SHALANA Goodin
Customer Success
New Bedford,MA
Summary
Polished professional with years of experience. Well-versed in client satisfaction and process improvement. Documented strengths in building and maintaining relationships with diverse stakeholders in dynamic, fast-paced settings. Analytical and energetic individual, skilled at identifying or anticipating problems and providing solutions. Comfortable collaborating with others to accomplish short- and long-term project goals. Proactive and meticulous, capable of managing multiple priorities with a positive attitude.
Overview
13
13
years of professional experience
Work History
Customer Success Manager
Revel Systems
06.2022 - 10.2023
- Developed trusted relationships with key clients by acting as lead point of contact/account owner for all matters specific to over 100 assigned SMB clients
- Significantly increased renewals and NPS scores by providing prompt resolutions of issues and escalations promptly
- Extensive collaboration with other departments, and external partners to understand client goals and communicate and advocate for clients' needs
- Oversaw lifecycle and all aspects of client health including on-boarding value realization, customer education, renewals
- Creation and presentation of business reviews during weekly, biweekly, monthly, quarterly cadence calls
- Mastered thorough knowledge of company products and services to ensure timely and successful delivery of solutions, according to needs and objectives of each client
- Extensive use of Jira, Salesforce, Slack and other applications
Application Support Specialist
Viewpoint
11.2021 - 06.2022
- Provided support to ERP customers via chat, email, phone, and WebEx, using Salesforce to monitor and document cases
- Used analytical thinking and decision-making skills to prioritize and effectively manage daily caseloads while meeting productivity metrics
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions while trouble shooting issues
- Created user accounts and assigned permissions
- Worked collaboratively with various teams and departments to resolve customer technical issues relating to accounts payable, payroll, and human resource modules within ERP
- Created and maintained Knowledge Base articles used to help support customers
- Created and presented customer-facing Webinars, and wrote up software issues to submit to development team for resolution
- Configured and tested new software and hardware in dedicated testing environment for troubleshooting purposes
- Successfully closed over 200 cases during peak end of year season, resulting in complete elimination of backlogged cases
Service Representative
SOCIAL SECURITY ADMINISTRATION
08.2020 - 11.2021
- Handled over 50 interactions via phone, email, and mail with the public concerning government-provided benefits while maintaining required service levels and metrics
- Researched complex situations to resolve customer needs in a composed and professional manner, even in highly stressful instances
- Managed assigned caseload of claimants and cases for individuals seeking SSI/SSDI and Medicare benefits
- Reduced call wait times and increased application processing times by 25% with prompt and efficient handling of correspondence and updating of records
- Educated applicants and recipients on application details, process, and applicants' legal rights during intake assessments
- Completed required certification and received promotion
Claims Representative
TRAVELERS
03.2018 - 08.2020
- Worked productively in fast-moving work environment to process large volumes of claims
- Effectively interacted with over 40 insureds daily to create new property, auto, and liability claims for business and personal policyholders, and assistance with updating existing claim files via phone, live chat, and email
- Updated claims system to track claim status and provide relevant information to other departments to ensure accurate and timely claims processing
- Exceeded monthly goals and expectations by adhering to schedule and maintaining quality guidelines
- Recruited by upper management to test several new pilots/applications being developed to offer feedback and to assist with improving user experience
- Earned multiple nominations for the coveted InSynch award, which speaks to how value and purpose of one's work has impacted the company and its customers
Business Account Manager
SOFTCHOICE
01.2017 - 06.2017
- Built relationships with customers and community to establish long-term business growth by making over 75 calls per day
- Managed accounts to retain existing relationships and grow book of business
- Direct interaction with C-Level executives regarding purchase of computer hardware and software for SMB accounts
- Prepared sales presentations for clients, showing success and credibility of products
- Used Salesforce to track and place orders, organize and manage accounts, prepare quotes, and create reports to track sales projections and leads; also, to maintain existing accounts
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues
Business Account Manager
SPRINT
01.2015 - 01.2017
- Achieved sales goals and service targets by cultivating and securing new customer relationships
- Consistently exceeded monthly sales targets, maintaining average of 165-200% of sales met
- Developed and maintained key relationships with decision-makers and assisted with device/software launches/implementation
- Analyzed customer needs, identified opportunities for improvement, and developed new solutions that increased revenue and renewals
- Promoted to Team Sales coach to help develop employees and assist sales manager with peer one-on-one sales training, often collaborating with management to develop new strategies and marking efforts to improve sales
Project Manager
TURNER BOONE
10.2014 - 01.2015
- Developed and initiated 5-10 projects simultaneously, managed costs, and monitored performance
- Achieved project deadlines by coordinating with contractors to manage schedules and budgets
- Created proposals, quotes, and purchase orders for high-end office furniture and equipment
- Obtained proper approvals and verification of state contract pricing
- Kept projects on schedule by managing deadlines and adjusting workflows
- Responded to requests for information on materials to inquiring parties
- Verified quality of deliverables and conformance to specifications before submitting to clients.
Assistant Store Manager
BEST BUY MOBILE
01.2011 - 01.2015
- Sold wireless communication services and devices while managing team of up to seven employees, in retail setting
- Maintained high performing leader status at top selling location, often hitting monthly sales budget at 300%, selected to manage Gold Star location
- Reconciled daily sales transactions to balance and log day-to-day revenue
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings
Education
High School Diploma -
Georgetown High School
Georgetown, SCSkills
- Organization & Time Management
- Training and Mentoring
- Critical Thinking
- Verbal & Written Communication
- Process & Product Implementation
- Salesforce Proficient
- Research & Creative Problem Solving
- Relationship Development & Maintenance
- Application Support
- CRM
- SaaS
- Analytical Skills
Timeline
Customer Success Manager
Revel Systems
06.2022 - 10.2023
Application Support Specialist
Viewpoint
11.2021 - 06.2022
Service Representative
SOCIAL SECURITY ADMINISTRATION
08.2020 - 11.2021
Claims Representative
TRAVELERS
03.2018 - 08.2020
Business Account Manager
SOFTCHOICE
01.2017 - 06.2017
Business Account Manager
SPRINT
01.2015 - 01.2017
Project Manager
TURNER BOONE
10.2014 - 01.2015
Assistant Store Manager
BEST BUY MOBILE
01.2011 - 01.2015
High School Diploma -
Georgetown High School
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