Rebecca Warman (Bowman)
Cincinnati,Ohio
Summary
Highly skilled customer centric professional and collaborative leader dedicated to partnering with cross-functional internal and external teams to meet objectives, goals and initiatives for everyone to succeed in a timely and effective manner. Experience in managing a large number of customers through challenging situations with documented strengths cultivating relationships with a diverse range of stakeholders in dynamic, fast-paced settings. Natural ability to increase sales, decrease losses, collect and strategically deliver feedback for product enhancements, workflow and process improvements to key stakeholders while consistently improving overall customer engagement and satisfaction.
Overview
14
14
years of professional experience
Work History
Customer Success Manager
AmerisourceBergen (Cencora)
06.2021 - Current
- Knowledgeable Inventory Management Solution resource and advisor to key stakeholders on a very demanding 4.5M+ National Account, original founder of PODIS Plus. Identified need to retrain end users, improve workflow, and employee engagement for all 12 practices building over 70 working relationships. Played instrumental role in implementing processes to save hundreds of thousands of dollars.
- Fostered relationships with key external vendor employees at Nextech, NextGen, ModMed and PINE Pharmaceuticals, etc to assist clients with daily business processes, integration building or issues, process improvements, etc. Improved onboarding success rate by over 25% when coordinating go live dates.
- Integral to feature expansion of the platform by leveraging customer feedback, strategic communication, observation, creative problem solving, critical thinking and data analytic skills. Over 85% approval rate on submitted feature requests..
- Successfully project managed customer onboarding from start to finish for over a year without notice after losing our legacy Interface Manager and Integration Coordinator within 2 weeks. Collaborated with manager and coworker to train temporary Onboarding Specialist borrowed from another internal team, new Integration Manager and Customer Success Manager as well as document and improve overall Onboarding process while SaaS sales grew by over 50% in the last 2 years.
Senior Chat Sales Specialist
Altafiber, Formerly Cincinnati Bell
11.2016 - 06.2021
- Tasked with managing three customers on chat with a fourth customer on the phone, simultaneously providing each customer with the best solutions to meet their needs while navigating systems to place and track orders.
- Trained, coached and mentored new sales associates for maximum performance while maintaining LivePerson Chat Software predefined content for the sales team resulting in increasing VAS attachment rates by over 30% and over all sales by over 10 %. Also, decreased churn within the first 90 days by over 12%. Top sales performer for entire tenure, awarded President's Club in 2019.
- Performed research to analyze behavior of customers, including purchasing habits and devised multiple email template campaigns in AutoKlose for the sales team to use in conjunction with outbound calls.
- Built strong, professional relationships throughout the organization. Selected by Sr Product Manager to provide customer feedback and share ideas to improve products, services, increase sales and improve customer retention after promotional periods end. My idea to stair step increases over the coarse of 3 years was implemented.
- Placed on cross-functional team collaborating with a cross-functional team between two other companies to ensure the business holistically covers functional and business requirements for Sales and Support Chat & SMS/Text prior to a potential change in vendors.
Communications Consultant
Altafiber, Formerly Cincinnati Bell
02.2013 - 11.2016
Personal Banker
Fifth Third Bank
10.2014 - 04.2015
Certified Trainer / Server
Cheesecake Factory
01.2009 - 02.2013
Education
College of Leadership Foundations
Altafiber, Formerly Cincinnati Bell2017
Business Writing - undefined
Xavier University
2014
Bachelor of Science - Sport Management, Business
Mount St. Joseph University
2012
Skills
- Deliver Technical Presentations & Training
- Process & Product Improvement
- Best Practices and Methodologies
- CRM Software
- Consultative Selling Techniques
- Strong Technical Acumen
- Strategic Communication
- Creative Problem Solving, Critical Thinking & Analytical Skills
Timeline
Customer Success Manager
AmerisourceBergen (Cencora)
06.2021 - Current
Senior Chat Sales Specialist
Altafiber, Formerly Cincinnati Bell
11.2016 - 06.2021
Personal Banker
Fifth Third Bank
10.2014 - 04.2015
Communications Consultant
Altafiber, Formerly Cincinnati Bell
02.2013 - 11.2016
Certified Trainer / Server
Cheesecake Factory
01.2009 - 02.2013
College of Leadership Foundations
Business Writing - undefined
Xavier University
Bachelor of Science - Sport Management, Business
Mount St. Joseph University
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