Tiffany Oliver
Summary
Tech-savvy, proactive and meticulous Global Customer Success Manager with over 5 years of experience in multiple B2B SaaS industries. Proficiencies in customer relations, problem-solving, customer training and staff development. Customer-oriented cross functional team player with expertise generating above optimal satisfaction levels while building profits and client generation.
Overview
13
13
years of professional experience
Work History
Global Customer Success Manager/ eCommerce Merchandiser
Amesite
01.2021 - Current
- Oversee Customer Success and eCommerce operations for a B2B SaaS EdTech platform with diverse clients, including universities, museums, and industry, to increase revenue
- Lead cross-functional teams, cultivate key customer relationships, and analyze market trends for performance improvements through A/B and UX testing
- Leverage advanced knowledge of cutting-edge technologies and methodologies to drive performance improvement initiatives, analyzing market trends, top-selling products, and staying abreast of information technology changes and system updates
- Spearheaded global customer success initiatives, achieving a 98% customer satisfaction rate and 95% retention on paid programs
- Communicate with customers to meet their unique needs and long-term goals, gather and deliver information between internal and external teams, create tailored workflows to help them achieve their goals
- Increased eCommerce conversion rates by 20% through data-driven product selection and targeted promotions based on customer insights
- Designed and implemented a user-friendly analytics reporting system, providing actionable insights to clients and improving product adoption by 30%
- Project Management via establishing processes and materials to enable self-service onboarding and ensure user adoption while providing ongoing troubleshooting and optimization support for new customers, leading to a 25% reduction in customer support tickets
- Led cross-functional teams in the creation of customized training programs for end-users, frontline workers, and executives in 11 countries, resulting in a 30% increase in user proficiency
- Established and managed a knowledge base help center with chat functionality, reducing support response times by 40%
- Designed visually appealing e-commerce websites, enhancing user experience and driving online sales
- Developed and maintained WordPress websites, ensuring seamless user experiences and exceptional performance
- Conducted regular UX/UI testing to ensure product usability and make data-driven design improvements
- Conducted regular A/B testing on email and marketing campaigns to make data-driven design improvements
- Liaison between Sales, Engineering, AI, and Marketing departments, sharing customer progress and achievements cross-functionally; collaborating with revenue teams to manage renewals, identify upsell opportunities, and drive further product usage
- Collaborate with Senior Engineers to strategize and release new features to the SaaS platform based on market demands
- Ensures best-in-class white glove service by being a strategic and supportive partner to customers at every stage of the onboarding process through the customer lifecycle.
Freelance Graphic Designer / Information Technology Systems Analyst
Tiffany Oliver Designs
01.2011 - Current
- Design creative and attractive layouts, logos, visual texts, and marketing imagery concept for diverse clients
- Social media advertising creation and management
- Arrange client meetings to discuss requirements and project scope and assist clients in resolving daily issues by creating online documentation
- Provide on-site server and network support to potential clients by operating multiple computer software programs
- Execute creative design concepts from ideation to final delivery, consistently meeting client objectives and exceeding expectations
- Translate client requirements and feedback into visually compelling designs, balancing creativity with strategic objectives
- Design impactful and memorable logos and brand kits for diverse clients across various industries, capturing brand identities and visions effectively
- Demonstrate proficiency in Adobe Creative Suite, including Photoshop, Illustrator, and InDesign, to produce high-quality graphic assets
- Develop engaging social media graphics, including banners, posts, and ads, to drive user engagement and brand recognition across multiple platforms
- Self-educating to keep current on industry trends in the design space as well as adaptability in information technology and system improvements
- Perform research analysis on Information Technology Systems to identify and resolve technical issues
- Achieve 100% client satisfaction and received multiple positive feedback by facilitating clients with error-free IT systems and graphic designing services
- Adapt designs for various platforms and mediums, including web, print, and digital, to maximize visual impact and audience reach
- Troubleshoot Common Workstation Security Issues and Network Connections
- Configure Active Directory Accounts and Policies
- Strong understanding of typography, color theory, and layout design
- Skilled in Figma, Sketch, Inkscape, Krita, Jira, Hubspot, Salesforce, Zoominfo, ChatGPT, Gemini, CoPilot, Lucidchart, Confluence, Helpscout, Wordpress, WooCommerce, Shopify, and Slack.
Branch Manager
Trane Technologies
01.2019 - 01.2021
- Direct overall operational activities of multi-million-dollar store and execute annual operating plans to upsurge productivity and quality of day-to-day tasks
- Supervise branch staff of warehouse and retail store and nurture healthy relations with key customers to enhance sales and business growth
- Utilize in-depth understanding of latest technologies and methods to support performance enhancement endeavors by analyzing market trends and top products along with information technology changes and system updates
- Verify strict adherence to business and financial guidelines by scrutinizing business forecasts and performing audits and investigations on business reports
- Sustain inventory levels by directing and managing store inventory program to categorize and diminish low-selling products
- Developed process to support country-wide warehouse optimization and directed a B2B project to uplift customer satisfaction and online usability
- Led execution processes of Trane Technologies RMX program and LEAN principles by creating and implementing development plans
- Won Top Tier Leader award for achieving tier-1 rating status throughout 12 months of 2020
- Gained exceptional leadership skills by graduating the Women in Action leadership program for women
- Collaborate with RPRT (Right Part, Right Time) optimization team for the nation to restructure and improve showroom and warehouse appearance and instigate new development processes
- Headed Strategic Brand Marketing progressions and updated marketing strategies of Trane Technologies brand standards to enhance business presence.
Regional Lead Merchandise Coordinator
Davaco Inc.
01.2016 - 01.2019
- Steered overall merchandising process of central United States region and traveled to all assigned areas by company
- Introduced new merchandise and marketing elements, strategized fixture plans, and designed store layouts
- Gathered data and documented store status descriptions and store visit reports (SVR) with before and after photos
- Established new business opportunities and coached organizational teams on brand standards, recognizing trends, and market awareness
- Administered merchandising operations of manifold business units comprising home décor, beauty products, fragrances, accessories, women, men, children, and athletic apparel
- Provided sale and purchasing services to multiple clients, including Home Depot, Target, Verizon, Nike, Adidas, Under Armour, Sephora, Birkenstock, Havaianas, National Basketball Association (NBA), and National Football League (NFL)
- Corresponded with Field Training Manager to discuss performance reviews and opportunities, promotions, and salary/wage increase.
General Merchandising and Operations Manager
Gap Inc
01.2013 - 01.2017
- Cultivated robust and profitable relations with customers by overseeing order management processes, including scanning, inventory, and shipment of orders
- Spearheaded sale and purchasing activities of several business units consisting of women's, men's, children's, and athletic apparel, as well as home décor, accessories, fragrances, and beauty products
- Evaluated stock levels, shipment deliveries, and supply orders to confirm accurate quality and high standard quality
- Trained and coached a team on company regulations and merchandising processes to meet and exceed performance goals and obtain admirable business results
- Managed and updated company budget and adhered to budgetary allowances for supply orders and shipment costs
- Analyzed store design and inventory levels to advocate mapping and planning of merchandise flow and store promotions
- Conducted audits, loss prevention visits, and seasonal inventories to provide passing scores on yearly basis
- Augmented productivity and product retrieval by preparing and executing organizational system for warehouse arrangements
- Amplified profitability by 26% and derived 15% increase in traffic by streamlining on-work progressions through precise merchandising and operational decisions
- Regulated merchandising operations of a $9M and 35K square feet Premier location floor while maintaining a safe and clean working environment.
Education
Bachelors of Arts - Communications Technology/Visual Communications
The Ohio State University
Skills
- Customer Relationship Management
- Business Data Analytics & Reporting
- Digital Marketing
- A/B and UX Testing
- Inventory Management
- Wordpress / CSMs
- ECommerce (WooCommerce,Shopify)
- Product Merchandising (Physical and Digital)
- Graphic Design
- Training & Development
- Strategic Planning
- Multitasking Abilities
- Effective Communication
Websites
Timeline
Global Customer Success Manager/ eCommerce Merchandiser
Amesite
01.2021 - Current
Branch Manager
Trane Technologies
01.2019 - 01.2021
Regional Lead Merchandise Coordinator
Davaco Inc.
01.2016 - 01.2019
General Merchandising and Operations Manager
Gap Inc
01.2013 - 01.2017
Freelance Graphic Designer / Information Technology Systems Analyst
Tiffany Oliver Designs
01.2011 - Current
Bachelors of Arts - Communications Technology/Visual Communications
The Ohio State University
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