SEARCH

Customer Success Manager Tier II Resume Example

Resume Score: 80%

Love this resume?Build Your Own Now
CUSTOMER SUCCESS MANAGER TIER II
Professional Summary

Focused Phlebotomist offering 20 years of experience and expertise in performing venipuncture on newborn to geriatric patients. Accomplished in quickly building rapport with patients with excellent bedside manner and proficiency in easing patients' anxiety. Committed to maintaining highest standards of safety and quality control.

Skills
  • Exceptional communication and presentation skills
  • KPI Accountability
  • Positive Reinforcement
  • Private and Secure Workspace
  • Customer service
  • Call Center
  • Quality assurance
  • Technical savvy
  • Zendesk
  • Salesforce
  • Self-starter
  • Excellent communication and presentation skills
  • Proficient typing skills
  • Scheduling
  • Advanced project planning skills
  • Expert analytical skills
  • Excellent rapport building
  • Inter-department collaboration
  • Customer Relationship Management Software (CRM)
  • Personnel training and development
  • Microsoft Outlook, Word and Excel
  • Adherence to high customer service standards
  • Effective problem solver
  • Patient Care
  • Infection Control
  • Medical office administration
  • Inpatient care
  • Outpatient care
  • Patient Management
  • HIPAA compliant
Work History
Customer Success Manager Tier II, 01/2017 to Current
Kelly Services – Remote, GA
  • Helped resolve escalated situations and issues.
  • Conducted trainings on new and old products for team members.
  • Monitors calls, chats, and emails to minimize wait times for customers.
  • Serves as facilitator and team leader.
  • Performs quality assurance on work of team members.
  • Skilled in handling challenging communications from a diverse team of customers and senior advisors.
  • Built and maintained strong, long-lasting customer relationships with key stakeholders and Apple executives.
  • Established and tracked Key Performance Indicators (KPIs) for network success based on Apple's best practices and client priorities.
  • Developed relationships with Apple partners and customers.
  • Delivered best practices to phone, chat, and email advisors to promote maximum productivity.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Coached associates on delivering above-and-beyond customer service and experiences through phone, email, live chat, and app.
  • Created status reports and action plans to increase usage, engagement, and strategic capacity.
  • Monitored and evaluated advisor's phone calls, live chats, and email for quality assurance metrics review.
  • Led ongoing support efforts for customers after the onboarding process has concluded such as solving problems, and answering questions.
  • Tracked receipts, employee hours and inventory movements.
Senior Mobile App Developer, 01/2017 to Current
Kinder Partners LLC – Locust Grove, GA
  • Created, coded, and published Kinder Dictionary/Kinder Chat/Kinder Chat Parent.
  • Modified existing Ios & Android software to correct coding errors, upgrade interfaces, and improve overall performance.
Network Manager, 04/2009 to 12/2019
JDH Professional – Locust Grove, GA
  • Directed acquisition, installation and testing of network hardware.
  • Secured and connected private networks at multiple sites across interstate corporate WAN.
  • Managed re-platforming activities to convert desktop application to web-based application.
  • Identified departmental needs and made suggestions regarding technical direction.
  • Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
  • Answered and triaged requests for assistance in order to provide top-notch support.
  • Monitored network hardware operations to evaluate proper configuration.
  • Established, repaired and optimized networks by installing wiring, cabling and devices.
  • Performed network security design and integration duties.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Updated department documentation such as license databases, infrastructure maps and FAQs to maintain consistent response levels.
Certified Phlebotomy Technician, 09/2000 to 11/2015
Washington County Regional Medical Center – Sandersville, GA
  • Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
  • Accurately labeled vacutainer tubes with patient name, date and time of collection.
  • Validated blood and specimen collection orders, alerting nurses or physicians of discrepancies between order and nursing station logs.
  • Spoke with patient to gather information for lab records, reduce fear or anxiety and optimize cooperation.
  • Protected patients by following infection control, sharps disposal and biohazardous waste disposal procedures.
  • Determined donor eligibility by conducting screenings, interviewing prospective donors, and obtaining medical histories.
  • Resolved unusual test orders by contacting physicians, nursing stations or reference laboratories.
  • Maintained exam rooms by ordering supplies, transporting specimens, washing and packing instruments and changing solutions.
  • Assisted with office procedures by monitoring patient flow, performing telephone screening and maintaining sample drug lists.
  • Followed physician orders when administering therapeutic phlebotomy.
  • Organized daily work based on collection priority.
  • Managed multiple priorities using time management and organization skills.
  • Registered applicants for appropriate services and ensured successful completion of those laboratory services.
  • Troubleshooted technical issues related to drug order fulfillment and operations.
  • Performed drug screens during shift to assist doctors and employers with regulations.
  • Facilitated calls, emails, text, and used Salesforce to answer all injuries.
Education
Bachelor of Science: Business, Human Resource Management, 05/2013
University of Phoenix - Tempe, AZ
  • Majored in Business/HR
Certificate: Phlebotomy, 01/2000
Navicent Health Baldwin - Milledgeville, GA
MBA: Business Administration, 05/2016
Kaplan University - Atlanta, GA
Accomplishments
  • 2020 Kapla Leadership Award Recipient
Build Your Own Now

DISCLAIMER

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • Kelly Services
  • Kinder Partners LLC
  • JDH Professional
  • Washington County Regional Medical Center

School Attended

  • University of Phoenix
  • Navicent Health Baldwin
  • Kaplan University

Job Titles Held:

  • Customer Success Manager Tier II
  • Senior Mobile App Developer
  • Network Manager
  • Certified Phlebotomy Technician

Degrees

  • Bachelor of Science : Business, Human Resource Management , 05/2013
    Certificate : Phlebotomy , 01/2000
    MBA : Business Administration , 05/2016

Similar Resumes

View All
Customer-Success-Manager-resume-sample

Customer Success Manager

SPS Commerce

Lakeville, Minnesota