Tia Waldron
Roanoke,VA
Summary
Results-driven customer success manager with 5+ years of experience in SaaS companies. Proven track record of building and maintaining strong client relationships, resulting in a 20% increase in customer retention rates. Develop and execute customer success strategies to drive product adoption, increase customer satisfaction, and achieve revenue growth.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Gusto
04.2019 - Current
- Manage a portfolio of 50+ enterprise-level accounts, driving customer satisfaction and retention rates of over 95%
- Lead the successful implementation of a customer success strategy, resulting in a 30% reduction in customer churn within six months
- Collaborate with cross-functional teams to develop and launch a customer onboarding program, resulting in a 25% increase in product adoption
- Oversee customer onboarding, ensure smooth transition of customer to successful use of the product/service
- Create, maintain, and update customer success plans tailored to individual clients
- Establish and maintain customer profiles to prevent customer churn
- Monitor customer support tickets/issues and take appropriate action as needed
- Support sales initiatives, partner with sales and marketing teams to enhance customer experience
- Implement new processes and policies to continuously improve customer success initiatives
- Facilitate customer workshops to drive product success across departments
- Develop custom training and education materials for new and existing users
- Gather and interpret user feedback through user surveys and other sources
- Educate customers on best practices for product utilization
- Facilitate customer webinars, events, and other initiatives for product success.
Claims Specialist
The Cigna Group
01.2015 - 04.2019
- Determines covered insurance losses by studying provisions of a policy or certificate
- Establishes proof of loss by studying documentation and assembling additional information from outside sources
- Documents specific claims by completing and recording forms, reports, logs, and records
- Analyzes insurance claims to prevent fraud
- Prepares reports by collecting, analyzing, and summarizing information
- Resolves claims by approving or denying documentation, calculating benefits due, and determining compensation settlement
- Ensures legal compliance by following company policies, procedures, and guidelines, as well as state and federal insurance regulations
- Maintains quality customer service by following customer services practices and responding to customer inquiries
- Provides legal support by assembling documentation for settlement action
- Protects operations by keeping claims information confidential
- Maintains a good relationship with insurance departments.
Customer Service Representative
Virginia Premier Health Care Plan
07.2011 - 01.2015
- Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
- Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
- Assist customers in navigating myvapremier and other websites and encourage and reassure them to become self-sufficient.
Retail Sales Associate
Rue 21
07.2009 - 01.2010
- Serves customers by helping them select products
- Drives sales through engagement of customers, suggestive selling, and sharing product knowledge
- Greets and receives customers in a welcoming manner
- Responds to customers' questions.
Education
Bachelor's degree - Finance
Bryant & Stratton College-Online
Buffalo, NY05.2023
High school diploma -
Noel C Taylor
Roanoke, VA06.2011
Skills
- Application support
- Customer Analysis and Insights
- Skilled multi-tasker
- Scheduling
- Java system proficient
- Customer Training and Education
- Process Improvement and Implementation
- Creative Solution Design and Execution
- Data entry
- Onboarding and Support Strategies
- Continuous Learning and Professional Development
- Customer Relationship Management
- Performance Metrics and Dashboarding
- Technical support
- Active listening
- Type 40 WPM
- Strategic Planning and Product Utilization
- Project Management and Time Management
- Organizational and Leadership Skills
- Desktop support
- Excellent communication
- Problem Resolution and Escalation
- Complaint resolution
- Time management
- Communication and Interpersonal Skills
- Data Collection and Reporting
- SaaS
- Sales Support
- Portfolio Management
- Salesforce
Certification
- CPM - Certified Professional Manager
- CM - Certified Manager Certification
Timeline
Customer Success Manager
Gusto
04.2019 - Current
Claims Specialist
The Cigna Group
01.2015 - 04.2019
Customer Service Representative
Virginia Premier Health Care Plan
07.2011 - 01.2015
Retail Sales Associate
Rue 21
07.2009 - 01.2010
Bachelor's degree - Finance
Bryant & Stratton College-Online
High school diploma -
Noel C Taylor
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