THERESE NDIONE
Felton,DE
Summary
Customer Success professional with 7+ years of experience in client relationship management, retention, and sales. Proven ability to drive renewals, reduce churn, and deliver exceptional customer experiences. Combines healthcare, retail, and UX expertise to provide data-driven and user-centered solutions. Skilled in Salesforce, high-volume customer engagement, and cross-functional collaboration.
Overview
2027
2027
years of professional experience
Work History
Market Growth & Retention Specialist
Molina Healthcare
04.2025 - Current
- Manage high-volume inbound and outbound calls to support member renewals and retention
- Guide members through complex healthcare processes, improving satisfaction and reducing churn
- Consistently meet and exceed performance metrics and call targets
- Collaborate with internal teams to resolve issues and improve overall customer experience
- Educate members on benefits, eligibility, and documentation requirements
Territory / Brand Representative
AMS Retail Solutions
01.2022 - 01.2025
- Managed relationships with retail partners to drive product performance and brand growth
- Trained store teams on product knowledge and sales strategies, improving conversion rates
- Analyzed store performance and implemented strategies to increase sales
- Served as liaison between brand and retail stakeholders
Appliances Sales Specialist
The Home Depot
01.2020 - 01.2022
- Led full sales cycle from consultation to closing and post-sale follow-up
- Built strong customer relationships resulting in repeat business and high satisfaction
- Delivered tailored product recommendations based on customer needs and budgets
- Consistently exceeded sales goals and performance metrics
Behavior Technician
Behavior Frontiers
2019 - 01.2022
- Supported children with autism using behavioral interventions
- Built trust with families and improved communication outcomes
Education
M.D. - Sociology
Cheikh Anta Diop University (UCAD)
Senegal07-2015
MPS - UX Design
Maryland Institute College of Art (MICA)
Baltimore, MD01-2024
Skills
- Customer Success & Retention Strategy
- Account Management & Client Relationships
- Salesforce CRM & Data Analysis
- Customer Experience (CX) Optimization
- Problem Resolution & De-escalation
- Performance Metrics & KPI Tracking
- Cross-functional Collaboration
- UX Thinking & User-Centered Solutions
Languages
English
Full Professional
French
Native or Bilingual
Timeline
Market Growth & Retention Specialist
Molina Healthcare
04.2025 - Current
Territory / Brand Representative
AMS Retail Solutions
01.2022 - 01.2025
Appliances Sales Specialist
The Home Depot
01.2020 - 01.2022
Behavior Technician
Behavior Frontiers
2019 - 01.2022
M.D. - Sociology
Cheikh Anta Diop University (UCAD)
MPS - UX Design
Maryland Institute College of Art (MICA)
TOOLS & TECHNOLOGIES
- Salesforce
- Genesys
- Figma
- Canva
- Notion
- Shopify
- Microsoft Office
- Shopify eCommerce
- QNXT/ ePaces
- New York State of Health