Roquelle Deoleo Garay
Nashua
Summary
Customer Success and Client Experience leader with 10+ years of experience managing long-term client relationships, driving adoption, retention, and revenue growth across service-based and consultative environments. Highly skilled in Salesforce CRM, customer lifecycle management, KPI tracking, and proactive risk mitigation. Known for translating customer data into actionable insights that improve engagement, satisfaction, and long-term value. Bilingual English/Spanish.
Overview
12
12
years of professional experience
Work History
Regional Sales Manager
Milan Laser Hair Removal
Nashua
01.2024 - Current
- Managed a high-volume portfolio of clients, ensuring successful onboarding, consistent engagement, and long-term retention through proactive relationship management.
- Used Salesforce CRM to track customer behavior, utilization patterns, and engagement signals to identify risk and opportunity accounts.
- Analyzed conversion, utilization, and revenue trends to improve customer experience and increase same-day service adoption to 87%.
- Partnered with leadership and operations teams to resolve customer issues, optimize scheduling, and improve service delivery outcomes.
- Maintained strict confidentiality and data integrity while managing sensitive client and financial information.
- Remote position traveled through region.
Area Manager
JC Penny Salon
Nashua
02.2023 - 01.2024
- Oversaw customer experience and performance across multiple locations, focusing on retention, service consistency, and satisfaction trends.
- Analyzed customer feedback, service metrics, and historical performance data to improve engagement and loyalty.
- Supported operational leaders with insights on customer demand, staffing alignment, and service optimization.
- Acted as an escalation point for complex customer concerns, ensuring resolution and relationship recovery.
Owner & Stylist
Roquelle’s Rockin Hair
Estero
01.2019 - 01.2023
- Built and managed an end-to-end customer lifecycle model including onboarding, engagement, retention, and referral growth.
- Increased repeat client retention and overall revenue by 45% through data-driven service optimization and relationship-focused engagement.
- Tracked customer booking behavior, service mix, and lifetime value to guide pricing and experience improvements.
- Leveraged customer feedback and referral data to refine marketing and engagement strategies.
Salon Manager
Hair Cuttery
Fort Myers
01.2014 - 11.2018
- Managed a team of 12 while maintaining strong customer satisfaction, service consistency, and retention metrics.
- Used customer volume and feedback data to identify engagement gaps and improve service delivery.
- Supported hiring, onboarding, and coaching initiatives aligned with customer experience outcomes.
Education
Bachelor of Science - Business Management
University of Phoenix
Skills
- Customer Success & Lifecycle Management
- Client Retention, Adoption & Expansion
- Account Management (SMB / Mid-Market)
- Salesforce CRM & Customer Health Tracking
- Onboarding & Implementation Support
- KPI, Churn & Utilization Analysis
- Cross-Functional Collaboration
- Customer Advocacy & Escalation Management
- QBR Preparation & Executive Communication
- Process Optimization & Workflow Improvement
- Bilingual: English & Spanish
Timeline
Regional Sales Manager
Milan Laser Hair Removal
01.2024 - Current
Area Manager
JC Penny Salon
02.2023 - 01.2024
Owner & Stylist
Roquelle’s Rockin Hair
01.2019 - 01.2023
Salon Manager
Hair Cuttery
01.2014 - 11.2018
Bachelor of Science - Business Management
University of Phoenix