Summary
Overview
Work History
Education
Skills
Timeline
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Sandra McDaniel

Rome,GA

Summary

Highly motivated and results-driven Client Success Specialist with over 4 years of experience in account management, client success, and customer service alongside technical support. Strong project management, communication, and interpersonal skills with the ability to build and maintain long-term relationships with clients and hitting all sales goals. Proficient in CRM systems and business software, and adept at collaborating with internal teams to address client needs and identify growth opportunities while keeping retention and revenue growth in the forefront and providing troubleshooting assistance. Authorized to work in the US for any employer

Overview

15
15
years of professional experience

Work History

Client Success Specialist

Indeed
05.2022 - 06.2023


  • Acted as the primary point of contact for clients and provided support through various channels (email, phone)
  • Create Hiring Events & Campaigns and ensure client receives the best ROI
  • Collaborated with internal teams to identify and address client needs and opportunities, resulting in a 25% increase in client satisfaction and retention
  • Monitored and analyzed client usage and performance metrics to identify potential issues or opportunities for growth
  • Provided training and support to clients to ensure they were effectively utilizing our products or services
  • Proactively identified and resolved client issues, and escalated to internal teams as necessary
  • Developed and executed client communication strategies (newsletters, webinars, emails etc.) to keep clients informed and engaged
  • Maintained accurate and up-to-date client records in the CRM system
  • I review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
  • Provide technical support to clients through various channels (phone, email, chat, etc.) to ensure that our products or services are functioning at optimal levels
  • Collaborate with internal teams (product development, engineering, etc.) to identify and resolve technical issues and ensure client satisfaction
  • Develop and maintain documentation and knowledge base articles to assist clients with troubleshooting and support
  • Monitor and analyze technical support trends to identify potential issues and opportunities for improvement
  • Continuously develop and enhance technical skills & product knowledge to stay current with emerging technologies and industry trends.

Account Executive/Customer Relations

Advanced Tax Solutions
12.2018 - 05.2022
  • Cold calling off a dialer system as much as 500 calls a day
  • Perform online demonstrations to clients and assuming the sale closer mentality
  • Collaborating with internal teams and work alongside one another to resolve issues
  • Managed a portfolio of 100+ client accounts, resulting in a 20% increase in revenue and client satisfaction
  • Developed and maintained strong relationships with clients, resulting in increased repeat business and referrals
  • Collaborated with internal teams (product development, marketing, etc.) to identify and address client needs and opportunities for upselling and cross-selling, problem solve
  • Conducted regular client check-ins to ensure satisfaction and identify opportunities for growth
  • Meeting with clients and showing the value in products and create a detailed sales plan
  • Prepared and presented proposals and contracts to clients, ensure IO's signed in and spending
  • Provided exceptional customer service and support to clients through various channels (phone, email, chat, etc.)
  • Maintained accurate and up-to-date client records in the CRM system
  • Utilized Salesforce, JIRA, Service Now, ZenDesk

E-Commerce Sales Manager

Kroger
09.2015 - 03.2018
  • At my time with Kroger I worked in several departments working my way up to E-Commerce Sales Manager where I lead a team of 10 and trained to provide excellent customer service, answer all incoming phone calls, fax and on-line inquiries from customers
  • I would also book orders, respond to inquiries, generate new business through outreach, and exceed all sales goals
  • At all times I would handle all customer inquiries promptly & effectively in a fast paced team environment while diligently managing achieving sales and profit goals
  • Developed and implemented online sales and marketing strategies
  • Conducted market and customer data analysis to identify trends and opportunities for improving sales and customer experience
  • Collaborated with cross-functional teams (product development, marketing, etc.) to implement online sales initiatives and address customer needs and concerns
  • Managed a team of 10 E-commerce Sales Representatives, providing coaching and mentoring to enhance performance and achieve sales targets
  • Prepared and presented online sales reports to upper management to track progress and identify areas for improvement
  • Maintained accurate and up-to-date customer records in the CRM system

Store Manager

Buckle
02.2008 - 03.2011


  • I would open & close the store
  • I worked hard to meet personal and store quotas while assisting customers in ward-robing
  • I lead and managed a team in selling and reaching personal sales goals
  • While being a manager I would conduct interviews, hire and terminate employees when needed
  • My position also entailed processing incoming/outgoing stock then handle merchandising which meant strategically placing floor sets and wall sets to attract the customer and merchandising window and table changes
  • Responsibilities also included but not limited to generating weekly schedules, handle all return and exchanges while processing cash, check ,debit/ credit transactions while maintaining the cleanliness of store
  • Managed a team of 20 sales associates, providing coaching and mentoring to enhance performance and achieve sales targets
  • Conducted regular staff meetings to communicate sales targets, customer feedback, and other relevant information
  • Managed inventory levels and ensured accurate stock levels to meet customer demands and avoid overstocks or stockouts
  • Collaborated with cross-functional teams (visual merchandising, marketing, etc.) to enhance store presentation and customer experience
  • Prepared and presented sales reports to senior management to track progress and identify areas for improvement
  • Maintained accurate and up-to-date store records, including sales data, staff schedules, and inventory levels

Education

High School Diploma -

Willmar Senior High
Willmar, MN
06.2004

Skills

  • E-Commerce
  • Cold Calling
  • Store Management Experience
  • Business Development
  • Salesforce
  • Analytics
  • Account Management
  • CRM Software
  • Sales Support
  • Recruiting
  • Branding
  • Project Management
  • B2B Sales
  • Digital Marketing
  • Outside Sales
  • Search Engine Optimization (SEO)
  • Customer Relationship Management
  • Sales Experience
  • Telemarketing
  • Typing
  • Customer service
  • Product demos
  • Software development
  • Technology sales
  • Sales
  • Telecommunication
  • Negotiation
  • Documentation review
  • Medical office experience
  • HIPAA
  • Clerical experience
  • Medical records
  • Fashion retail
  • Analysis skills
  • Lead generation
  • Outbound sales
  • Medical terminology
  • Presentation Skills
  • Strategic Planning
  • Management
  • Jira
  • Help Desk
  • Product Development
  • Email Marketing
  • User Interface (UI)
  • Computer Networking

Timeline

Client Success Specialist

Indeed
05.2022 - 06.2023

Account Executive/Customer Relations

Advanced Tax Solutions
12.2018 - 05.2022

E-Commerce Sales Manager

Kroger
09.2015 - 03.2018

Store Manager

Buckle
02.2008 - 03.2011

High School Diploma -

Willmar Senior High

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Sandra McDaniel