Starris Muhammad
Romeoville,IL
Summary
Client Success Specialist and Manager with over 3 years of experience in customer service and management, excelling in fast paced environments. Demonstrates strong collaborative skills, computer literacy, and proficiency in tools like Hub Spot and Workday. Committed to enhancing team performance and client satisfaction through effective communication and strategic problem-solving.
Overview
12
12
years of professional experience
Work History
Client Success Manager
Terraboost Media
Naperville, IL, US
01.2023 - Current
- Communicate with clients via phone/email/text
- Manage 500+ client accounts, driving revenue through contract renewals and expansions, consistently achieving $90,000+ in additional income
- Conduct in-depth Quarterly Business Reviews, analyzing campaign performance and developing strategic action plans to enhance client ROI
- Partner cross-functionally to ensure seamless campaign execution, leveraging multiple SaaS platforms and CRMs for optimal client satisfaction
- Oversee customer lifecycle, promptly resolving escalations and maintaining high client retention through proactive communication and support
- Identify upselling and cross-selling opportunities, introducing additional products and services to expand client relationships and boost revenue
Client Success Specialist
Terraboost Media
Naperville, IL, US
01.2022 - 01.2023
IT Helpdesk Support Analyst
Cerner Corporation
Remote
01.2021 - 01.2022
- Resolved complex IT issues for 10+ hospitals, enhancing system efficiency and user satisfaction while meeting strict performance metrics
- Provided responsive technical assistance to 20+ clients daily, ensuring seamless operation of critical healthcare applications and systems
- Streamlined credential management processes, significantly reducing system access delays and improving overall operational efficiency
- Guided users through application workflows, fostering better understanding and utilization of healthcare IT systems across multiple facilities
- Conducted thorough remote diagnostics and troubleshooting, swiftly resolving technical issues to minimize healthcare service disruptions
Customer Relationship Representative
People Ready
Downers Grove, IL, US
05.2019 - 01.2021
- Managed 500+ customer accounts, resolving billing issues and enhancing client satisfaction through effective communication across multiple channels
- Facilitated seamless client interactions via portal and database, while training new hires on essential systems to ensure consistent service quality
- Expertly handled payment processing, method updates, and late payment collections, maintaining financial accuracy and improving cash flow
- Coordinated with installation teams to address client concerns, effectively de-escalating issues and fostering positive customer relationships
- Leveraged diverse communication tools to streamline client interactions, boosting efficiency and responsiveness in account management
Customer Support Manager
Culligan by Waterco
Lombard, IL, US
01.2017 - 02.2019
- Provided comprehensive support to customers and associates, managing payroll, updating work tickets, and addressing concerns promptly
- Ensured smooth operations and positive experiences
- Fostered client and associate relationships, facilitating seamless communication
- Spearheaded call center operations, implementing strategic protocols that boosted team performance and customer satisfaction metrics
- Developed comprehensive training manuals and scripting, revolutionizing agent onboarding and enhancing overall call quality
Supervisor
Noble Voice
Darien, IL, US
12.2012 - 04.2016
- Led day-to-day operations, ensuring weekly metrics and client objectives were met
- Managed and developed 26-50 call center reps, driving performance excellence
- Implemented multiple concurrent campaigns, maximizing contact ratios and transfers through strategic use of call center dialing systems and performance analytics
- Fostered team growth by creating structured advancement roles, conducting full-lifecycle recruiting, and managing end-to-end HR processes
- Produced comprehensive weekly and monthly reports for external clients, utilizing data-driven insights to meet and exceed performance targets
Education
High School Diploma -
James B. Conant High School
Schaumburg, IL06.2002
Skills
- Supervision
- Customer service
- Decision-making
- Troubleshooting
- People skills
- Data management
- Organizational skills
- Problem resolution
- Time management
- Active listening
- Conflict resolution
- Working collaboratively
- Critical thinking
- Clerical
- Flexible
- Collaboration
- Microsoft Outlook
- Communication skills
- Microsoft Excel
- Customer relationship management
- Leadership
- Computer skills
- Management
- Computer literacy
- Salesforce
- Data collection
- Typing
- Microsoft Office
- Avaya
- Active Directory
- Help Desk
- Prism
- Job Stack
- Desktop Support
- ATS
- Workday
- Recruiting
- Data entry
- IT Support
- Scripting
- Microsoft Windows
- Technical Support
- Operating Systems
- Zendesk
- Databases
- Remote Access Software
- Hub Spot
- Google Suite
- Negotiation
- Client Engagement
- Client Retention
- Customer Satisfaction
- Training and Development
- Portfolio Management
- Performance Analysis
- Strategic Action Plans
- Upselling
- Client Onboarding
- Process Improvement
- Relationship Building
- Customer Advocacy
Timeline
Client Success Manager
Terraboost Media
01.2023 - Current
Client Success Specialist
Terraboost Media
01.2022 - 01.2023
IT Helpdesk Support Analyst
Cerner Corporation
01.2021 - 01.2022
Customer Relationship Representative
People Ready
05.2019 - 01.2021
Customer Support Manager
Culligan by Waterco
01.2017 - 02.2019
Supervisor
Noble Voice
12.2012 - 04.2016
High School Diploma -
James B. Conant High School