Savannah Parker
West Babylon,NY
Summary
Strategic Customer Success leader with 7 years of experience driving Net Revenue Retention and transforming high-touch accounts into long-term strategic partnerships. Expert in owning the full post-sales onboarding experience, I specialize in conducting onboardings and assisting customer with integrating UI tools including API integrations. I am a proactive advocate for the customer, skilled in de-escalation, optimizing customer plans, and leveraging cross-functional leadership to influence product roadmaps. With a proven track record of maintaining high Customer Effort Scores and stabilizing at risk accounts through expert de-escalation, I deliver the high level consultation and commercial acumen necessary to scale enterprise-level success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Success Specialist
EZ Texting (CallFire)
02.2024 - Current
- Collaborated with cross-functional teams to define and implement strategic vision for customer success organization, enhancing alignment with organizational objectives and customer expectations.
- Executed best practices to optimize customer outcomes and drive adoption rates.
- Conducted thorough analysis of customer feedback to enhance product features and optimize service delivery.
- Monitored industry trends and competitive landscape to position company as market leader.
- Developed and maintained strategic executive relationships with key customers to ensure alignment with business objectives.
- Pricing Strategy Innovation: Conceptualized and implemented the addition of 'includes onboarding specialists' to the Pricing Page's Plans, resulting in a +1% increase in NPUs selecting Scale plans.
- Maintained exceptional customer satisfaction by ensuring a high customer effort score (CES) of 6.9 out of 7, facilitating seamless service experiences.
- Cross-Functional Engagement: Engaged across corporate functions (Sales, Services, and Product Management) to ensure cohesive customer success strategies.
- Addressed and de-escalated urgent customer issues to foster positive relationships and managed commercial negotiations effectively.
- Communication: Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership.
- Multitasking: Successfully managed multiple priorities and initiatives concurrently.
- API Setup Assistance: Provided expert guidance to customers on setting up APIs, ensuring seamless integration and optimal use of company services.
Tier 1 Customer Service Specialist
EZ Texting (CallFire)
08.2022 - 02.2024
- Managed customer interactions and provided comprehensive technical assistance through multiple communication platforms, including chat, email, and phone.
- Implemented strategies to uphold customer service quality in accordance with EZ Texting SLAs.
- Oversaw handling of escalated client issues, guaranteeing appropriate service levels and technical support to enhance customer satisfaction.
- Facilitated alignment among customer-facing teams to ensure uniformity in policies and procedures.
- Developed in-depth knowledge and expertise in EZ Texting's products to enhance operational efficiency through structured internal training.
- Monitored ticket management system to facilitate prompt acknowledgment of support requests. Prioritized ticket requests and assisted in distributing or escalating them to appropriate team members.
- Document, track, and monitor escalated issues to ensure a timely resolution and effective communication to all parties involved.
- Triage, prioritize, manage and report on support tickets/resolutions.
- Use various systems, software and hardware tools to identify and diagnose device health status and identify problems.
- Contributed with management by collaborating on more efficient workflows and processes.
- Assisted on an annual subscription retention projected resulting in over 500k in saved revenue for the company.
- Monitored and upheld a CCS score of 6.6 out of 7 to ensure high standards of customer satisfaction.
Claims Service Representative (CSR)
GEICO Insurance Company
12.2019 - 05.2022
- Facilitated customer support by answering 30-45 inbound calls daily, assisting clients in filing claims after accidents.
- Demonstrated commitment to customer satisfaction, resulting in a top 5% employee ranking and an outstanding service rating of 4.8 out of 5.
- Handled an average of 150 inquiries each week, maintaining high standards of performance across speed, accuracy, and volume metrics.
- Demonstrated professionalism and empathy while maintaining a reassuring presence in stressful and potentially traumatic environments.
- Facilitated customer guidance through the claims process by effectively collecting incident-related information.
- Conducted thorough analysis and secured sensitive information related to claims, encompassing police reports, attorney correspondence, photographs, video evidence, and witness statements.
- Coordinated outreach efforts to drivers, witnesses, law enforcement, and insurance companies to gather necessary information for case resolution.
- Evaluated evidence and circumstances surrounding accidents to advise on liability, prioritizing customer satisfaction throughout the process.
- Assessed incident details to determine necessary escalation to specialized departments for effective resolution.
Lockbox Operations Senior Coordinator
Capital One Bank
12.2018 - 12.2019
- Achieved efficient processing of 500-1300 pieces daily by preparing deposits aligned with client specifications, enhancing operational workflow.
- Assisted in preparing batches by extracting checks and remittance from envelopes. Reviewed completed batches for compliance with established guidelines.
- Verified and balanced check stubs and invoices, delivering requested check copies to maintain customer satisfaction.
- Leveraged Citrix and Reformatter to create and format reports for informed decision-making.
Education
Associate of Arts -
SUNY Morrisville
MorrisvilleSkills
- Proficient in API integration
- Expertise in CallFire
- Communication
- Client relationship management
- Customer support professional
- Customer Success Expert
- Onboarding specialist
- Technical Support
- Workflow optimization specialist
- Proficient in written correspondence
Accomplishments
Award Customer Advocate in 2025
Certification
Customer Success Manager Certification from SuccessHacker Level 1 & 2
LANGUAGES
English
Timeline
Customer Success Specialist
EZ Texting (CallFire)
02.2024 - Current
Tier 1 Customer Service Specialist
EZ Texting (CallFire)
08.2022 - 02.2024
Claims Service Representative (CSR)
GEICO Insurance Company
12.2019 - 05.2022
Lockbox Operations Senior Coordinator
Capital One Bank
12.2018 - 12.2019
Associate of Arts -
SUNY Morrisville