Jocqueline Martin - Client Success Manager, Real Geeks

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Work Background

Real GeeksClient Success Manager

Dec. 2021Dallas, Texas, United States · Remote• Effectively manage customer relationships throughout the onboarding process, ensuring a positive start to the relationship and driving customer satisfaction. • Successfully onboarded over 200 new clients, achieving a satisfaction rating of 96%. • Developed and executed an engaging and effective onboarding experience, reducing client churn by 15%. • Conducted analysis of the current client onboarding process and made recommendations for improvements, resulting in a satisfaction score increase from 82% to 96%. • Advised new clients on company procedures and policies during the onboarding process, resulting in a decrease in department complaints by 20%. • Collaborated with Client Marketing to launch effective marketing campaigns for clients, resulting in a 10% increase in customer satisfaction.

Charlotte's WebCustomer Success Specialist

Jul. 2019 - Nov. 2021Denver, Colorado, United States · Remote• Proactively engage with customers via phone, email, and chat, answering questions and providing product, service, and shipping information. • Build and maintain strong customer relationships, fostering loyalty and driving repeat business. • Resolve customer concerns by identifying core issues and offering effective solutions, reducing the escalation rate. • Maintain detailed records of actions taken and conversations had, ensuring accurate and timely follow-up. • Analyze customer feedback and report updates to management, ensuring a satisfactory consumer experience. • Contribute to team effort by exploring new ways of collective efficiency while seeking opportunities for self and team improvement. • Spearheaded training and mentoring opportunities for seasoned and oncoming specialists, driving team performance and success.

Bright HorizonsCustomer Success Manager

Jun. 2016 - May. 2019Broomfield, Colorado, United States · Remote• Guide clients with billing, reconciliation, funding requirements, and any other program concerns they have, ensuring timely and accurate resolution. • Manage incoming calls for the EdAssist Tuition Assistance line of business, entering client application submissions, making academic advising appointments, etc. • Educate clients on Bright Horizons' EdAssist program, policies, and procedures, and help them to understand any client-specific processes, documentation, and timelines. • Complete appointment setting process for academic advising, place outgoing calls to Educational providers for employer tuition payments needs, and open cases as needed. • Aid in training and mentoring opportunities for seasoned and oncoming specialists, driving team performance and success.

PharMericaClient Success Associate

Jul. 2015 - Jun. 2016Longmont, Colorado, United States · On-site• Verify accurate payer sources (Medicaid, Medicare, Insurance Plans, etc.) from facilities for daily/monthly bills. • Reconcile past bills with current information from regular contact with Business Office Managers/Medical Records Department of facilities. • Maintain accurate records of any credits, debits, and/or cancellations of transactions with AS400 (Medical Billing Program).

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