Extensive experience in client relations, customer service, business development, and on-boarding of enterprise class customers. Accountable for overall customer satisfaction with customers spanning the globe. Proactively reach out to clients to inform, teach, coordinate, plan and provide ongoing support. Excellent computer and communication skills.
Highly focused and results-oriented in supporting complex, deadline-driven operations; able to identify goals and priorities and resolve issues in initial stages.
Effective in creating a positive relationship with customers and ensuring the interaction the customer has is an efficient and satisfying experience.
Adept at developing and maintaining detailed administrative and procedural processes that reduce redundancy, improve accuracy and efficiency, and achieve organizational objectives.
Effective problem solver
Process improvement specialist
Exceptional interpersonal communication
Effective workflow management
Articulate and well-spoken
Excellent planner and coordinator
Customer Success ManagerViewpath - Bellevue, Washington06/2011 - Current
Providing excellent customer experience to clients at all levels Ensure clients' overall satisfaction by actively nurturing key relationships Demonstrate and train on features and functionality with both new and existing customers Setup, implementation and maintenance of Zendesk support ticketing system and help forums Setup and customization of Salesforce CRM Implementation of Viewpath into all levels of organizations, specializing in enterprise-class JIRA Database management for creation, assignment and tracking of bugs, improvements and new features Testing of development builds for User Experience Development of video scripts for both marketing and help videos.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Cross-trained and backed up other customer service managers.
Promptly responded to inquiries and requests from prospective customers.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Strong leader of customer support staff.
Trained staff on operating procedures and company services.
Directed day-to-day office operations, provided fundamental support to the legal team Maintained accounts payable/receivable; prepared professional service billings and bank deposits Reviewed employment applications and conducted interviews of prospective employees Implemented more efficient off-site storage and purchased office supplies and equipment Oversight of complete office renovation, including expansion, painting, carpeting, etc.
and implementation of new cabling system for more efficient computer access as well as implementing on-line presence.
Transcribed legal documents and phone conversations.
Conducted daily accounting on all finances, deposits and safe.
Supported a team of [Number] attorneys in [Type of Law] law.
Screened telephone calls and forwarded them to the appropriate departments.