Victor Monroy
Orem,UT
Summary
I am a dedicated Customer Success Manager with a proven track record of managing multiple accounts and providing excellent client service. I excel in building and maintaining strong relationships with both new and existing clients. My collaborative approach has helped me develop strong relationships with co-workers and clients, contributing to our shared success.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
National Processing
Orem, Utah
07.2023 - Current
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Overcame customer objectives by showcasing product features and benefits.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Successfully organized tasks based on customer requirements, ensuring timely completion of projects in a high-pressure work environment.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Created reports outlining customer usage and retention metrics.
- Managed customer inquiries and complaints in a professional manner.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Customer Success Manager
Nexio
Orem, UT
09.2021 - 07.2023
- Analyzed client data and identified areas of improvement in their collaboration processes.
- Advised management on changes needed in order to improve overall client satisfaction levels.
- Engaged customers through interviews to define product vision, features, and releases.
- Hosted daily status calls and weekly meetings with clients to promote client satisfaction and keep all parties on the same page in a quickly changing environment
- Tailored customer relationships by determining expected needs & finding correct solutions.
- Reached out to accounts regularly to check on needs, understanding business operations & offer services.
- Liaised between multiple business divisions to improve
- Identified areas of opportunity for upselling services or products to existing customers.
- Generated reports detailing progress against goals set by client.
Business Account Manager
T-mobile/Sprint
Orem, Utah
05.2018 - 09.2021
- Visited Business to sell Sprint/T-mobile services.
- Met with customers to discuss & ascertain needs, tailor solutions & close deals.
- Built client relationships by responding to inquiries, identifying & assessing clients' needs, resolving problems & following up with potential & existing clients.
- Scheduled & attended meetings with clients & prospective clients as requested.
- Created customer support strategies to increase customer retention.
- Made customers aware of current and new programs and services.
Education
Some College (No Degree) -
Utah Valley University
Orem, UTSkills
- Customer Account Management
- Client Relations
- CRM Software
- Payment Processing
- Salesforce
- Quality Assurance
- Product Knowledge
- Best Practices
Accomplishments
- Customer Success Manager of the year 2022 (Nexio)
- Dedicated Employee of the Year 2022 (Nexio)
- Employee of the month 2023 (National Processing)
- Trainer - in - Action 2024 (National Processing)
Reference
- James Whitmore - Previous Manager - Phone: 801-885-9686
- Austin Muhlhaser - Previous Manager - Phone: 949-330-0094
- Esteban French - Co-Manager at Vasa - Phone: 530-682-2568
Timeline
Customer Support Specialist
National Processing
07.2023 - Current
Customer Success Manager
Nexio
09.2021 - 07.2023
Business Account Manager
T-mobile/Sprint
05.2018 - 09.2021
Some College (No Degree) -
Utah Valley University
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