Stephanie Beran
Cleveland
Summary
Dynamic Manager with a proven track record and leadership abilities. My strategic initiatives have enhanced client satisfaction and retention, contributing to long-term partnerships and business development success. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Success and Commercial Sales Manager
Energy Focus, Inc.
01.2023 - 09.2025
- Additional to Customer Success Manager duties;
- Supported customer relationship management through effective communication and follow-up.
- Learned product offerings to provide accurate information to potential clients.
- Collaborated with team members to identify new sales opportunities in target markets.
- Participated in training sessions to enhance product knowledge and sales techniques.
- Utilized CRM systems to track leads, manage customer interactions, and update records.
- Responded to customer feedback in professional and constructive way.
- Developed strategic initiatives based upon company objectives aimed at accelerating growth.
- Provided exceptional customer service throughout the entire sales process, ensuring client satisfaction from initial contact through post-sale follow-up efforts.
Customer Success Manager
Energy Focus, Inc
10.2019 - 09.2025
- Developed and implemented customer success strategies to enhance client satisfaction and retention.
- Collaborated with cross-functional teams to address customer concerns and improve service delivery.
- Conducted regular check-ins with clients to assess needs and provide tailored solutions.
- Analyzed customer feedback to identify trends and recommend process improvements.
- Monitored key performance indicators to track success metrics and drive continuous improvement initiatives.
- Fostered strong relationships with clients, resulting in increased loyalty and long-term partnerships.
- Trained new team members on best practices for customer engagement and relationship management.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- 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.
Customer Service Supervisor /National Accounts Project Manager
Energy Focus, Inc
04.2019 - 10.2019
- Supervised daily operations of customer service team, ensuring high-quality service delivery.
- Trained and mentored staff on effective communication and conflict resolution strategies.
- Implemented process improvements to enhance customer satisfaction and streamline workflows.
- Analyzed customer feedback to identify trends and develop actionable solutions for service enhancement.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Customer Service Representative / National Account
Energy Focus, Inc
10.2017 - 10.2019
- Resolved customer inquiries by utilizing product knowledge and troubleshooting skills.
- Processed service requests efficiently using CRM software to ensure timely responses.
- Manage central regional states and all national account customers.
- Engage with customers calling in with orders for products and/or services including but not limited to product orders, existing order status, product offerings, technical support, and service information.
- Support the Sales team as needed providing spec sheets, quotations and processing purchase orders.
- Updates Sales force, Excel spreadsheets, and other customer service dashboards. Handles complex customer complaints and escalates situations to Management as needed.
Operations Production Lead
Energy Focus, Inc
03.2014 - 10.2017
- Oversaw production workflows to ensure seamless operations and adherence to safety protocols.
- Streamlined processes to enhance efficiency and reduce operational downtime throughout the production line.
- Mentored team members, fostering skill development and promoting a culture of continuous improvement.
- Implemented quality control measures that improved product consistency and minimized defects in final output.
- Assist Supervisor to ensure that daily line production demands are met.
Appraisal Coordinator
Mortgage Information Services Inc.
02.2012 - 01.2014
- Managed scheduling of appraisers, optimizing workflow and resource allocation.
- Streamlined communication between clients, appraisers, and internal teams to enhance service efficiency.
• Obtained, verified and processed credit card payments for loan borrowers.
Education
High School Diploma -
John Marshall High School
ClevelandSkills
- Customer service
- Training and mentoring
- Onboarding and coaching
- Performance reviews
- CRM proficiency: SalesForce, Dynamics, QAD, Teams
- Account and territory management
- Networking
- Business development
- Teamwork and collaboration
- Time management
- Reliability
- Adaptability and flexibility
Certification
Supervisory Training
First Aid - CPR
Timeline
Customer Success and Commercial Sales Manager
Energy Focus, Inc.
01.2023 - 09.2025
Customer Success Manager
Energy Focus, Inc
10.2019 - 09.2025
Customer Service Supervisor /National Accounts Project Manager
Energy Focus, Inc
04.2019 - 10.2019
Customer Service Representative / National Account
Energy Focus, Inc
10.2017 - 10.2019
Operations Production Lead
Energy Focus, Inc
03.2014 - 10.2017
Appraisal Coordinator
Mortgage Information Services Inc.
02.2012 - 01.2014
High School Diploma -
John Marshall High School