Overview
Work History
Education
Skills
Timeline
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RITA SHARP

San Diego,CA

Overview

7
7
years of professional experience

Work History

Lead Senior Enterprise CSM

SamCart
01.2021 - Current
  • Reduced churn rate by maintaining strong relationships and implementing proactive customer retention strategies, resulting in 40% improvement over target
  • Nurtured key client relationships and successfully grew account revenue by 50% through upselling and cross-selling initiatives.
  • Implemented data-driven pricing strategies and collaborated with sales teams to drive higher transaction values, surpassing target by 15%.
  • Developed and implemented efficient escalation process, ensuring swift resolution of critical issues, leading to significant cost savings for prestigious client.
  • Recognized strategic partnership opportunity with major client, successfully persuading them to migrate their entire business to our platform, resulting in remarkable increase in GMV and additional value through adoption of our white-labeled payment processor.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Worked well in team setting, providing support and guidance.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in team environment.
  • Exceeded metrics in every fiscal quarter (including EBR's, calls, touch points, CSAT, churn, growth)
  • Took ownership of customer issues and followed problems through to resolution.

Customer Success Team Manager

Mercato
03.2020 - 01.2021
  • Hired as agent but swiftly promoted to manager of support team
  • Highest CSAT score (98% positive rating)
  • Highest average of tickets (50 / day)
  • Built out and established support practices and procedures
  • Worked alongside logistics partners to ensure safe and efficient shipping for clientele.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Streamlined communication channels for increased efficiency in project execution and decision-making processes.
  • Enhanced team productivity by implementing efficient task delegation and time management strategies.

MSP CSM

AMN
06.2019 - 03.2020
  • MVP of busiest quarter in company history (Q4 2019)
  • Oversaw all top health systems
  • Promoted from contract account coordinator to manager within 3 months
  • Voted preferred partner by MSP vendors.

Sales Manager

TOM FORD
02.2017 - 02.2020
  • Managed luxury sales team, ranked fourth busiest nationwide within company
  • Set ambitious sales targets and coached team of 5 sales associates to achieve them through effective performance management techniques.
  • Implemented incentivized sales training program resulting in 10% increase in monthly revenue within six months.
  • Recognized as top-performing store in region for two consecutive quarters, with sales growth of 15%.

Education

Bachelor of Arts - English Literature, Film Production

University of North Texas
Denton, TX
05.2018

Bachelor of Arts - Broadcast Journalism

University of London
London, United Kingdom
12.2017

Skills

  • Microsoft Outlook, Word, and Excel
  • CRM proficiency
  • Account development
  • Relationship Management
  • Technical understanding

Timeline

Lead Senior Enterprise CSM

SamCart
01.2021 - Current

Customer Success Team Manager

Mercato
03.2020 - 01.2021

MSP CSM

AMN
06.2019 - 03.2020

Sales Manager

TOM FORD
02.2017 - 02.2020

Bachelor of Arts - English Literature, Film Production

University of North Texas

Bachelor of Arts - Broadcast Journalism

University of London

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RITA SHARP