Stacy Waller
Rahway,NJ
Summary
Results-driven operations and customer success professional with experience leading cross-functional initiatives, optimizing operational processes, and managing enterprise client relationships across multiple service based industries. Skilled in KPI analysis, customer retention strategies, team leadership, and data-driven process improvement. Proven ability to improve operational efficiency, support revenue growth, and enhance customer engagement through strategic collaboration and analytics.
Overview
20
20
years of professional experience
Work History
Manager Of Operations
Back2Learn, LLC
Bradenton, FL
01.2021 - 04.2026
- Managed daily operations for an education focused lead generation organization supporting prospective students seeking online and continuing education opportunities.
- Worked cross functionally with marketing, admissions and client partners to improve lead quality.
- Analyzed lead performance and other data in depth to identify trends, uncover operational inefficiencies, improve prospect to student conversion rates and track KPI's.
- Developed reporting and tracking processes to monitor prospect engagement, enrollment activity and campaign effectiveness.
- Led a team of 5 Operations Coordinators overseeing lead generation and enrollment support across diverse online education programs and career focused verticals.
Regional Customer Success Manager II
Saturn Wireless an AT&T Solution Provider
Montclair, NJ
06.2015 - 08.2020
- Owned a regional portfolio of enterprise mobility accounts across the Northeast and parts of the Midwest.
- Developed playbooks for retention and expansion.
- Coached Lead CSM's and CSM's ensuring consistent execution of account processes and strategies.
- Led research and coordination of complex customer cases requiring document collection, data validation and issue resolution across internal systems for billing, service and mobility related inquiries.
Lead Customer Success Manager
Saturn Wireless an AT&T Solution Provider
Hoboken, NJ
07.2009 - 06.2015
- First point of contact for Channel Managers providing updates on customer health metrics, KPI's, service utilization and risk indicators.
- Analyzed all data, usage, financial trends, service health, and engagement signals to build a predictive view of customers churn risk.
- Acted as escalation leader for high-impact enterprise issues.
- Managed client mobility lifecycle and business continuity planning.
- Collaborated with sales to expand device deployments, IoT solutions and managed service offerings across existing accounts.
Business Care Manager
Saturn Wireless an AT&T Solution Provider
Jersey City, NJ
10.2006 - 08.2009
- Managed support for business wireline and wireless customers, partnering with sales, operations and support teams resolving account, billing, service and technical issues.
- Built strong client relationships through responsive, solution based support and assisted leadership with business initiatives which improved customer satisfaction and retention.
- Supported business account growth with account reviews that resulted in new service activations, upgrades, and account renewals.
- Developed strong industry knowledge in enterprise mobility, wireless account management and customer support operations.
Skills
- KPI Tracking & Performance Reporting
- CRM Systems
- Data Analysis & Operational Reporting
- Workflow & Process Execution
- Client Issue Resolution & Retention Support
- Team Supervision & Coaching Tools
- Reporting Dashboards & Excel-Based Analysis
Accomplishments
- Performance-driven operations leadership
- Customer success and account ownership
- Team leadership and development
- Data-driven decision making
- Cross-functional coordination
- Process optimization and efficiency improvement
Timeline
Manager Of Operations
Back2Learn, LLC
01.2021 - 04.2026
Regional Customer Success Manager II
Saturn Wireless an AT&T Solution Provider
06.2015 - 08.2020
Lead Customer Success Manager
Saturn Wireless an AT&T Solution Provider
07.2009 - 06.2015
Business Care Manager
Saturn Wireless an AT&T Solution Provider
10.2006 - 08.2009