Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rodney Curvey

Sugar Land,TX

Summary

Dynamic Customer Success Specialist at HCSS with a proven track record in enhancing customer satisfaction through effective relationship building and data analysis. Skilled in SQL programming and CRM software, I successfully identified improvement areas, leading to a significant boost in client engagement and retention. Passionate about delivering exceptional service and driving results.

Overview

29
29
years of professional experience

Work History

Customer Success Specialist

HCSS
Sugar Land, Texas
11.2023 - Current
  • Managed customer inquiries through multiple communication channels to ensure satisfaction.
  • Collaborated with cross-functional teams to enhance customer experience and resolve issues.
  • Analyzed customer feedback to identify trends and recommend improvements.
  • Conducted regular check-ins with clients to maintain strong relationships and engagement.
  • Utilized CRM software to track interactions and manage customer accounts effectively.
  • Provided product knowledge training to customers, enhancing their understanding and usage.
  • Maintained detailed records of customer interactions within CRM system.
  • Responded promptly to all incoming inquiries from clients regarding product information or support requests.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Facilitated communication between various departments in order resolve complex customer issues.
  • Identified areas for improvement in existing products and services based on customer feedback.
  • Educated customers on best practices for using company's products and services.
  • Developed client relationships through proactive outreach, regular check-ins, and continued follow-up.
  • Developed innovative ways to increase customer satisfaction levels by implementing new processes.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Arranged demonstrations or equipment trials to persuade customers and drive sales.

Customer Success Analyst

HCSS
Sugar Land, Texas
04.2021 - 11.2023
  • Conducted regular check-ins with customers to address concerns and gather insights.
  • Assessed client data from reports to better understand possible renewal risks.
  • Analyzed customer data to identify areas of improvement in the customer experience.
  • Actively participated in brainstorming sessions aimed at improving the overall customer experience.
  • Provided regular status updates on progress towards achieving key performance indicators.
  • Coordinated activities between internal stakeholders and external stakeholders.
  • Maintained accurate records of all interactions with customers including emails, phone calls, and meetings.
  • Proactively monitored accounts for signs of potential churn or dissatisfaction.

Technical Support Analyst

HCSS
Sugar Land, Texas
02.2018 - 04.2021
  • Provided technical assistance to clients via phone and email.
  • Diagnosed and resolved software and hardware issues efficiently.
  • Documented troubleshooting steps in the ticketing system accurately.
  • Collaborated with development teams to address recurring technical problems.
  • Trained new staff on support procedures and best practices.
  • Conducted HB101 training session for clients.
  • Maintained knowledge base articles for common support inquiries regularly.
  • Participated in team meetings to discuss customer feedback and service improvements.
  • Provided timely updates on progress towards resolution of customer issues via email or phone calls.
  • Provided remote support services for clients using virtual private networks or other remote access technologies.
  • Responded promptly to helpdesk requests from customers regarding their technical queries or concerns.

Tier III Application Support Representative

LENSEC
Houston, Texas
01.2015 - 10.2017
  • Configuration of hardware/software during system implementation
  • Perform QA review for new system deployments
  • Analysis of system metrics to determine efficiency level
  • Write SQL scripts to identify/correct configuration issues
  • Support field service analyst
  • Daily monitoring of security systems
  • Handle customer inquiries and complaints
  • Provide client information about the products and services
  • Troubleshoot and resolve basic to moderate product issues and concerns
  • Document and update customer records based on interactions
  • Develop and maintain a knowledge base of the evolving products and services

Office Manager

Bright Side Construction
Houston, Texas
05.2014 - 01.2015
  • Tax Compliance Reporting
  • System Networking
  • Accounts Receivables

Sr. Software Consultant

FuelQuest
Houston, Texas
07.2006 - 11.2013
  • Developed Decision code to assign motor fuel transactions to appropriate tax schedules
  • Analyze client data to determine system requirements
  • Generate scope document after data and process gathering process
  • Complete business entity configuration based on client requirements
  • Configure automated tax reporting system logic scenarios to assign tax schedules
  • Cross-tier component configuration
  • Developed custom SQL reports for client custom reporting requirements
  • Designed a custom solution for a client to utilize actual taxes paid instead of standard origin/destination/product logic
  • Conduct client training classes’ onsite and remote
  • Generated client specific training documents
  • QA testing lead

Software Consultant

AMSI
Houston, Texas
02.2004 - 05.2006
  • Configure client housing system as required for monthly residential rental invoices
  • Analyzed client reported system issues and prepared resolution
  • Conducted client training classes
  • Worked with development to test and implement issue resolutions
  • QA tester and logic SME on eFinancials development team

Business Systems Analyst

Andersen Consulting/Accenture
Houston, Texas
01.1997 - 02.2004
  • Systems administrator for 4 financial systems – generated month-end data feeds to SAP
  • Responsible for process improvement projects
  • Generated internal client reports for all 4 financial systems
  • Developed new invoice dispute resolution system – reduced resolution time from 90 days to 30 days

Education

CAD/CAM Institute - CAD Drafting

CAD/CAM Institute
Houston, Texas
01.1998

DeVry Institute - Electrical Engineering/Computer Science

DeVry Institute
Irving, Texas
11.1988

Skills

  • SQL Programming
  • ERP
  • Crystal Reports
  • MS Access
  • MS Excel
  • MS PowerPoint
  • MS Project
  • Database Maintenance
  • Net
  • XML
  • Project Management
  • Data Analysis
  • Business Analysis
  • QA Testing
  • Process Improvement
  • Effective communication
  • Analytical Skills
  • Customer relationship management
  • CRM software utilization
  • Product training
  • Stakeholder coordination
  • Relationship building
  • Issue resolution
  • Sharepoint

Timeline

Customer Success Specialist

HCSS
11.2023 - Current

Customer Success Analyst

HCSS
04.2021 - 11.2023

Technical Support Analyst

HCSS
02.2018 - 04.2021

Tier III Application Support Representative

LENSEC
01.2015 - 10.2017

Office Manager

Bright Side Construction
05.2014 - 01.2015

Sr. Software Consultant

FuelQuest
07.2006 - 11.2013

Software Consultant

AMSI
02.2004 - 05.2006

Business Systems Analyst

Andersen Consulting/Accenture
01.1997 - 02.2004

CAD/CAM Institute - CAD Drafting

CAD/CAM Institute

DeVry Institute - Electrical Engineering/Computer Science

DeVry Institute

Similar Profiles

CREATE PROFILE
Rodney Curvey