Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
Women of Customer SuccessMember
Aug. 2024Las Vegas Metropolitan Areawww.womenofcustomersuccess.com
VerizonCustomer Success Manager ► Account Management | Client Retention | Sales | Training
Aug. 2014 - Apr. 2024Maryland, United StatesAt Verizon, I cultivated internal and external client relationships to ensure satisfaction, retention, and growth for $3M book of business of 190+ new and existing state and federal agency accounts in NC. In this role, I trained and mentored new staff, audited accounts to guarantee contract compliance, and
consulted with clients on data analysis, industry education, and account performance. I made recommendations for corrective action plans to improve performance and influence the decision-making process. I also served as the primary point of contact for client engagement and consultation. Customer Satisfaction & Retention / Loyalty
► Earned 4.5-star rating (NPS score) and 10% rise in customer retention after resolving customer issue and nurturing ongoing relationship.
► Increased customer satisfaction 10% by collaborating with internal and external support teams to
streamline workflows and enhance customer experience.
► Boosted revenue 7% and reduced client churn rate 2% within 6 months by establishing custom
reporting tools. Revenue Growth
► Elevated sales performance 5% by developing and implementing digital-first training.
► Grew account value 3% by utilizing Salesforce forecasting to discover new opportunities within
high-revenue accounts. Continuous Improvement
► Reduced licensing and digital credentialing costs $140 per month and boosted productivity 21%
after introducing automated ordering processes.
► Shortened project completion time 7 days on average by guided seamless transition of
stakeholders' projects from development to delivery.
► Identified client account risks by conducting operational assessments for customer requests, issues,
and strategic plans. Issue Resolution
► Improved state and local government compliance levels 14% after discovering and resolving
compliance issues during quarterly audits.
► Upgraded issue resolution efficiency 14% by partnering with cross-functional teams to resolve
complex customer account escalations.
Intch is a Professional Networking App for the Future of WorkSee more people like Courtney on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
392444 people
16
Program Manager @ DISH Network
15
Human Resources @ UB Greensfelder
15
Principal Consultant @ Marketing Endeavors Strategic Consulting
68760 people
15
Data Analyst
42
Senior Mining Engineer @ Riot blockchain
41
Financial consultant @ Standard capital corporation