Rosaria Volpe
Franklin Park
Summary
Experienced Customer Success Manager with a proven track record at, excelling in customer retention and account management. Strong communication and problem-solving skills to enhance client satisfaction and drive revenue growth through tailored solutions and strategic relationship building. Proficient in analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Committed to leveraging these qualities to drive team success and contribute to organizational development. Brings positive attitude to continuous learning and growth.
Overview
17
17
years of professional experience
Work History
Customer Success Manager
Thales Avionics
04.2016 - Current
- Analyze customer feedback to identify areas for improvement in service delivery and product performance.
- Mentor junior team members on best practices for managing customer relationships effectively.
- Collaborate with sales and marketing teams to align strategies that support customer goals and objectives.
- Manage escalations effectively, ensuring timely resolution of issues while maintaining strong client relations.
- Establish strong relationships with key customers, resulting in increased customer loyalty.
- Coordinate with internal teams to provide prompt support and address client needs efficiently.
- Enhance customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Identify upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Nurture long-term partnerships by maintaining open lines of communication and providing consistent support.
Account Manager
Safran (Formally Known as Aerosource Inc)
07.2009 - 04.2016
- Managed client relationships to ensure satisfaction and retention.
- Streamlined communication processes between internal teams and clients, enhancing transparency.
- Provided training and mentorship to junior account managers on best practices.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
- Spearheaded coordination of cross-functional teams for delivering customized solutions that met client needs.
- Met existing customers to review current services and expand sales opportunities.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Stayed current on company offerings and industry trends.
Education
High School Diploma -
Plainfield High School
Plainfield, NJSkills
- Customer account management
- Customer relationship building
- Customer retention
- Analytical thinking
- Task prioritization
- Staff training
- Good judgment
- Professional and courteous
- Multitasking Abilities
- Proficient in Microsoft Office/SAP/Salesforce
Regional Award - Account Team - Gulfstream
Teamwork has enabled Thales to deliver great results and reach new heights of excellence.
Regional Award - Account Team - United Airlines
Teamwork ranking Thales as one of the best Account Management Teams in USA
Timeline
Customer Success Manager
Thales Avionics
04.2016 - Current
Account Manager
Safran (Formally Known as Aerosource Inc)
07.2009 - 04.2016
High School Diploma -
Plainfield High School