Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Reese Leonard

Reese Leonard

San Diego,CA

Summary

High energy performance-oriented Customer Success Leader with a record of developing and implementing customer retention and expansion initiatives that achieve significant results. Proven ability to identify customer needs and align company resources to provide a superior customer experience.

Overview

17
17
years of professional experience

Work History

Director of Customer Success

Workiz
San Diego, CA
03.2020 - Current
  • Maintained churn rate below 3% and grew monthly expansions from $18,000 MRR to over $44,000 MRR
  • Created CS knowledge base with sales strategies, retention, and scripts.
  • Built, led and measured team of 10 customer success managers.
  • Consistently grew businesses through SAAS and other expansions such as phone service, payments processors, etc.
  • Implemented processes that increased renewal rates as well as expansion revenue growth through cross-sell and up-sell opportunities.
  • Defined and optimized customer lifecycle by mapping out journey and enhancing experience along the way.
  • Provide coaching and mentorship for all Customer Success activities including onboarding, training, professional services, customer support, customer success management, renewals, and expansion.
  • Started as Customer Success manager, promoted 3 times in 2 years.
  • Implemented customer-centric approach throughout organization and served as liaison between departments on behalf of customer and my team.

Director of Customer Service

Be Found Jobs
Tampa, FL
01.2013 - 05.2019
  • Maintained customer satisfaction rate of 99% M.O.M.
  • Effectively managed high volume of incoming customer inquiries via phone, webinar, email and CRM software such as Zendesk.
  • Created all training documentation, FAQ's and membership site content.
  • Reported directly to CEO and maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
  • Managed retention quotas, payments, refunds and chargebacks.
  • Delegated and created processes for 3 employees to maintain high volume product fulfillment
  • Trained and provided weekly coaching to over 600 resellers of our product.
  • Tracked results of various promotional campaigns by gathering feedback from customers and recommended areas of improvement.

BeFoundJobs Business Coach

Be Found Jobs
Tampa, FL
01.2014 - 01.2019
  • Managed $100,000 MRR in clients
  • Weekly coaching calls with business owners to set targets and accountability.
  • Moderating and running sales webinars of 1000+ weekly attendees.
  • Setting up sales funnels via CRMs and landing pages Creating websites and landing pages
  • Created spreadsheets and trainings to streamline product fulfillment Handling high volume product fulfillment and delivery Train and provide support to train new hires on coaching system.
  • Attended seminars, business expos and other events to develop and support small businesses.
  • Maintained minimum of 50 clients recurring per month

Customer Relations and Operations Specialist

Nationwide Record Retrieval
Tampa, FL
01.2010 - 02.2013
  • Created effective processes and strategies to retrieve records within 21 days of subpoena being served.
  • Created and lead "VIP" team of 5 employees and exceeded records retrieved quota monthly.
  • Administrative duties such as: filing, scanning, faxing and copying Maintaining files in management software
  • Heavy outbound calling to medical facilities and law offices Supervising call department employees
  • Cross-trained in billing, invoicing and collections
  • Trained and certified in HIPAA laws and practices.

Skills

  • Industry Knowledge: Sales, Management, Leadership, Marketing, Training and Enablement, Enterprise Business Development, Technical Support
  • Technical Skills: Hubspot, Salesforce, Asana, Monday, Google Analytics, Google Apps, Zendesk, Intercom, Jira, Confluence
  • Soft Skills: Conflict resolution, coaching and mentoring, self education, solution selling, problem solving, process creation and implementation

Accomplishments

Named MVP of the year at Workiz in my 9th month.

After being promoted, the company exceed revenue growth KPIs

Maintained churn rate below 3%

Training and leading teams to successfully meet and exceed set metrics

Timeline

Director of Customer Success

Workiz
03.2020 - Current

BeFoundJobs Business Coach

Be Found Jobs
01.2014 - 01.2019

Director of Customer Service

Be Found Jobs
01.2013 - 05.2019

Customer Relations and Operations Specialist

Nationwide Record Retrieval
01.2010 - 02.2013

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Reese Leonard