Tori Morrison
Newton,NH
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Senior Customer Success Manager
Semcasting Inc
North Andover, MA
04.2022 - 08.2024
- Strategized with internal teams, as well as clients, to improve project performance.
- Collaborated with sales teams to develop strategies for upselling and cross-selling products or services.
- Lead internal, as well as high-level, client-facing meetings.
- Monitored customer support tickets in order to identify common problems or issues that need addressing quickly.
- Managed a small team of individuals on multiple successful campaigns.
- Provided ongoing training and support to junior team members on sales techniques and processes.
- Developed comprehensive training materials for internal staff on customer success processes and procedures.
Account Manager/Customer Successes Manager
Semcasting Inc
North Andover, MA
10.2019 - 03.2022
- Developed and maintained client relationships
- Organized important information to ensure that projects run smoothly
- Communicated with both internal teams and clients on daily basis keeping everyone on track to ensure all KPIs for the project were provided to the expectation of the client.
Recruitment Manager
Qessential Medical Market Research
Exeter, NH
05.2014 - 09.2019
- Manage and support direct client communication and confidential information including doctor and patient information
- Identify new and interesting ways to attract doctors and patients into participating in our studies
- Manage physician and client schedules to ensure projects are completed on time.
Distributor Resources
Reflex Lighting
Boston, MA
04.2012 - 04.2014
- Manage and support direct client communication and time sensitive deliverables that include pricing, delivery timelines and product supporting documentation
- Responsible for answering client inquiries due to changing project scope, geography and cost constraints
- Leveraged skill sets developed as a Project Manager to solve business challenges affecting individuals and teams.
Project Manager
Reflex Lighting
Boston, MA
01.2011 - 04.2012
- Collaborated with the quotes department in gathering information such as product lead times and pricing
- Managed client’s expectations on shipping and delivery of fixtures
- Communicated and delivered time sensitive documents to clients such as lighting schedules and fixture drawings.
Education
Bachelor’s Degree - Marketing
University of Massachusetts – Amherst
12.2010
Associates Degree - Business Science
Northern Essex Community College
12.2008
Skills
- Leadership
- Creativity
- Organizational skills
- Excellent time management skills
- Adaptability to change
- Customer Satisfaction
- Relationship Management
- Strategic Planning
- Customer Relationship Building
- Customer Retention
- Proficient in Microsoft Excel
- Salesforce
Awards
- Qessential Market Research Team Player Award 2015
- Reflex Lighting Customer Service person of the Year for 2012
- Intern at Reflex Lighting, May 2010 – August 2010
References
Available upon Request
Timeline
Senior Customer Success Manager
Semcasting Inc
04.2022 - 08.2024
Account Manager/Customer Successes Manager
Semcasting Inc
10.2019 - 03.2022
Recruitment Manager
Qessential Medical Market Research
05.2014 - 09.2019
Distributor Resources
Reflex Lighting
04.2012 - 04.2014
Project Manager
Reflex Lighting
01.2011 - 04.2012
Bachelor’s Degree - Marketing
University of Massachusetts – Amherst
Associates Degree - Business Science
Northern Essex Community College
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