Raleigh, North Carolina, United States
There is an expression…it’s not personal, it’s just business. But when it comes to the customer journey, the path of purchase, is this really the case? Shouldn’t the journey be memorable and exceptional? Don’t we want them coming back for more? As a Customer Success Manager, I adopt an end-to-end, holistic approach to shaping the customer experience and delivering the best possible outcomes. It is essential that team performance aligns with customer expectations as well as organizational goals, without compromise. The scope of my background includes a wide variety of service-focused roles where I have crafted strategic plans, trained and mentored team members, implemented workflows and elevated team performance. Here are some examples of how I have built cultures of accountability and achieved quality and performance goals throughout my career: • Generated $500K over target margins and achieved a 95% customer retention rate at MindBodyGreen (MBG). • Revamped MBG’s customer-facing workflows to de-escalate concerns and reduce deliverable timeframes by 35%. • Scaled best practices and tracked performance metrics to ensure a seamless customer experience at Apple. • Consistently achieved Edgewood property leasing and sales objectives to become a top producing agent. • Obtained two bachelor's degrees, launched a start-up company and volunteered with Raleigh City Farm. People, products and systems should be organized around customer-centric solutions. This involves integrating efforts across business functions and up and down the organizational chart. Working collaboratively and cross-functionally, my superpower is developing scalable success plans and delivering measurable customer results. I don’t know about you, but I want my experience with a business to feel personal. I want to know that the company is being honest with me about my purchase and that they are going to deliver on promises. Trust, honesty, integrity, quality, commitment…don’t these apply to both the personal and the business? As an advocate for best practices in customer experience, I welcome connecting with you. If you’re interested in learning more about my background and qualifications, feel free to contact me at [email protected].
Orchestrate customer engagement and success strategies for this direct-to-consumer subscription-based snack box company. Direct hiring and training of 7-member team within a collaborative and accountable work environment. Designed role development plans and provided coaching to drive performance and engagement. • Website & E-Commerce Management: Spearheaded website updates and product uploads using WordPress and WooCommerce, ensuring seamless navigation and functionality. Collaborated with IT and development teams to implement automation and optimize user experience. • Social Media & Community Engagement: Managed social media platforms to cultivate an interactive and vibrant community. Responded to direct messages, moderated content, hosted giveaways, and gathered valuable customer feedback. Partnered with marketing to execute influencer campaigns and enhance brand visibility. • Operational & Post-Order Support: Collaborated with fulfillment teams to address trends and streamline post-order support processes, including financial dispute resolution via Braintree. Analyzed customer data to identify trends and drive continuous improvement.
At MindBodyGreen, a wellness company with 500K subscribers and 3M followers, I established new service standards for both the customer service and social media departments. In this role, I directed a team of 10 call center professionals, conducted collaborative meetings with marketing and E-commerce departments, and consulted with the warehouse team to ensure fulfillment and compliance requirements were met. Key Achievements: • Surpassed sales growth targets by $500K within six months, achieving a 95% customer retention rate. • Streamlined customer-facing workflows, reducing deliverable timeframes by 35% and de-escalating customer concerns effectively. • Spearheaded successful launch programs, developing calendars, setting timelines, and piloting new products. Worked closely with DSEA and FDA regulations with launches of new supplement lines. Worked along side the VP of Scientific Affairs and documents adverse events and studies proving supplements effectiveness.
As a Senior Customer Service Specialist at Apple, I devised and executed a customer experience strategy to enhance the productivity and effectiveness of a high-volume inbound call center. I managed and trained a team of five advisors, fostering performance through personalized one-on-ones, regular check-ins, contact evaluations, and constructive feedback within a structured coaching framework. Key Contributions: • Educated customers on product setup, features, customization options, accessibility features, and applications. • Utilized technology to build team cohesion, establish rapport, and maintain open lines of communication. • Implemented and scaled best practices while monitoring performance metrics to ensure a seamless customer journey.