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Work Background
UpsieConsumer Relations Specialist
Apr. 2021 - Jan. 2023Remote● Offered high-quality support by engaging potential customers across various channels, including outbound calls, inbound calls, and scheduled appointments, achieving a first call resolution rate. ● Drove operational service excellence and improved customer partnerships by executing premier service delivery. ● Maintained and reviewed warranty payments and schedules by performing audits, including verifying the accuracy of warranty information and warranty status to ensure compliance with applicable regulations and codes. ● Remained abreast of changes in the insurance industry and other external conditions impacting clients by anticipating future needs for the established client to renew and upgrade accounts as they protect their products. ● Engaged with the Product and Accounting Department to appropriately determine action plans, facilitating replacement efforts/coverage discrepancies. ● Provided technical assistance, instruction, and consultation to clients to resolve specific problems, accelerate claims, and create a better customer experience. ● De-escalated clients’ complex issues by conferring with dealers, consumers, and internal partners across phone, email, and mail, promoting issue resolution and customer retention. ● Collected and analyzed customer feedback to guide the continuous improvement of customer care services.
CiscoCustomer Success Manager
Feb. 2014 - Apr. 2019Greater Atlanta Area● Monitored multiple queues for case retrieval and call routing for a 365 x 24 x 7 support model, promptly resolving customer cases. ● Served as a Subject Matter Expert for video processes and routing protocols based on service level agreements/contracts, reducing customer support calls/inquiries by 65%+. ● Created and resolved technical support case management requests, achieving an 85% success rate. ● Liaised with cross-functional teams for expansion and opportunities for contract renewal, increasing customer retention by 75%. ● Processed RMA’s, notified customers of delays, managed communication across different teams, followed protocol against service level agreements, and reduced wait time by 80%. ● Tracked accounts to identify possibilities for churn and worked proactively to eliminate that risk with the account teams. ● Maintained a deep understanding of the products and spoke with customers about the most relevant features/functionality for their specific business needs. ● Partnered with the sales and marketing team to develop strategies that generated sales of new services and identified up-sell and cross-sell opportunities for more significant deals. ● Cultivated and maintained client relationships, resulting in continued spending and new business.
Cbeyond - now a Birch CompanyCustomer Success - Project
Apr. 2013 - Aug. 2013Atlanta, Georgia, United States● Liaised between sales, customers, and installers-scheduled installation and service appointments, providing strategic guidance and expertise. ● Oversaw new installations by verifying that technicians adhered to specific installation guidelines, customer satisfaction surveys, and re-dispatching techs to unsatisfied jobs, maintaining customer retention and referrals at 85%. ● Escalated and coordinated point for high-profile and critical issues, reducing wait time by 75%. ● Oversaw scheduling, missed appointments, and unresolved issues, achieving a 95% resolution success rate, leading to exceeding quotas.
The Coca-Cola CompanyClient Support Project + Account Coordinator
Sep. 2007 - Apr. 2012Greater Atlanta Area● Grew the company by executing large-scale projects for 20+ chain restaurants across five sales regions. ● Orchestrated communication across contractors, owners, sales, and customers to execute project plans on schedule, maximizing efficiency throughout each phase. ● Oversaw scheduling service calls based on sales platforms by acting as the point of contact for all customer issues, support, and resolution, resulting in a 35% improvement in project quality and schedule. ● Offered in-depth analysis and daily reports to the management team on trends and implemented changes as necessary, resulting in timely project completion. ● Maintained the accuracy and completeness of the information requested by gathering all supporting and filing on time following corporate standards to evaluate progress and process capability, facilitating a continuous improvement approach.
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