Zoie Petronzo
Charleston,SC
Summary
Detail-oriented Onboarding and Project Management professional with a strong background in client account coordination and cross-functional project execution. Proven ability to manage client relationships from initial onboarding through successful deployment. Experienced in coordinating with internal teams to ensure timely, in-scope project delivery and seamless client handoffs. Known for bridging the gap between client needs and technical execution, with a passion for process improvement and scalable solutions.
Overview
6
6
years of professional experience
Work History
ONBOARDING AND IMPLEMENTATION MANAGER
ISOFY
09.2025 - Current
- Own the end-to-end client onboarding journey from kickoff through successful deployment, ensuring a seamless and high-quality experience.
- Develop customized onboarding and implementation plans aligned with client goals, business objectives, and technical requirements.
- Deliver engaging product training sessions tailored to both technical and non-technical stakeholders.
- Serve as the primary client advocate within the organization, championing customer needs and driving internal alignment.
- Coordinate cross-functional teams—including Network Services, Product, and Support—to deliver deployments on time and within scope.
- Monitor project timelines, escalate risks, and ensure site readiness for installations and circuit delivery.
- Build and maintain strong client relationships through proactive communication, transparency, and trust-building.
- Define and refine best practices for client handoff to the Account Management team to support long-term client success.
- Continuously improve onboarding playbooks, templates, and internal processes to enhance efficiency and client satisfaction.
ACCOUNT COORDINATOR
ISOFY
06.2024 - 09.2025
- Reviewed and aligned with Account Manager responsibilities, KPIs, and success metrics to drive client satisfaction and internal efficiency.
- Collaborated closely with Sales to generate accurate client proposals and estimates based on strategic direction.
- Lead project management efforts for client installs and transitions, ensuring readiness across isofy and client stakeholders.
- Collaborate cross-functionally to ensure all technical and client inquiries are addressed during the project lifecycle.
- Served as the primary point of contact and escalation for weekend install updates and urgent client concerns.
- Maintained and nurtured long-term client relationships.
- Advocated for client needs within internal teams, sharing feedback and ensuring continuous improvement.
- Identified and mitigated emerging client issues; escalated as appropriate to preserve account satisfaction and retention.
- Analyzed support ticket trends to proactively prevent issues and drive improvements across teams.
- Demonstrated action-oriented problem solving with strong verbal and written communication.
- Effectively communicated complex topics including VoIP, platform features, security, compliance, integrations, and billing to clients.
CUSTOMER SUCCESS AND INSIDE SALES REPRESENTATIVE
THE NORDIC WAVE
10.2023 - 03.2024
- Acted as the primary point of contact for customer inquiries and concerns, including live chat, managing all communication exclusively through Gorgias platform.
- Efficiently relayed relevant information and updates to the company, ensuring smooth operations and customer satisfaction.
- Generated sales revenue through effective telephone communication and persuasive selling techniques.
- Provided effective technical troubleshooting support by diagnosing and resolving issues promptly to ensure optimal functionality and customer satisfaction.
- Coordinated shipments and processed orders, ensuring timely delivery of products to customers.
- Utilized ShipStation and Shopify platforms to manage shipping logistics and track orders.
- Collaborated with shipping companies for efficient transportation and logistics solutions.
- Identified and resolved product issues through effective troubleshooting methods, ensuring customer satisfaction and retention.
- Facilitated dispatch of local technicians to customers' homes for product installations or repairs.
- Collaborated with external companies to design custom decals for products, enhancing branding and product aesthetics.
ECOMMERCE FULFILLMENT ASSISTANT
HAMPDEN CLOTHING
07.2022 - 09.2023
- Responsible for the fulfillment of all online purchases of luxury clothing using Shopify and Harper's Bazaar’s Online Forum.
- Served as an initial point of contact for all online customer inquiries regarding item knowledge, order tracking and delivery status.
- Oversaw all shipments being sent out, facilitated communication with shipping companies when needed.
- Interacted with an inventory management system to maintain accurate product location information and inventory integrity.
- Attention to detail and taking proper care when gathering ordered items to send to the distribution center.
- Strong understanding of high-end retail and the ecommerce ecosystem, drivers, and trends.
- Fulfilled an average of $500k per month of product.
RETAIL SALES MANAGER
NATIVE LLC
04.2021 - 07.2022
- Lead profit-generating operations through innovative merchandising, pricing and discounting, and focus on continuous product turnover.
- Assisted customers in selecting merchandise, answering questions, and quickly resolving concerns.
- Participated in ongoing training of new procedures.
- Coached and mentored new associates in sales strategies and internal policies.
HUMAN RESOURCES AND SOCIAL MEDIA MARKETING INTERN
NSTEM
01.2021 - 01.2022
- Human Resources:
- Responsible for recruiting, screening, interviewing and placing members into teams.
- Oversaw team members and ensured they were being challenged, meeting expectations, enjoying their internships and not overwhelmed.
- Prepared interns for assignments by establishing and conducting orientation and training programs.
- Social Media Marketing:
- Researched and created content to publish across several social media platforms.
- Interacted with different users by creating brand awareness, gaining leads/sales, developing a voice for the company.
- Mapped and strategized content, ensuring to cater to target market audiences, and form valuable relationships with customers.
HOSTESS
THE MACINTOSH (The Indigo Road Hospitality Group)
01.2020 - 01.2021
- Greeted and acknowledged guests and seated them to assigned tables or communicated delays and offered additional services such as beverages to keep them occupied while waiting.
- Presented menus, created personal dining experiences, answered questions, and offered information on menu items, beverages, and specials.
- Accepted, organized, and prioritized reservations to ensure restaurant effectiveness and accommodate customers.
- Prepared seating assignments prior to service and presented plan to restaurant during pre-shift meeting.
- Walked through the dining room during service to ensure guest satisfaction and advised servers and bussing staff of specific service needs.
Education
Bachelor of Science - Education
The College of Charleston
Charleston, SC05.2022
Skills
- Client Onboarding & Implementation
- Project Management
- Proposal & Estimate Generation
- Cross-Functional Team Collaboration
- Organization & Detail-Orientation
- Conflict Resolution
- Process Improvement & Optimization
- Product Training & Enablement
- Technical & Non-Technical Communication
- Customer Success Strategy
- Change Management
- Time Management & Prioritization
- Data-Driven Decision Making
- QuickBooks
- Mondaycom
- Adobe
- Freshdesk
- CRM Systems
- Google Suite
- VoIP Platforms
Affiliations
- Tri Delta Sorority – 2018 - Present
- House Manager (2019 - 2020)
Timeline
ONBOARDING AND IMPLEMENTATION MANAGER
ISOFY
09.2025 - Current
ACCOUNT COORDINATOR
ISOFY
06.2024 - 09.2025
CUSTOMER SUCCESS AND INSIDE SALES REPRESENTATIVE
THE NORDIC WAVE
10.2023 - 03.2024
ECOMMERCE FULFILLMENT ASSISTANT
HAMPDEN CLOTHING
07.2022 - 09.2023
RETAIL SALES MANAGER
NATIVE LLC
04.2021 - 07.2022
HUMAN RESOURCES AND SOCIAL MEDIA MARKETING INTERN
NSTEM
01.2021 - 01.2022
HOSTESS
THE MACINTOSH (The Indigo Road Hospitality Group)
01.2020 - 01.2021
Bachelor of Science - Education
The College of Charleston
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