Kayla Erickson
New Smyrna Beach,FL
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Customer Success Manager
Converge Technology Solutions
05.2023 - Current
- Manage and support a portfolio of ~30 enterprise accounts representing $870K in monthly recurring revenue across managed cloud and infrastructure services.
- Drive customer retention and revenue growth by closing 35 customer renewals totaling $340K in MRR and 15 upsell opportunities year-to-date, generating $55K in non-recurring revenue and $15K in additional MRR.
- Maintain strong customer relationships and satisfaction, resulting in minimal client churn with zero account losses attributed to customer dissatisfaction.
- Lead 15 disaster recovery preparation calls and tests, coordinating customer stakeholders and technical teams to support business continuity and disaster recovery readiness.
- Support a large-scale VMware-to-Nutanix/VyOS cloud platform migration across 35 customer environments, coordinating communication, planning, and execution between customers and technical teams.
- Successfully onboard and assume ownership of net-new enterprise clients, establish relationships, understand business requirements, and transition customers into ongoing managed services.
- Support the onboarding and development of new support staff, providing training in customer processes, service expectations, and effective client communication.
Client Services Manager
BAYADA Home Health Care
01.2021 - 02.2022
- Successfully managed 30+ healthcare personnel with varying doctoral degrees to meet client satisfaction and increase employee retention.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- EPIC and other EHRs used to review medical records and coordinate care.
- Established performance and service goals and held associates accountable for individual performance.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Used industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty.
- Established team priorities, maintained schedules, and monitored performance.
Care Manager
Camellia Place
03.2020 - 01.2021
- Successfully increases sales revenue by assisting in increasing care levels as needed.
- Managed over 50+ employees, both salaried and hourly.
- Educated clients and families on community resources, treatment options, and health care services to better manage conditions.
- Recruited, hired, and trained all staff, providing direct supervision, ongoing staff development, and continuing education to employees.
- Established and maintained effective communication with staff, physicians, and others to promote high quality resident care.
- Maintained detailed records in compliance with company standards and regulations.
- Developed and updated policies and procedures, maintaining compliance with HIPAA and state regulations.
Assisted Living Manager
Camellia Place
10.2018 - 03.2020
- Trained newly hired Medication Aids and maintained routine training to eliminate medication errors.
- Applied reason, logic, and advanced problem-solving skills to resolve complex and sensitive issues.
- Designed and introduced leadership coaching style, resulting in the promotion of employees to increased levels of responsibility.
- Implemented successful healthcare programs to enhance the quality of care, medical teaching, and resident satisfaction.
- Scheduled appointments, managed transportation, and verified family awareness.
- Created customized care plans, working with care staff and families to assess and meet individual needs.
Operations Manager
Camellia Place
01.2018 - 10.2018
- Developed and implemented strategies to maximize customer satisfaction.
- Implemented process improvement to shape organizational culture, optimize procedures, and help the company evolve and grow.
- Observed staff and kept employees compliant with company policies and procedures by communicating concerns to the supervisor.
- Led hiring, onboarding, and training of new hires to fulfill business needs and resident care standards.
- Updated and resolved incidents and managed communication to all parties regarding the incident.
- Scheduled employees for shifts, considering resident needs and employee strengths.
Caregiver
Camellia Place
09.2016 - 01.2018
- Maintained strong connections within the caregiver community to gain continuous knowledge.
- Monitored client vital signs, administered medications, and tracked behaviors to keep the healthcare supervisor well-informed.
- Entrusted to handle confidential and sensitive situations professionally.
- Built strong relationships with residents to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance to maintain self-esteem and general wellness.
Education
BBA - Business Administration
Reinhardt University
Waleska, GA05-2020
Associate of Applied Science - Healthcare Management
Chattahoochee Tech College
Marietta, GA05-2018
Skills
- Client relations
- Customer advocacy
- Strategic planning
- Cross-functional coordination
- Technical proficiency
- MS office
- Goal oriented
- Sales presentations
- Client education
- Account management
- Contract negotiation
Certification
ITIL 4 Foundation Certification - December 2025
Timeline
Customer Success Manager
Converge Technology Solutions
05.2023 - Current
Client Services Manager
BAYADA Home Health Care
01.2021 - 02.2022
Care Manager
Camellia Place
03.2020 - 01.2021
Assisted Living Manager
Camellia Place
10.2018 - 03.2020
Operations Manager
Camellia Place
01.2018 - 10.2018
Caregiver
Camellia Place
09.2016 - 01.2018
BBA - Business Administration
Reinhardt University
Associate of Applied Science - Healthcare Management
Chattahoochee Tech College