Summary
Overview
Work History
Education
Skills
Section name
Timeline
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S. Janice Regan

S. Janice Regan

Port St Lucie,USA

Summary

Accomplished and business-savvy strategist with extensive experience in developing and implementing growth plans and policies to increase customer base and operational efficiency. Proven track record of creating and executing robust customer success strategies while streamlining internal processes to enhance the overall customer experience. Expertise in identifying opportunities, cultivating strategic partnerships, and driving revenue growth through effective employee lifecycle management, including onboarding and offboarding. Skilled in analyzing market trends and competitive landscapes to deliver customized solutions, develop Standard Operating Procedures, and foster a positive company culture that strengthens relationships at all business levels.

Overview

11
11
years of professional experience

Work History

Customer Success Manager

Datex
01.2025 - Current
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Coordinated with internal teams to provide prompt support and address client needs efficiently.
  • Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
  • Managed a portfolio of key Enterprise accounts, maintaining strong relationships and ensuring high levels of satisfaction.
  • Facilitated successful renewals through diligent relationship management and proactive issue resolution.
  • Coordinated with product team to address critical customer issues, ensuring timely resolution and maintaining trust.
  • Organized and led quarterly business reviews with top clients, showcasing product value and discussing future opportunities.

Account Manager | Customer Success Manager

Odyssey Logistics
08.2020 - 01.2025
  • Lead comprehensive onboarding and training programs for new clients in Software as Service (SaaS) industry to ensure smooth transition and successful adoption of technology solutions. Implement enhancements and improvements by collaborating closely with the development team. Receive positive feedback and high satisfaction scores from clients by providing exceptional customer service. Perform account management responsibilities, including regular check-ins, issue resolution, and performance reviews. Develop and deliver effective training and onboarding programs tailored to client needs.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.
  • Negotiated contract terms with clients, securing favorable agreements for both parties.
  • Established clear communication channels between clients and internal teams, ensuring seamless project execution.
  • Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
  • Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
  • Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
  • Utilized customer feedback to inform changes and improvements to customer success plans.
  • Developed comprehensive training materials that facilitated faster customer proficiency with the product.
  • Conducted in-depth product training sessions for clients, leading to increased product adoption and satisfaction.
  • Delivered personalized product recommendations to customers based on usage patterns, enhancing their overall experience.
  • Streamlined onboarding process for new clients, significantly reducing time to value and improving initial experience.
  • Provided expert guidance to customers on best practices for product utilization, maximizing their return on investment.
  • Fostered strong relationships with key accounts, ensuring high levels of customer satisfaction and loyalty.
  • Collaborated with sales and marketing teams to provide insights on customer feedback, shaping future product developments.
  • Led team of customer success specialists, providing ongoing training and support to enhance team performance.

Sales Administrator/Executive Assistant

Koster Keunen
01.2018 - 01.2019
  • Met sales targets by facilitating exceptional customer service and sales support for BSI and West Coast region. Augmented delivery times, enhancing customer experience by steering purchase order (PO) data entry and shipping logistics. Propelled tracking and fulfillment of sample requests by entering all sample requests using Synergy software.
  • Key Contributions:
  • Streamlined order fulfillment process by creating sales orders and arranging shipping and invoicing for all Three Kings purchase orders from Watertown FOB.
  • Augmented cash flow management and reduced outstanding receivables by handling collections for wax and charcoal products.
  • Maximized business efficiency by Providing support to staff and customers in taking sales orders, offering website guidance, and addressing inquiries.
  • Contributed to business growth through effective marketing strategies and campaigns.
  • Guaranteed timely and efficient delivery of products by coordinating shipping logistics.

HR Generalist/Recruiter

AlliedBarton Security Services
01.2015 - 01.2017
  • Optimized organizational structure by recruiting new hires, conducting background checks, employment verification, managing I9 Tracker, orientation, training, and entering new employees into HR system. Led smooth HR operations and compliance by performing complete data entry for change of status information on over 2300 current employees and overseeing all employee files. Reviewed disciplinary and counseling statements to ensure proper documentation and compliance with company policies.
  • Key Contributions:
  • Provided clear guidelines and amplified operational efficiency by developing Standard Operating Procedures (SOP) and Employee Handbooks for armed and unarmed Security Guards and managers in Connecticut and Massachusetts.
  • Directed efficient and effective recruitment and employee management processes by supervising HR teams.
  • Filled critical positions with top talent, contributing to organizational success by effectively sourcing and hiring qualified candidates.
  • Supported efficient HR operations and decision-making by updating employee information in the HR system.

Education

Edelson Sales Academy
01.2024

Skills

  • Team Building & Leadership
  • Customer Service & Satisfaction
  • Client Relationship Building
  • Shipping Logistics
  • Cross-functional Team Coordination
  • Business Development & Analysis
  • Profit & Revenue Optimization
  • Salesforce/Dayforce/Proprietary Software
  • Integration Coordination
  • Account Management
  • Cross-functional Collaboration
  • SaaS Management

Section name

Additional experience as Licensed Massage Therapist at Private Practice, CT

Timeline

Customer Success Manager

Datex
01.2025 - Current

Account Manager | Customer Success Manager

Odyssey Logistics
08.2020 - 01.2025

Sales Administrator/Executive Assistant

Koster Keunen
01.2018 - 01.2019

HR Generalist/Recruiter

AlliedBarton Security Services
01.2015 - 01.2017

Edelson Sales Academy

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