Sadeysa Gonzalez

• Developed and delivered customer success training programs to help customers maximize their experience

• Pioneered comprehensive Company SOPs: Operator SOP, Subscription automation, Customer Lifecycle, User onboarding, and internal processes.

• Managed a client list of 300 +, in-house ticketing, chat, phone support systems and a customer success team of 6.

• Crafted end-to-end onboarding procedures for new customers, including user manuals, shipping logistics, live training, and mass email invitations

• Spearheaded social media and marketing management: social inboxes, photoshoots, weekly posts, and boosted content for increased audience awareness and sales

• Cultivated and managed relationships for diverse client portfolio.

• Conducted regular customer reviews and follow-ups to ensure customer satisfaction and identify areas for improvement,

• Enhanced engagement through hosting live events and classes.

• Conducted detailed quality assurance package reviews.

• Negotiated new contracts with existing clients, resulting in reduction in costs and improved profitability.

• Increased client satisfaction by building strong relationships and addressing their needs promptly.

• Optimized ticketing systems, managed packages, and upsold marketing.

• Negotiated contracts, streamlined onboarding, and engaged in strategic cold calling.

• Developed customized account plans for clients to help them achieve their business goals.

• Negotiated vendor contracts, ensuring compliance with company regulations
• Evaluated vendor performance through regular reviews, fostering continuous improvement in service delivery.
• Proactively upsold marketing opportunities and features in alignment with client needs.
• Created reports, presentations and other materials for executive staff.