Tina Houchens
Lockport,IL
Summary
Dynamic Customer Success Manager with a proven track record of building trustful relationships and ensuring high levels of customer satisfaction. Expertise in problem-solving and effective communication enables a balanced approach to addressing client needs while aligning with company objectives. Committed to enhancing customer experiences and driving success through exceptional service and strategic insights, consistently fostering long-term partnerships that contribute to overall business growth.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
Damotech US (Damotech Purchased Mac Rak Inc.)
Lockport, IL
07.2024 - 02.2026
- Evaluated US sales leads and pursued immediate contact with the customer to gain business, reporting to appropriate business managers.
- Evaluated new and incoming, customer requests and inquiries, corresponding directly with the customer to understand the nuances of their quote or order and any imposed timelines.
- Logged in all customer requests for pricing.
- Evaluated new customer requests; protected current dealers that may have already established relationships with the end user.
- Accepted all customer feedback and corresponded in an efficient way for best outcomes.
- Problem solved any discrepancies to reach ultimate customer satisfaction.
- Scheduled and conducted video meetings with customers as the Point of Contact for their order inquiries.
- Worked closely with the Sales Support Center Manager taking on any overlap of customer issues between departments for best outcomes.
- Approved personnel timesheets and time off requests.
- Managed any facility issues.
- Made banking deposits of any incoming customer payments.
- Key and alarm code holder.
Office Manager
Mac Rak Inc.
Lockport, IL
06.2018 - 07.2024
- Reported, and was accountable to the owners.
- Considered 3rd in charge on a daily basis, and in charge when the owners were out of the office or traveling.
- Managed the operations for an office of 12 employees (in house and remote); overseeing operations in 5 departments.
- Managed hiring and termination of employees; HR issues in tandem with the VP.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Served as a liaison between upper management and staff members, facilitating communication to address concerns or issues promptly.
- Developed comprehensive policy manuals including our employee manual revisions and training SOP's.
- Enhanced team productivity by delegating tasks effectively while overseeing daily workflow and timelines.
- Oversaw the Production Schedule and ran weekly production meetings.
- Proofed all product description information and video content with the President of the company and our Web Designer.
- Managed any facility issues.
- Made daily deposits of any incoming payments.
- Key and alarm code holder.
Administrative Assistant
Mac Rak Inc.
Lockport, IL
09.2015 - 06.2018
- Delivered excellent customer service through prompt responses to client inquiries and addressing concerns effectively.
- Answered multi-line phone system, routing calls, delivering messages to staff, retrieving and returning voicemail messages.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Ensured accurate record-keeping with diligent data entry and database management while quoting and processing orders.
- Wrote several SOP's for this growing company.
- Processed incoming mail and distributed to personnel; giving checks to the VP for deposit.
Education
Certification in Medical Billing And Coding - Medical Informatics
Allen School of Health Sciences
Remote06-2016
Bachelor of Science - Biology
Governor's State University
University Park, IL06-1986
Skills
- Exceptional Customer Success; active listener and empathetic
- Customer relationship building for trust in partnership
- Customer advocacy resulting in optimal customer outcomes
- Cross-functional coordination, working with our Canadian headquarters to ensure effective communication
- Customer service, raising customer expectations and outcomes
- Research and due diligence to protect any accounts that have established relationships with their customer from encroachment from other Sales Companies
Accomplishments
Certifications:
- Medical Insurance Billing Coding, Allen School of Health Sciences
- Interpretative Guide, National Association for Interpretation
Publications:
- 2005 Panter Chameleon Husbandry, Breeding and Supportive Care
- 2005 South American River Turtle Studbook
- 2001 Excellence in Journalism Award for Milky Eagle Husbandry
Timeline
Customer Success Manager
Damotech US (Damotech Purchased Mac Rak Inc.)
07.2024 - 02.2026
Office Manager
Mac Rak Inc.
06.2018 - 07.2024
Administrative Assistant
Mac Rak Inc.
09.2015 - 06.2018
Certification in Medical Billing And Coding - Medical Informatics
Allen School of Health Sciences
Bachelor of Science - Biology
Governor's State University