Tonya Kinney
Mesa,AZ
Summary
Diligent [Desired Position] with extensive experience leading customer success teams. Proven track record of enhancing client relationships and driving customer satisfaction through strategic initiatives. Demonstrated expertise in implementing customer-focused solutions and fostering collaborative environments.
Overview
15
15
years of professional experience
Work History
Director of Customer Success
Dorm Room Movers, LLC
08.2012 - Current
- Detail-oriented and ready to conquer any challenge
- Coaching and development using quality assurance tools and KPI reports to ensure team members successfully achieve set goals
- WFM, scheduling, and production oversight to address coverage gaps and shape workflow
- Billing/AR and claims management
- Identified root causes of customer churn by analyzing account data, implementing strategies to address specific pain points and win back lost business.
- Led cross-functional teams in the design and execution of customer success initiatives, resulting in higher client satisfaction scores.
- Implemented a data-driven approach to continually refine customer success strategies based on client needs and industry trends.
- Improved customer satisfaction rates by implementing targeted customer success strategies and providing personalized support.
- Reduced churn rate by proactively identifying at-risk accounts and implementing tailored solutions.
- Enhanced overall customer experience through consistent communication, feedback analysis, and process improvements.
- Developed and executed successful client onboarding programs, resulting in increased satisfaction rates and faster time-to-value realization for new customers.
- Developed and maintained long-term client relationships for increased retention and revenue growth.
- Fostered a culture of continuous learning within the Customer Success team by promoting professional development opportunities regularly.
Server promoted to Shift Manager
Pizza Hut
04.2010 - 10.2014
- Greeting and seating guests, taking meal orders, quality checking orders before serving to guests, food prep, keeping work areas clean and clear from hazards, Supervising crew members, Ensuring all closing tasks are completed successfully, Submitting inventory orders at the end of the business, Counting the registers and making nightly bank deposits
- Reason for leaving: Received promotion from Dorm Room Movers, LLC, and moved to AZ
Education
Master's in Business Administration - Management
AIU Online
05.2015
Associate's and Bachelor's - BA
AIU Online
11.2006
GED -
Biddeford High School
01.1993
Skills
- Management
- Hiring and Training
- Employee Coaching and Mentoring
- Team Leadership
- Analytical Thinking
- Data-driven decision-making
- Work Planning and Prioritization
- Project Planning
- Customer Retention Strategies
- Teamwork and Collaboration
- Problem-Solving
- Customer onboarding
Toolexperience
- Zendesk (12+ years)
- CRM modules
- Textline
- PlayVox
- TymeShift
- Humanity
- Upwork
- Slack
- UPS portal
- Talk Desk
- Incontact
- Eye Beam
- Salesforce
- Bloom
Timeline
Director of Customer Success
Dorm Room Movers, LLC
08.2012 - Current
Server promoted to Shift Manager
Pizza Hut
04.2010 - 10.2014
Associate's and Bachelor's - BA
AIU Online
GED -
Biddeford High School
Master's in Business Administration - Management
AIU Online
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