Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Shahrzad Salem Naraghi

Westerville,OH

Summary

Dedicated client relationship professional with a track record of developing and maintaining strong client connections within enterprise accounts. Skilled in overseeing projects, strategic planning, and delivering exceptional customer service. Proficient in driving online portal adoption, managing high-value accounts, and utilizing data analysis for process enhancement.

Overview

13
13
years of professional experience

Work History

Client Success Manager

Fiserv
12.2021 - Current
  • Managed operational relationships for Electronic Payments, overseeing 15 strategic accounts.
  • Collaborated with account executives to formulate project plans, driving sales growth and enhancing client satisfaction.
  • Provided comprehensive support for account operations, encompassing process optimization, service level agreement (SLA) adherence, product configuration, file processing, and technology management (certificates, infrastructure, client setups, and API integration).
  • Prepared and delivered insightful account reviews, performance summaries, and peer benchmarking presentations.
  • Engaged with high-level financial clients, presenting effectively and fostering strong relationships.
  • Evaluated product enhancements and functionality modifications, ensuring clients were well-prepared for technical and operational transitions.
  • Facilitated seamless onboarding for new clients, offering training on tools and processes.
  • Guided clients through implementation of new products, leading testing efforts to ensure smooth transitions to production.

Global Enterprise Advisor

Verizon Wireless
01.2011 - 07.2020
  • Developed and nurtured client relationships while establishing new connections within assigned enterprise accounts.
  • Managed client profile accounts and ensured accurate oversight of contract deliverables during theexecution of multiple projects.
  • Strategically planned for key performance metrics, proactively devising solutions based on account analysis for addressing complex challenges.
  • Initiated ongoing service improvements, consistently delivering outstanding customer service and timely responses to client needs.
  • Drove online portal adoption, accentuating its value and creating opportunities for enhanced revenue growth.
  • Interacted daily with high-value clients and sales partners, optimizing accounts with up to 25,000 lines of service, generating $10,500,000 in annual revenue.
  • Thrived in a fast-paced environment, expertly managing multiple tasks and deadlines.
  • Provided exceptional account management to Fortune 500 companies, serving as their single point of contact.
  • Utilized SalesForce and Business Intelligence reporting for data analysis, quarterly business reviews, action planning, and funnel management.
  • Analyzed calls, chats, and emails to identify trends, contributing insights to sales and customer service teams for process improvement and enhanced experiences.

Education

FEBB

Bachelor of Arts -

University of Bremen
Bremen Germany
2002

Skills

  • Training Programs
  • Professional Relationships
  • Business Development
  • Customer Retention
  • Customer Needs Assessments
  • Client Service Optimization
  • Account Management
  • Client Education
  • Business Analytics
  • Client Rapport-Building
  • Report Analysis

Languages

German
Native or Bilingual
farsi
Native or Bilingual

Timeline

Client Success Manager

Fiserv
12.2021 - Current

Global Enterprise Advisor

Verizon Wireless
01.2011 - 07.2020

FEBB

Bachelor of Arts -

University of Bremen

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Shahrzad Salem Naraghi