Tylese Ponds
Duncanville,TX
Summary
Dynamic and performance-oriented customer success professional with 2+ years of experience in client engagement and leadership development. Proven track record of successfully managing customer relations with innovative strategies and advanced technologies.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
Maplewood Marketing
02.2023 - 01.2024
- Managed a team of 7 to generate $3.3M quarterly in lifetime value through direct customer relations.
- Organized training sessions for new employees resulting in a 30% increase in customer reviews leading to a 13% revenue increase.
- Director of communication for recruiting resolving 20-30 concerns of potential prospects daily.
Customer Success Specialist
Newbern Excel
11.2022 - 02.2023
- Interacted with an average of 70 individuals daily to improve and develop customer satisfaction rates resulting in 25 new customers weekly.
- Generated $195k quarterly by building relationships, meeting needs, and resolving conflicts with customers.
- Collaborated with the CEO to develop customer retention strategies which resulted in a 24% increase in the retention rate.
Customer Success Agent (Remote)
Symmetry Financial Group
07.2022 - 10.2022
- Conducted 50 outbound calls daily to build positive relationships with customers.
- Scheduled appointments with prospects to discuss current needs and future expectations via Zoom.
- Attended daily and weekly meetings with regional managers to improve communication with customers.
Education
High School Diploma -
Duncanville High School
Duncanville, TX05.2022
Skills
- Salesforce proficiency
- CRM Software
- Applicant Stream proficiency
- Team training and development
- Client onboarding
- Customer retention
- Effective communication
- Performance Tracking and Evaluation
Certification
Insurance License
Timeline
Senior Customer Success Manager
Maplewood Marketing
02.2023 - 01.2024
Customer Success Specialist
Newbern Excel
11.2022 - 02.2023
Customer Success Agent (Remote)
Symmetry Financial Group
07.2022 - 10.2022
High School Diploma -
Duncanville High School
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