Sharon Stakas-Short
Minneapolis,MN
Summary
Collaborative customer success leader with dedication to partnering with colleagues and customers to promote an engaged, empowering work culture and an exceptional product. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic and remote settings.
Overview
16
16
years of professional experience
Work History
Customer Success Manager
Kidizen
10.2020 - Current
- Consistently provide excellent and timely customer support via email and ticketing system (Zendesk).
- Assist users with onboarding and product setup to foster successful adoption and usage.
- Establish strong relationships with key users, resulting in increased customer loyalty.
- Detect and monitor online fraud. Saved roughly $12k in revenue over 4 months.
- Listen to user feedback and collaborate with Development Team to provide users with improved account tools and features.
- Mentor and train Support Team members on customer service standards, company processes and Zendesk.
- Research customer issues querying database using Active Admin and dataclips via Heroku.
- Moderate and resolve high conflict Support issues.
- Ensure that company FAQ and Zendesk macros are updated.
Customer Success Associate
Kidizen
02.2018 - 10.2020
- Consistently provided excellent and timely customer support via email and ticketing system (Zendesk).
- Managed approximately 30 incoming emails and support tickets per day from customers.
- Worked closely with technical support teams to troubleshoot and resolve complex issues maintaining open lines of communication with affected clients throughout resolution process.
- Assisted with various projects as needed.
- Collaborated with cross-functional teams to address client issues promptly, resulting in faster resolutions and increased client satisfaction.
Office Manager + Night Manager
Crate&Barrel
01.2008 - 11.2011
- Managed customer support team of 5-7 associates to ensure successful store operations.
- Provided exceptional customer service to customers via phone, email and face to face communication.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Served as point of contact for escalated customer service issues.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Served as liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Delivered performance reviews, recommending additional training or advancements.
Education
Bachelor of Arts - Psychology
University of Minnesota
Minneapolis, MN08.1999
Skills
- Highly organized
- Self motivated
- Fast learner
- Attention to detail
- Results oriented
- Decision-making
- Multitasker
- Proficient in Zendesk, Slack, Trello and more
- Customer Relationship Building
- Teamwork and Collaboration
- Customer Advocacy
- Onboarding and Orientation
Timeline
Customer Success Manager
Kidizen
10.2020 - Current
Customer Success Associate
Kidizen
02.2018 - 10.2020
Office Manager + Night Manager
Crate&Barrel
01.2008 - 11.2011
Bachelor of Arts - Psychology
University of Minnesota
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