Corporation of America
Somerset, NJ
09.2014 - 12.2015
- Utilized advanced verbal and written communication skills to successfully close sales, consistently meeting and surpassing sales targets recognized by company accolades
- Upheld an outstanding customer service record while staying informed about product offerings and competitor initiatives
IDM Field Engagement Manager
Dell Inc.
Round Rock, TX
04.2011 - 02.2012
- Company Overview: (Remote Contract)
- Coordinated with cross-functional teams including Marketing, GCC, Services, Domain Specialists, and Partners to optimize solution positioning for customers, resulting in Dell securing advantageous opportunities
- Increased sales by 150% for the supported sales teams by developing strategic initiatives for both existing and potential accounts and hosting customer engagement events to strengthen relationships
- (Remote Contract)
Customer Sales Support/National Accounts
Strategic Products and Services
Cedar Knolls, NJ
10.2004 - 08.2007
- Coordinated AVAYA telephone system installations and implemented process improvements to boost productivity and time management
- Resolved complex billing and service-related issues for over 2,000 national accounts, earning multiple commendations for exceptional customer service
Education
Bachelor of Arts - Psychology, English
Kean University
Union, New JerseySkills
- Scrum
- Agile
- Strategic Planning
- Quality Assessment & Audits
- Project Coordination
- Time Management
- Key Operations Metrics
- Staff Training
- Team Leadership
- Account Management
- Customer Success
- Microsoft Office
- Reporting
- Billing Management
- Performance Reviews
- Presentations
- Quarterly Business Reviews
Certification
- Certified ScrumMaster
Timeline
Customer Success Account Manager
CSL Seqirus
04.2024 - Current
Global Customer Success Senior Manager
QWay Healthcare
02.2023 - 11.2023
Customer Service Team Manager II
Audible
07.2020 - 05.2023
Client Services Team Manager
Tory Burch LLC
03.2019 - 08.2019
myHR Call Center Supervisor
Sanofi
03.2018 - 03.2019
Call Center Supervisor
PVH
05.2017 - 03.2018
Account Executive
Video Corporation of America
09.2014 - 12.2015
IDM Field Engagement Manager
Dell Inc.
04.2011 - 02.2012
Customer Sales Support/National Accounts
Strategic Products and Services
10.2004 - 08.2007
Bachelor of Arts - Psychology, English
Kean University
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