Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Tatanisha Robinson

Arlington,TX

Summary

Top performer, leader and problem-solver dedicated to streamlining operations to decrease costs by over 40% and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success and retain client business by more than 90%

Overview

5
5
years of professional experience

Work History

CUSTOMER SUCCESS MANAGER

Goldman Sachs & Co
08.2021 - 12.2022
  • Managed a team of customer success representatives, providing leadership, guidance, and support to ensure that customer needs are met and exceeded
  • Monitored metrics and developed actionable insights to improve efficiency and performance
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
  • Developed and implemented operational strategies and selling techniques to improve customer retention and satisfaction, resulting in a 92% increase in customer retention over a 16-month period
  • Utilized customer relationship management (CRM) software to track and manage customer interactions, identify trends and issues, and develop personalized solutions to address customer needs resulting in customer satisfaction improving by 88% over a 16-month period
  • Assisted in the development and execution of customer onboarding and training programs to ensure a smooth transition and successful integration of new customers
  • Provided continual support and proactive suggestions to make our customers' businesses more successful through the use of our platform resulting in exceeding client retention goals

SALES MANAGER

J.P. Morgan Chase
11.2019 - 03.2021
  • Led a team of sales representatives, providing guidance, training, and support to ensure sales targets are met or exceeded
  • Handled customer relations issues, enabling quick resolution and client satisfaction
  • Managed a sales pipeline, including prospecting, qualification, and closing of new business opportunities
  • Conducted regular sales meetings with team members to review performance, set targets, and identify areas for improvement
  • Created and delivered presentations to potential clients, including product demos and proposals
  • Analyzed sales data and trends to identify opportunities for growth and to develop targeted sales plans
  • Consistently achieved or exceeded sales targets, resulting in an 88% increase in revenue over a 16-month period

CUSTOMER SERVICE REPRESENTATIVE

J.P. Morgan Chase
03.2018 - 11.2019
  • Provided exceptional customer service, handling over 50 calls inbound calls per day, as well as high customer inquiries and requests via phone, email, and in-person interactions
  • Utilized customer relationship management (CRM) software to track and manage customer interactions, identify trends and issues, and develop personalized solutions to address customer needs
  • Collaborated with cross-functional teams
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints

Education

Bachelor of Science - Communication

Illinois State University
Normal, IL
2013

Skills

  • Transfer Processes
  • Quality Control Standards
  • Interdepartmental Collaboration
  • Training Programs
  • Customer Retention
  • Sales Proficiency
  • Client Service Optimization
  • Staff Leadership
  • Renewal Opportunities
  • Sales Management
  • Effective Customer Communication
  • Salesforce CRM Experience

Timeline

CUSTOMER SUCCESS MANAGER

Goldman Sachs & Co
08.2021 - 12.2022

SALES MANAGER

J.P. Morgan Chase
11.2019 - 03.2021

CUSTOMER SERVICE REPRESENTATIVE

J.P. Morgan Chase
03.2018 - 11.2019

Bachelor of Science - Communication

Illinois State University

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Tatanisha Robinson