Vaunetta Williams
Conyers,GA
Summary
Results-driven and service-oriented professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
Work History
Customer Engagement and Retention Manager
NAVEX
10.2023 - Current
- Cultivating and nurturing relationships with customers to enhance loyalty
- Developing a deep understanding of customer needs, preferences, and challenges
- Crafting and implementing effective communication strategies to keep customers informed and engaged
- Developing and implementing programs to educate customers on product features, best practices, and new updates
- Developing and implementing strategies to retain customers and reduce churn
- Collaborating with sales, marketing, and customer support teams to align efforts and maintain a consistent customer experience
- Collecting and analyzing customer feedback to understand their satisfaction and identify areas for improvement
- Implementing strategies to address concerns and enhance the overall customer experience
- Encouraging and fostering customer advocacy through testimonials, case studies, or participation in marketing initiatives
- Ensuring that customers have the knowledge and resources to maximize the value of the product or service
- Sharing customer insights to inform product development and marketing strategies
- Creating personalized engagement plans to address the unique needs of different customer segments
- Analyzing data to measure the success of customer engagement initiatives and making data-driven improvements
- Identifying opportunities for upselling or cross-selling based on customer needs and usage patterns
- Collaborating with sales and account management teams to maximize revenue from existing customers.
Customer Support Manager
NAVEX
02.2020 - 10.2023
- Drive the Customer Support Team, including developing training, establishing goals, and assisting in reaching excellence
- Lead weekly team meetings and standups to increase team engagement and cover metrics/weekly objectives
- Consistently mentoring and coaching team members to ensure their metrics are met and they’re moving positively towards their career goals
- Implement customer service dashboards that assist with organization and meeting goals
- Drive consistently high levels of internal/external customer satisfaction
- Consults with internal departments to determine scope and priorities of projects
- Takes lead on work distribution during peak times and workload increases due to volume
- Facilitate and accommodate customer concerns, queries, and issues to be escalated and resolved while quickly responding
- Execute process improvement across Customer Support Operations
- Sustain relationships with customers by collaborating with internal and external resources and third parties for outstanding projects
- Achieved expertise in Learning Management Systems and online training software
- Ensure escalated issues are being worked on by the appropriate teams and assist as needed
- Own the escalations to achieve business objectives, including achieving the target for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines
- Engage with customers to drive operational excellence
- Built relationships and became a trusted partner for other agencies such as Infrastructure, Engineering, Operations, Customer Success, and Sales Leadership to assure company-wide alignment across the business
- Continuously improve customer service excellence.
Senior Customer Support Specialist
NAVEX
04.2019 - 02.2020
- My portfolio expanded to include high-touch clients
- Manage 45-65 customer support cases with a 2.5-hour initial response time and 4.5-hour resolution time
- Diagnose, prioritize and troubleshoot customer issues through resolution
- Develop a complete understanding of customer’s needs and challenges to assist with system configuration changes that meet their expectations
- Consistently educate/train customers on solutions with the goal of helping them achieve their objectives
- Interpret and communicate specialized technical material into information usable by customers
- Establish project tasks, related timelines and update NAVEX’s CRM
- Assist in Subject Matter Expert team training sessions along with mentoring and assisting new hires
- Update internal databases with information about technical issues and useful discussions with customers
- Work with cross-functional teams to ensure customer objectives are met, including customer input communications to product development.
Customer Support Technician
NAVEX
10.2017 - 04.2019
- Accurately and efficiently manage customer support requests via phone, email, and customer portal
- Diagnose, prioritize, and troubleshoot client technical issues with interactive training software, Learning Management System maintenance, and SCORM and AICC file delivery
- Consistently educate and train customers on system maintenance, user management, and reporting
- Interpret and communicate specialized technical material into information usable by customers.
Senior Customer Service Specialist
DHL ECommerce
02.2016 - 09.2017
- Delivered valuable communication and high-quality service for Enterprise customers while handling set-up and implementation of all customer projects and scheduled service programs, including resolutions, operations specifications, pricing maintenance, etc
- Served as the Point of Contact between the Customer Service organization and internal/external customers in providing support, including troubleshooting, investigating, resolving issues, and addressing inquiries such as file processing, inventory levels, etc
- Functioned as the bridge between the customer and Sales organization to ensure the accuracy of requirements for catalog fulfillment
- Managed customer activities such as maintaining the weekly/monthly program startup calendars and conducting Quiknet training
- Analyzed the necessary customer reports regarding volume, pricing, invoicing, and distribution to verify accuracy and validity.
- Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
Education
Bachelor of Science - Criminal Justice
Troy University
Troy, ALSkills
- Microsoft Office
- Salesforce
- SaaS
- Gainsight CRM
- Google Suite
- Communication and Collaboration Tools
- Data Analysis
- Cross functional collaboration
- Customer Education
- Team Leadership
- Project Management
- Strategic Planning
- Workflow Optimization
- Problem Resolution
- Performance Analysis
- Client Service Strategy
Timeline
Customer Engagement and Retention Manager
NAVEX
10.2023 - Current
Customer Support Manager
NAVEX
02.2020 - 10.2023
Senior Customer Support Specialist
NAVEX
04.2019 - 02.2020
Customer Support Technician
NAVEX
10.2017 - 04.2019
Senior Customer Service Specialist
DHL ECommerce
02.2016 - 09.2017
Bachelor of Science - Criminal Justice
Troy University
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