Sabrina Bates
Jefferson City,MO
Summary
Customer success and implementation professional with 15+ years of experience helping organizations improve operations through technology adoption, strategic stakeholder engagement, and process optimization. Proven ability to build trusted client relationships, lead system rollouts, drive measurable business outcomes, and communicate effectively with executives, managers, and frontline users. Experienced in SaaS, IoT platforms, customer lifecycle management, and cross-functional collaboration in fast-paced environments.
Overview
24
24
years of professional experience
Work History
Equipment Telematics Administrator
Capital Holding Group
2024.01 - Current
- Serve as internal subject matter expert and strategic partner for the Samsara fleet platform, helping leadership and operational teams maximize business value from telematics investments
- Led successful rollout of Samsara technology across multiple locations, including deployment, onboarding, training, and adoption support
- Partner with stakeholders to improve equipment visibility, maintenance planning, and operational efficiency through reporting dashboards and data insights
- Conduct training sessions for managers and field employees, increasing user adoption and platform engagement
- Recommend workflow improvements that reduce manual processes and improve productivity, including QR-based access to vehicle documentation
- Proficient using T3 - Equipment Share Fleet Maintenance platform.
- Coordinate with vendors and internal departments to resolve issues, improve user experience, and maintain account health
- Manage multiple priorities including telematics operations, reporting, claims support, and compliance initiatives
Office Manager
Environmental Services
2022.01 - Current
- Built and managed core business operations including HR, compliance, finance, fleet documentation, and customer service processes
- Partnered with leadership to develop operational goals and implement scalable workflows that improved efficiency and readiness
- Led employee training programs and compliance workshops to ensure adoption of safety standards and operational procedures
- Coordinated with regulatory agencies, vendors, and internal stakeholders to remove barriers and maintain business continuity
- Developed documentation and reporting processes that improved visibility and accountability across departments
Member Services Representative
Missouri Auto Dealers Association Workers’ Compensation Fund
2017.01 - 2022.01
- Managed ongoing relationships with member organizations, serving as trusted advisor for policy support, claims processes, renewals, and account needs
- Played a key role in implementing CHSI Connections CRM and customer portal, improving customer experience and internal efficiency
- Led customer onboarding and user training for new technology platforms, increasing adoption and reducing support issues
- Conducted account reviews and resolved escalations with professionalism, empathy, and urgency
- Partnered cross-functionally with leadership and external agencies to support customer success outcomes
- Improved internal workflows and service processes to enhance response times and client satisfaction
Business Owner / Operator
Wheelhouse Pizza
2016.01 - 2018.01
- Managed full customer lifecycle including service delivery, retention, reputation management, and community engagement
- Oversaw operations, staffing, financial performance, vendor relationships, and customer experience initiatives
- Developed marketing and loyalty strategies to increase repeat business and brand visibility
Customer Support Manager
Wren Solutions
2002.01 - 2015.01
- Managed customer support operations and strategic client relationships for national business accounts including major retail customers
- Served as site lead for CRM implementation (Zoho), training teams and driving successful platform adoption
- Conducted client meetings with enterprise customers to understand business needs, resolve issues, and strengthen partnerships
- Partnered with Sales, Operations, Finance, and Product teams to improve service delivery and customer outcomes
- Led team coaching, escalation management, and service improvement initiatives in a high-volume environment
- Built procedures and reporting tools that improved efficiency, accountability, and client satisfaction
Education
Bachelor of Science - Office Management
Lincoln University
Jefferson City, MOSkills
- Samsara Fleet Platform
- T3 - Equipment Share Fleet Maintenance Platform
- Viewpoint Spectrum Accounting
- OnBase Unity
- CHSI Connections
- SAGE Accounting
- Microsoft Excel / Office Suite
Timeline
Equipment Telematics Administrator
Capital Holding Group
2024.01 - Current
Office Manager
Environmental Services
2022.01 - Current
Member Services Representative
Missouri Auto Dealers Association Workers’ Compensation Fund
2017.01 - 2022.01
Business Owner / Operator
Wheelhouse Pizza
2016.01 - 2018.01
Customer Support Manager
Wren Solutions
2002.01 - 2015.01
Bachelor of Science - Office Management
Lincoln University
CORE COMPETENCIES
- Enterprise Customer Success
- Strategic Account Management
- Executive Stakeholder Engagement
- Customer Adoption & Retention
- Success Planning & Business Reviews
- SaaS / IoT Platform Enablement
- Cross-Functional Collaboration
- Change Management & Training
- Operational Efficiency Improvement
- Data Reporting & Insights
- Problem Solving & Escalation Management
ADDITIONAL LEADERSHIP EXPERIENCE
- Safety Committee Member – Led policy development, audits, and incident review initiatives
- United Way Campaign Leader – Increased employee engagement and annual fundraising participation
- Leadership Development Training – Fred Pryor Seminars / Linn State Technical College