Tomasita Butler
San Diego,CA
Summary
Collaborative leader and customer focused professional with 7 years of experience in an SaaS industry. Dedicated to partnering with multiple departments to promote engaged, empowering work culture and customer service. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
12
12
years of professional experience
Work History
Manager, Customer Success - Public Sector, EDU
Vector Solutions
San Diego, CA
04.2022 - 02.2024
- Hired, trained and evaluated team members to meet departmental standards and goals.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Developed and maintained relationships with enterprise customer accounts through account development.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Maximized performance by monitoring daily activities and mentoring team members.
- Achieved or exceeded customer retention and NPS goals on a quarterly basis.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Cross-trained existing employees to maximize team agility and performance.
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
Customer Success Manager - Team Lead
Vector Solutions
09.2017 - 04.2022
- Responsible for onboarding quarterly business reviews
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created customer support strategy to increase customer retention.
- Managed successful negotiation of long-term contract renewals with sales affiliates.
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
- Provided technical troubleshooting and problem solving for clients with installed equipment or system issues.
- Identified sales opportunities by assessing environment and devising and implementing winning strategy.
- Managed technical integration with API and SSO.
- Attended trade shows and seminars to promote products and network with industry contacts.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Customer Care Representative
Vector Solutions
03.2016 - 09.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and troubleshooting.
- Built long-term, loyal customer relations by providing top-notch service and and service information.
- Resolved concerns with products or services to help with retention and drive sales.
- Logged call information and solutions provided into internal database.
- Coordinated timely responses to online customer communication and researched complex issues.
- Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures.
- Addressed customer concerns and mitigated dissatisfaction by employing timely and on-point solutions.
Prestige Manager
Ulta Beauty Inc.
San Diego, CA
02.2012 - 03.2016
- Built relationships with customers to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Organized promotional events and interacted with community to increase sales volume.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs.
Education
Associate of Arts - General Studies
San Diego Mesa College
San Diego, CAAssociate of Arts - Film And Video Production
Art Institute of Los Angeles
Santa Monica, CASkills
- Customer Database Management
- Managing Customer Relationships for Enterprise Accounts
- Workflow Processes
- General Proficiency in Excel, PowerPoint, Word
- Customer Retention
- Key Account Development
- Salesforce CRM and ChurnZero Experience
- Performance Management
- Strategic Planning
- Team Leadership
- Performance Evaluations
- Key Performance Indicators
References
References available upon request.
Timeline
Manager, Customer Success - Public Sector, EDU
Vector Solutions
04.2022 - 02.2024
Customer Success Manager - Team Lead
Vector Solutions
09.2017 - 04.2022
Customer Care Representative
Vector Solutions
03.2016 - 09.2017
Prestige Manager
Ulta Beauty Inc.
02.2012 - 03.2016
Associate of Arts - General Studies
San Diego Mesa College
Associate of Arts - Film And Video Production
Art Institute of Los Angeles
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