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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.
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