Princella Melton
Huntsville
Summary
Professional in customer success with robust experience in driving client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.
Overview
14
14
years of professional experience
Work History
Customer Success Manager
Verizon 4G Wireless
Huntsville, Alabama, United States
03.2017 - 08.2024
- Dedicated to ensuring customer satisfaction and maximizing value from Verizon’s wireless solutions. I manage onboarding, support, and account growth for enterprise and individual clients.
- Key Responsibilities:
- Onboard new customers efficiently, ensuring smooth activation.
- Serve as the primary contact for ongoing support and issue resolution.
- Identify upsell opportunities and expand account services.
- Collaborate with internal teams to deliver tailored solutions.
- Monitor account health to proactively prevent churn.
- Conduct reviews and training to maximize service utilization.
- Achievements:
- Reduced activation time by 25% through process improvements.
- Increased customer NPS by 10 points via engagement initiatives.
- Decreased churn by 12% with proactive health monitoring.
- Boosted revenue per account by 15% through targeted upselling.
- Enhanced device support, cutting resolution time by 20%.
- Focused on building trust, delivering value, and supporting customer success in a competitive wireless environment.
Team Supervisor
Verizon 4G Wireless
United States
12.2014 - 03.2017
- Key Projects & Achievements:
- Performance Optimization Initiative: Implemented new coaching strategies that increased team first-call resolution rates by 15%.
- Customer Satisfaction Enhancement: Led a quality assurance program that improved customer CSAT scores by 10 points.
- Process Improvement: Streamlined workflow processes, reducing average handle time by 12% and increasing team productivity.
- Training & Development: Developed a training module for new hires, reducing onboarding time by 20% and improving onboarding feedback.
- Employee Engagement: Launched a recognition program that boosted team morale and decreased turnover by 8%.
- Focused on driving team success, enhancing customer experience, and achieving key performance metrics.
Technical Support Specialist
Verizon 4G Wireless
United States
11.2012 - 12.2014
- Key Responsibilities:
- Troubleshoot device hardware, software, and network connectivity issues.
- Provide step-by-step technical guidance via phone, chat, or in-person.
- Escalate complex issues to specialized teams when necessary.
- Educate customers on device features, settings, and security.
- Document technical interactions and resolutions accurately.
- Achievements:
- Reduced average resolution time by 20% through process improvements.
- Achieved a customer satisfaction score of over 90% consistently.
- Developed troubleshooting guides that improved team efficiency.
- Trained new support staff on technical protocols, accelerating onboarding.
- Focused on delivering technical excellence and ensuring seamless connectivity for Verizon Wireless customers.
Customer Service Representative
Verizon 4G Wireless
United States
11.2010 - 11.2012
- Key Responsibilities:
- Assist customers with billing questions, account updates, and service plans.
- Troubleshoot device and network issues to ensure seamless connectivity.
- Promote Verizon products, plans, and accessories to meet customer needs.
- Handle customer complaints professionally and escalate complex issues when necessary.
- Document interactions accurately and follow up to ensure resolution.
- Achievements:
- Consistently achieved high customer satisfaction scores.
- Resolved an average of 80+ customer inquiries daily with a focus on first-call resolution.
- Contributed to team goals by upselling additional services and plans.
- Recognized for excellent communication skills and problem-solving ability.
- Focused on providing friendly, efficient service to enhance customer loyalty.
Education
Bachelor of Business Administration - BBA - Business Administration, Management and Operations
Faulkner University
06.2010
Skills
- Leadership Management
- Stategic Thinking & Problem-Solving
- Effective Communication & Presentation
- Customer relationship building
- Customer account management
- CRM software
- Onboarding and orientation
- Strategic planning
- Customer needs assessment
- Revenue growth
- Customer retention
- Client relations
Timeline
Customer Success Manager
Verizon 4G Wireless
03.2017 - 08.2024
Team Supervisor
Verizon 4G Wireless
12.2014 - 03.2017
Technical Support Specialist
Verizon 4G Wireless
11.2012 - 12.2014
Customer Service Representative
Verizon 4G Wireless
11.2010 - 11.2012
Bachelor of Business Administration - BBA - Business Administration, Management and Operations
Faulkner University