RANDY DELGADO
Austin
Summary
Dedicated Customer Success professional with expertise in client retention and platform integration. Recognized for developing strong client relationships and delivering tailored solutions that enhance satisfaction and drive a 90% renewal rate, ensuring long-term business success.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
Cision
09.2022 - 05.2026
- Achieved a 90% renewal of client book annually.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with clients to identify needs and facilitate goal achievement.
- Educated clients on Cision platform features to align with business objectives.
- Monitored client satisfaction with the platform and services.
- Addressed customer requests with tailored support and actionable recommendations.
- Help clients utilize the AI features built into Cision with creating boolean strings and finding outlets/journalist for media releases.
Customer Support Specialist
Cision
08.2021 - 09.2022
- Handle complex requests and escalations while meeting customer timelines.
- Served customer account and technical needs through daily calls, meeting established productivity and quality standards.
- Assisted customers via phone, chat, and ticket process to resolve requests efficiently.
- Facilitated customer feature requests across multiple platforms, enhancing user experience.
Sr. Sales Associate
Apple
04.2018 - 07.2021
- Provided knowledgeable support to customers and team members, consistently ranking as a top performer.
- Thrived in fast-paced retail environments, adapting quickly to changing demands.
- Applied critical thinking to analyze customer issues, identify effective solutions, and make informed decisions.
- Adaptable and proficient in learning new Apple technology concepts quickly and efficiently.
Order Support Specialist
Apple
09.2020 - 05.2021
- Resolved emergency tasks that had accumulated over 3 weeks.
- Adapted to order support tier 2 role, mentoring new recruits and facilitating knowledge sharing on issue resolution.
- Managed order processing and fulfillment for customer inquiries.
- Collaborated with cross-functional teams to resolve order issues.
- Assisted customers with product selection and order tracking.
RCC Sales Chat Tier 1
Apple
05.2020 - 09.2020
- Assisted customers in product knowledge and purchasing Apple products to enhance online shopping experience.
- Guided customers in comparing Apple products, identifying their needs, and sharing financial options that best suited them.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
Associate of Arts - Digital Video and Cinema%c Produc%on
Northwest Vista College
San Antonio, TX01-2013
Skills
- Customer Success
- Account Management
- Sales
- Client retention strategies
- ChurnZero
- Salesforce
- Customer relationship management
- Technical troubleshooting
- Platform integration
- AI utilization
- Excel
- Relationship management
- Outlook
- Teams
- Zoom
- Retention strategies
- Troubleshooting
Timeline
Customer Success Manager
Cision
09.2022 - 05.2026
Customer Support Specialist
Cision
08.2021 - 09.2022
Order Support Specialist
Apple
09.2020 - 05.2021
RCC Sales Chat Tier 1
Apple
05.2020 - 09.2020
Sr. Sales Associate
Apple
04.2018 - 07.2021
Associate of Arts - Digital Video and Cinema%c Produc%on
Northwest Vista College