Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tutonda diakanamua

Lead Client Success Specialist
Houston

Summary

Account Manager with 5+ years of B2B/B2C experience driving revenue, retention, and efficiency. Delivered 25% sales growth, 15% profit increase, and streamlined operations by 33%. Skilled in full-cycle sales, CRM pipeline management, and managing 100+ client relationships with a focus on service excellence.

Overview

9
9
years of professional experience
1
1
Language

Work History

Lead Customer Success Specialist

Infinity Software
02.2023 - Current
  • Managed a portfolio of 150+ accounts, driving customer satisfaction and retention rates of over 80%.
  • Conducted over 80 inbound and outbound calls daily to address customer inquiries and resolve issues.
  • Provided onboarding support for new customers, ensuring a smooth transition and understanding of software features and functionalities.
  • Conducted regular check-ins with clients to assess satisfaction levels and identify opportunities for additional support or training.
  • Cultivated a high-performing team of 8 Customer Success Associates, achieving a 80% team retention rate and a 40% increase in upsell success

Relationship Banker

Wells Fargo
01.2021 - 10.2022
  • Holistically responsible for complete sales cycle including opportunity identification, pipeline building, sales when building a book of business for qualified clients utilizing CRM tools such as Salesforce
  • Frequently consult with clients regarding their financial-wellness in borrowing solutions, mortgage lending, debt consolidation, account openings, transactions, to improve bottom-line profitability by 30% generating business and increasing sales by 50% resulting in top 10% of performers in the Georgia-Alabama market
  • Event Sales, partnering up with organizations and institutions for events on behalf of Wells Fargo to prospect business clients/accounts
  • Develop and maintain strong relationships with 75+ accounts for business and consumer clients to ensure service is outstanding as well as taking preventative measures, identifying needs, and offering sales solutions, cross-sell to other partners in Wells Fargo such as Wealth Management, Financial Advising Services, Mortgage Loans, etc.

Assistant Store Manager

Log House Craft Gallery
08.2016 - 12.2017
  • Value-selling through better negotiation and meeting factory expectations at a profit, managing procurement and supplies, making 40+ daily cold dials B2B to add on more suppliers/partners to attract and increase customer base resulting revenue by 42% (APO, Prices, Value added service and special projects)
  • Led routine team activities, including liaisons and preparations for conferences, workshops, and demos for staff to promote collaboration and better business workflow thus streamlining operations and increasing efficiencies by 33%

Education

Bachelor of Science - Biology

Berea College
Berea, United States
05.2001 -

Skills

  • Lead generation
  • Proficient in CRM technology
  • B2B sales expertise
  • Active listening
  • Strategic problem-solving
  • Strong verbal & written communication

Timeline

Lead Customer Success Specialist

Infinity Software
02.2023 - Current

Relationship Banker

Wells Fargo
01.2021 - 10.2022

Assistant Store Manager

Log House Craft Gallery
08.2016 - 12.2017

Bachelor of Science - Biology

Berea College
05.2001 -

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