Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Sydney Croft

Summary

Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.

Overview

6
6
years of professional experience

Work History

Senior Customer Success Manager

ServiceTitan
11.2021 - Current
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Created and maintained comprehensive customer success documentation for internal and external use.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Sales Coordinator

Service Specialties Inc.
03.2020 - 11.2021
  • Follow up with customers once installs are complete to gather feedback and elevate the customer experience
  • Utilize ServiceTitan to organize and track data for the pre and post sales process
  • Maintained long-term relationships with high net-worth clients.
  • Provided effective recommendations to increase customer satisfaction and marketing effectiveness to secure long-term accounts.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Created documents that recommended courses of actions to assist upper management in complex decision-making issues..
  • Trained team members in successful strategies to meet operational and sales targets.
  • Built and established relationships with staff and vendors.

Office Manager

Garneski Air Conditioning & Heating
03.2018 - 03.2020
  • Performed monthly and annual customer service representative’s performance reviews.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Updated reports, managed accounts, and generated reports for company database.
  • Developed and maintained successful relationships with vendors, suppliers and contractors.
  • Managed office operations while scheduling appointments for department managers.
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
  • Coordinated special projects and managed schedules.
  • Coached new hires on company processes while managing employees to achieve maximum production.
  • Controlled finances to lower costs and keep business operating within budget.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Education

High School Diploma -

Centreville High School
Clifton, VA
06.2007

Skills

  • Business acumen
  • Effective communication
  • Cross-functional collaboration
  • Negotiation and Conflict Resolution
  • Analytical thinking
  • Data-driven decision making
  • Performance metrics
  • CRM Software
  • Active listening
  • Software implementation
  • Customer retention
  • Salesforce proficiency

Accomplishments

  • Recognized by Senior Vice President for reducing churn rate.
  • Received award from executive leadership for retaining the most revenue in 2023.
  • Received "CSM of the Month" in June 2022.

References

Available Upon Request

Timeline

Senior Customer Success Manager

ServiceTitan
11.2021 - Current

Sales Coordinator

Service Specialties Inc.
03.2020 - 11.2021

Office Manager

Garneski Air Conditioning & Heating
03.2018 - 03.2020

High School Diploma -

Centreville High School

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Sydney Croft