Objective
Customer Success Manager with over 8 years of experience specializing in improving customer relationships, boosting customer retention, and driving customer satisfaction. Equipped with a Level 1 Customer Success Management Certificate from the University of San Francisco, I am eager to leverage my expertise in facilitating superior customer experiences at Snappy Solutions Inc.
Professional Experience
FURNITURE DELIGHT – San Francisco, CA
Customer Success Manager, April 2016–Present
- Manage customer support team of 20, providing 24/7 customer services across all branches
- Resolve customer queries on a daily basis, achieving a 100% customer satisfaction rating
- Settled 100+ customer conflicts, resulting in a 90% return business rate from the customers involved
- Introduced new staff training system in 2021, which increased customer retention rate by 80%
- Established quarterly data analysis system to make data-driven improvements related to customer service quality
JOE LENNIX SHOES – San Francisco, CA
Customer Care, June 2013–March 2016
- Assisted 50+ customers per day, helping the company exceed sales targets by 40%
- Solved customer problems regarding purchases, leading to a 45% reduction in refund requests
- Liaised with couriers to ensure customer’s orders were delivered on time
- Helped train 4 new customer care interns every 3 months
Education
UNIVERSITY OF SAN FRANCISCO – San Francisco, CA
Certified Customer Success Management Level 1
Graduated June 2014
SUFFOLK UNIVERSITY – Boston, MA
Certificate in Customer Insights
Completed June 2013
Additional Skills
- Communication skills
- Conflict resolution
- Relationship building
- Resilience
- Critical thinking
- Delegation
- Multilingual (French, Spanish, and German)
- Customer needs analysis
- Freshdesk