Sumaya Hussein: Customer Success Manager
Columbus, OH
Summary
Personable and dedicated Customer Success 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
6
6
years of professional experience
Work History
Customer Success Manager
Everee
Salt Lake City, UT (Remote)
05.2022 - 01.2024
- Created personalized onboarding experiences for new customers, including assigning appropriate resources, setting up goals and objectives, and providing best practices advice.
- Facilitated webinars and workshops designed to educate customers on the features of the product and service they purchased.
- Developed relationships with key decision makers at target accounts in order to increase renewal rates across 500+ accounts managed by the team.
- Directed 5 enterprise customer support team members and leveraged data analytics to identify trends, areas of improvement and accountability.
- Collaborated with Engineering, Product, Sales and Marketing team to identify root causes for customer issues and new strategies for customer success.
- Identified and pitched cross-sell and upsell opportunities within existing accounts – generating revenue growth and share of wallet expansion.
- Tracked customer satisfaction metrics such as KPIs, product usage, adoption rates, engagement levels, retention rates, and feedback surveys.
Fraud Prevention Specialist
Teleperformance
Columbus, OH
08.2019 - 01.2021
- Monitored customer accounts for unusual behavior or irregularities that may indicate fraudulent activity.
- Documented all investigative activities, evidence gathered, conclusions reached, and actions taken during a case investigation.
- Implemented anti-fraud measures such as identity verification protocols and real-time alerts on high-risk transactions.
- Maintained up-to-date knowledge of current financial regulations related to fraud prevention and detection.
Administrative Associate
Westview Dental Center
Columbus , OH
05.2018 - 06.2019
- Performed all administrative and clerical duties in a fast-paced Dental office.
- Monitor calls, web, email, support and conduct call analysis.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Created and revised a consistent filing system that reduced file retrieval times by 50%.
Pharmacy Technician
CVS Pharmacy
Columbus, OH
2016 - 2018
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Assisted pharmacist with clearing a Que of 1000+ prescriptions, drug labels, documents, and packages daily.
- Worked with insurance companies to process claims, resolve problems and acquire payments.
- Provided assistance to hundreds of customers daily regarding customer complaints, troubleshooting issues and purchase recommendations.
Education
Bachelor of Science in Health Science
May 2022
Dean's List Honoree
The National Society of Leadership and Success
Skills
- Excellent English Communication Skills (Verbal and Written)
- CRM Software Expert: Salesforce, Zendesk
- Microsoft Office Suite Expert
- SLA Management
- Business Relationship Management
- Customer Renewal and Retention
- Customer Satisfaction Analysis
- Issue Reporting
- Product Adoption
- Technical Support
- Agile and Kanban Methodoloy
Timeline
Customer Success Manager - Everee
05.2022 - 01.2024
Fraud Prevention Specialist - Teleperformance
08.2019 - 01.2021
Administrative Associate - Westview Dental Center
05.2018 - 06.2019
Pharmacy Technician - CVS Pharmacy
2016 - 2018
The Ohio State University - ,
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