Trayborne Robinson-Mckinney
Charlotte,NC
Summary
Focused Project Manager adept at planning, directing and maintaining continuous operations in various departments. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in decision-making skills to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
Wells Fargo
02.2023 - Current
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Optimized workflow processes to enhance overall productivity and achieve operational excellence.
Senior Sales Account Manager
AvidXchange
02.2022 - 11.2022
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Partnered with finance team to complete month-end accruals and account reconciliations.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Closely monitored accounts to post timely payments and resolve billing discrepancies.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Handled customer relations issues, enabling quick resolution and client satisfaction.
- Boosted sales performance by implementing effective sales strategies and coaching team members.
- Exceeded sales targets by implementing effective sales strategies and utilizing strong product knowledge.
- Cold calling within Salesforce to B2B
Insurance Agent
Progressive Insurance
07.2021 - 10.2021
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
- Maintained financial accounts by processing customer adjustments.
- Conducted annual reviews of existing policies to update information.
- Explained advantages, features and disadvantages of various policies to promote sale of plans, boosting overall sales 60%
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
Accounting
Harris Teeter
01.2021 - 07.2021
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Researched and observed emerging markets and market shifts, taking advantage of opportunities by identifying potential leads and new markets.
- Managed department call volume of 75 calls per day and coordinated department schedules to maximize coverage during peak hours
Neo Training Coordinator
Synchrony
01.2018 - 01.2020
- Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
- Trained new hires in technology required to access company systems and complete job tasks.
- Provided training to employees on essential compliance topics, increasing overall awareness and understanding.
- Stayed current on emerging regulatory changes, ensuring timely updates to internal policies and procedures.
- Collaborated with management to assess staff development needs and created customized training materials accordingly.
- Developed innovative role-play scenarios to simulate real-life customer interactions, enhancing problem-solving abilities among trainees.
- Created a positive learning environment by fostering open communication and constructive feedback during training sessions.
- Identified areas of improvement in employee performance and provided targeted coaching to address specific needs.
Customer Service Manager
Synchrony
01.2017 - 01.2020
- Consistently meet in Quality metrics, Service Customer Data, Communicate company policy, Grow company sales and retention, Process Account Applications,
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
Education
Associate of Science - Business Marketing
York Technical College
Rock Hill, SC08.2012
Skills
- Efficient and Detail-Oriented
- Interpersonal Communication
- Project planning and Development
- Strategic Planning
- Client Relations
- Customer Account Management
- Sales management
- Time Management
- Persuasive Negotiation
- Compliance Reporting
- Employee Orientation
- High EQ
- Account Management
- Training and mentoring
- Onboarding and Orientation
Accomplishments
- Operational Excellence Award. 2018
- Customer Service Champion. 2018-2019
- Operational Excellence Award. 2019
- Conference Panel Key Note Speaker. 2019
- Exceeded monthly quota 4 time. 2022
- Top Salesmen 2022 Mastercard Product
Timeline
Customer Success Manager
Wells Fargo
02.2023 - Current
Senior Sales Account Manager
AvidXchange
02.2022 - 11.2022
Insurance Agent
Progressive Insurance
07.2021 - 10.2021
Accounting
Harris Teeter
01.2021 - 07.2021
Neo Training Coordinator
Synchrony
01.2018 - 01.2020
Customer Service Manager
Synchrony
01.2017 - 01.2020
Associate of Science - Business Marketing
York Technical College
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