Ronald French
ROYSE CITY,Texas
Summary
Dynamic leader with a proven track record at Arise Virtual Solutions Inc., adept in client advocacy and Salesforce proficiency. Excelled in enhancing inter-departmental communication and leveraging customer data for growth, achieving significant business results. Skilled in coaching and developing teams, demonstrating exceptional customer segmentation strategies and marketing automation insights.
Overview
15
15
years of professional experience
Work History
Director of Customer Success
Arise Virtual Solutions Inc.
Miramar, FL
06.2014 - Current
- Strengthened inter-departmental ties by maintaining effective communication with essential stakeholders about customer success targets.
- Analyzed business performance data and forecasted business results for upper management.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Analyzed customer data to identify trends, behaviors, and opportunities for business growth.
- Oversaw business production processes and reported results to management.
- Collaborated with Sales and Marketing teams to create cohesive customer journeys across multiple channels.
Sr Customer Success Manager
Arise Virtual Solutions Inc.
Miramar, FL
06.2014 - 04.2019
- Reviewed completed work to verify consistency, quality, and conformance.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Contact Center Manager
Teleperformance USA
Boca Raton, FL
08.2010 - 06.2014
- Resolved complex customer complaints in a timely manner while maintaining excellent customer relations.
- Ensured adherence to quality assurance processes such as scripting and call recording for all calls handled by the contact center.
- Collaborated with other departments such as Sales, Marketing, IT, and HR in order to ensure seamless communication between them and the contact center team.
Skills
- Client advocacy
- Customer segmentation
- Sales enablement
- Customer onboarding
- Marketing automation
- Salesforce proficiency
Timeline
Director of Customer Success
Arise Virtual Solutions Inc.
06.2014 - Current
Sr Customer Success Manager
Arise Virtual Solutions Inc.
06.2014 - 04.2019
Contact Center Manager
Teleperformance USA
08.2010 - 06.2014
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