Sloane Lewis
Folsom,California
Summary
Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
13
13
years of professional experience
Work History
Customer Success Manager
AVEVA Select California
Folsom, CA
05.2023 - Current
- Developed custom solutions for customers based on their individual business objectives.
- Maintained up-to-date knowledge of industry trends related to customer success management.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Managed customer inquiries and complaints in a professional manner.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Created reports outlining customer usage and retention metrics.
- Conducted regular check-ins with clients to ensure their needs were met.
- Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
Project Manager
Actium
Folsom, CA
05.2021 - Current
- Built and established strong partnerships with teams, vendors and contractors.
- Worked with internal team members, consultants and contractors.
- Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction.
- Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency.
- Developed solutions to project risks and issues, meeting quality and timeline goals and objectives.
- Drove continuous improvement of project delivery process by providing strong leadership.
- Focused on project monitoring and management by developing forecasts and tracking expenses.
MyTurn CA Vaccination Project
Actium
El Dorado Hills, CA
05.2021 - 11.2022
- Worked directly with vaccine administrators and managers to oversee and construct the success of the California vaccination project.
- Served as analyst and trainer. Duties included the understanding of MyTurn, the training of MyTurn functions, creation of new online clinics, making additions to the clinics such as; Vaccine amounts and appointment windows.
- On call to any issues the clinic is facing with the goal to train the managers until they no longer needed to call.
- Collaborated with MyTurn Coders to keep track of who has been vaccinated, what clinics have what vaccines and how much of each do they have. And continuously worked to make the site more user friendly.
- Collaborated with marketing team and functional management to achieve business and marketing strategy objectives.
- Engaged customers through interviews to define product vision, features and releases.
Statewide Deployment Lead: OSI- EWIC Project
Appian Consulting
Folsom, California
07.2019 - 04.2020
- Worked directly with the development team to test several eWIC scenarios and screens to ensure the various peripherals worked with the eWIC application.
- Served as a liaison between WIC Directors, Local Agency Coordinators, IT leads, and the peripheral installation team to assist critical stakeholders in scheduling site installations and agency preparations to ensure needs and project schedule deadlines were met.
- Coordinated with WIC Directors, Local Agency Coordinators, IT Leads and various staff for scheduling, tracking, and deploying peripheral equipment for the project.
- Collaborated with the installation team to ensure thousands of equipment pieces were correctly deployed, installed and tested throughout the State of California for multiple waves.
- Worked directly with Local Agency Coordinators to prepare sites prior to deployment.
- Collaborated with colleagues and administration to integrate process improvements that reduced unnecessary costs and increased project efficiency.
- Collected and analyzed project progress and data to produce weekly reports to the State WIC Directors.
- Participated in weekly team meetings to assist in delegation of project tasks and resolve project complications while managing inventory, shipping, and installations.
Assistant Manager
DayJoy Enterprise
Folsom, CA
02.2017 - 03.2019
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Increased sales by roughly 32%
- Delegated daily tasks to team members to optimize group productivity.
- Successfully managed 4 stores with increased profit threshold, customer satisfaction, teammate collaboration,
motivation, and the implementation of effective performance methods. - Managerial duties including scheduling, ordering of supplies, excel tracking, paycheck organization and
calculations, employee management, customer satisfaction assistance, analyzation of all employee work, task delegation, training of new employees, marketing of stores, reprimanding and following up with the correction of employees.
President Class of 2018
National Charity League, NCL
Sacramento, CALIFORNIA
01.2011 - 06.2018
- Event organizer and coordinator for The SPCA Annual drive, The Albert Einstein Center, The Mustard Seed school, The Saint John’s program, and The Women’s Empowerment association.
- Scheduling of all team meetings and collaboration between the treasurer, vice president and recorder.
- Setting up meetings for new philanthropy, budgeting, and working towards a better community.
Education
Folsom Lake College
Folsom, CASouthern Oregon University
Ashland, ORSkills
- Customer Account Management
- Pipeline Development
- Customer Advocacy
- Business Development
- Training and mentoring
- Sales proficiency
- Customer Needs Assessment
- Customer Retention
Timeline
Customer Success Manager
AVEVA Select California
05.2023 - Current
Project Manager
Actium
05.2021 - Current
MyTurn CA Vaccination Project
Actium
05.2021 - 11.2022
Statewide Deployment Lead: OSI- EWIC Project
Appian Consulting
07.2019 - 04.2020
Assistant Manager
DayJoy Enterprise
02.2017 - 03.2019
President Class of 2018
National Charity League, NCL
01.2011 - 06.2018
Folsom Lake College
Southern Oregon University
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