Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Hi, I’m
Stacie P. Zenon
Willow Grove,PA
Summary
Overview
9
years of professional experience
Work History
Iron Mountain
Customer Success Manager
01.2022 - 06.2023
Job overview
- Responsible for researching escalated service and billing issues to ensure all appropriate actions by other parties are being taken to resolve the issue
- Execute customer ad-hoc requests such as reports, audits, and tours working with the appropriate internal teams (i.e
- RM/DM/SS
- Field Operations, Sales Support, Customer Care) to ensure that customer and/or prospect requirements are resolved in accordance with service level agreements, performance metrics and/or expectations
- Save accounts at risk and define possible solutions to customer issues to lead to retention
- Maintain working partnership with Markets, Area and Corporate teams.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
Iron Mountain Information Management
Quality Specialist
09.2019 - 12.2021
Job overview
- Monitor customer contacts and provide consistent and objective coaching and feedback with regards to quality expectations and documented processes
- Daily availability / visibility to assist with employees’ questions and process clarity
- Identify and deliver best practices as they apply to customer interactions
- Partner with Customer Care Learning and the Customer Care
- Knowledge Center to ensure information needed is aligned with organizational expectations and processes
- Maintain a database of employee coaching assessments, as well as workflow audit results
- Approach every error as a learning opportunity, or as a “fact finding” not a “fault finding” exercise
- Attempt to identify the underlying reasons for the incident
- Focus corrective actions on resolving the root causes.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Iron Mountain
Customer Service Associate III
05.2018 - 09.2019
Job overview
- Flex Team
- Analyzed requests for customer support and implemented solutions
- Review issues and/or needs, identify trends, and make decisions and recommendations on how to resolve issues
- Lead and manage account changes such as inventory consolidations, establishing departments, including account maintenance and record classification projects
- Receive and resolve customer invoice and billing related questions
- Generated customer reports such as activity reports and negative growth for Account Managers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Iron Mountain
Customer Service Associate II
05.2014 - 05.2018
Job overview
- Builds internal and external relationships through exceptional problem-solving
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Uses system tools to identify issues and conduct lead analysis and resolution
- Collaborates with team members and other departments as needed
- Edits customer profiles and modifies orders per customer request
- Creates proprietary special reports per customer request
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
DPT Business SchoolPhiladelphia, PA
University Overview
Overbrook High SchoolPhiladelphia, PA
University Overview
Diploma from Business and Academic Studies
University Overview
Skills
- Excellent oral, listening and written communication skills
- Problem analysis and problem solving
- Adaptability and ability to work under pressure
- Knowledge of Microsoft Office Suite
- Inventory Control Processes
- Customer Service and Assistance
- Contact Management Systems
- Training Programs
- Account Management
- Interdepartmental Collaboration
Timeline
Customer Success Manager
Iron Mountain
01.2022 - 06.2023
Quality Specialist
Iron Mountain Information Management
09.2019 - 12.2021
Customer Service Associate III
Iron Mountain
05.2018 - 09.2019
Customer Service Associate II
Iron Mountain
05.2014 - 05.2018
DPT Business School
Overbrook High School
Diploma from Business and Academic Studies
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