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Click here or scroll down to respond to this candidate3076 HAZELWOOD DRIVE S.W., ATLANTA, GEORGIA 30311, ATLANTA,USA, Street Address EMAIL AVAILABLE PHONE NUMBER AVAILABLE ANTAEUS PHELPSCustomer Success ExecutivePROFESSIONAL SUMMARYCustomer Success Executive with over 16 years of experience in enhancing client satisfaction and financial health. Expertise in Salesforce, project management, and problem-solving, with a proven track record of implementing data-driven solutions and optimizing processes. Dedicated to delivering measurable results and fostering long-term client relationships.EMPLOYMENT HISTORYCLIENT SUCCESS SPECIALIST Feb 2024 - Apr 2024Beyond FinanceHELP DESK TECHNICIAN Feb 2022 - Oct 2023ProLogic ITS Atlanta Metropolitan AreaCUSTOMER SUCCESS RETENTION SUPERVISOR Feb 2017 - Feb 2022 NCR Corporation (NCR Silver) Atlanta Hired full-time by NCR after contractor position and held progressively responsible roles during tenure at NCR, starting as a Tier II Support Representative. As Retention Manager, led a team of 11 who responded to merchant inquiries regarding cancellation of services. Responsible for identifying key training initiatives to enhance product knowledge, competitor knowledge, sales skills, and sales skills for save teams and working to standardize best practices, KPI's, and identify gaps in support of the team. Promoted to Customer Success lead, then manager to co-manage two call centers with 30 employees in Atlanta and 30 off-shore in Serbia who handled billing, technical and retention questions. Coach and develop staff, with an emphasis on developing their project management and customer success fundamentals. Used Net Promoter Score feedback (80+) to strategize how to better service clients. Exercise independent judgment and analysis in determining the best method(s) to resolve issues and ensure customer loyalty and satisfaction. Focus on retaining business customers through active listening, empathy, and assuming ownership of customer issues through to resolution.Enhanced client financial strategies, boosting client financial health by 15% Streamlined client onboarding processes with cross-functional teams, reducing time by 20% Developed personalized financial solutions, improving client satisfaction Collaborated with teams to optimize processes, achieving measurable results Implemented client-focused strategies, enhancing overall financial outcomes Pioneered data-driven financial wellness strategies, significantly enhancing client outcomes and fostering long-term financial stability.Synergized with diverse teams to refine client journey, markedly reducing onboarding complexity and boosting overall satisfaction rates.Implemented targeted financial solutions, driving substantial improvements in client financial health metrics and retention rates.Streamlined IT support processes, boosting efficiency by 25% through automated ticketing systems. Managed complex networking protocols, reducing system downtime by 30%. Trained new employees, enhancing team skills and cutting training time by 15%. Oversaw 15,000 accounts from Partner, Direct, and Franchise, increasing the saves versus the deactivated. Developed Salesforce tools, reports, and accounting processes to track retention operation activities and sales. Achieved 80% retention rates and higher. Consistently recognized as a Top Performer and recipient of numerous acknowledgments locally and internationally.POINT OF SALE (POS) TECHNICIAN Dec 2015 - Feb 2017 NCR Corporation (ALOHA) Atlanta, Georgia Trained customers on all aspects of POS systems and registers prior to restaurant or retail company opening. Configured Aloha POS printers to operate with terminals via serial/network interfaces. Provided troubleshooting assistance and upper-level support for other technicians. Programmed/Managed Aloha POS Quick Service. Programmed/Managed Aloha POS Table Service.ASSISTANT MANAGER Jan 2010 - Dec 2015Walgreens Developed a loyal customer base and increased sales volume through personal attention to customers. Entrusted to oversee large projects such as construction and effectively make executive decisions within my expertise. Trained, supervised, and evaluated staff, enabling them to improve skills and achieve daily objectives. Responsible for overall supervision, training, mentoring, and appraisal of ten sales associates. Provided utmost professionalism and integrity in regards to customer service and leadership of team members. Developed a loyal customer base and increased sales volume through personal attention to customers. Opened and closed store, handled customer service issues, and oversaw cash control. MOBILITY OPERATION ANALYST Aug 2024State Road & Tollway AuthorityEDUCATIONPURSUING B.S. IN CYBERSECURITY AND INSURANCE Present Western Governors UniversityB.A. COMPUTER ENGINEERING Aug 2015 - May 2019DeVry University Decatur, GeorgiaB.A. MEDIA ARTS AND ANIMATION Nov 2007Art Institute of Atlanta Decatur, GeorgiaCOURSESCUSTOMER SUCCESS MANAGEMENT FUNDAMENTALS Feb 2021UdemyCUSTOMER SUCCESS CROSS FUNCTIONAL RELATIONSHIP Jan 2022 UdemyCUSTOMER SUCCESS 101 Feb 2022UdemyAddress complex customer inquiries via phone, email, and automated systems, ensuring first-contact resolution.Conduct thorough research on disputes, collaborating with management for effective resolutions. Maintain detailed records of customer interactions, ensuring compliance with data privacy regulations. Stay updated on agency operations, attending regular training to enhance service delivery. Collaborate with management and officials to submit detailed reports, improving support systems. Analyzed complex customer inquiries across multiple channels, resolving issues efficiently and maintaining detailed records while ensuring data privacy compliance. SCRUM MASTER CERTIFIED (SMC) May 2024 - May 2028Scrum AllianceSKILLSTeam Building (Experienced), Detail-Oriented (Experienced), Sales, Marketing, Friendly (Expert), Professional Attitude (Expert), Critical Thinking (Expert), Interpersonal Skills (Expert), Customer Relationship Management (Expert), Problem Solving (Experienced), Customer Satisfaction (Experienced), Conflict Resolution (Expert), Creativity (Experienced), Software Implementation (Expert), Data Entry (Experienced), Records Management, Sales Management, Time Management (Experienced), Energetic Work Attitude (Experienced), Leadership Skills (Experienced), Project Management (Skillful), Problem Resolving (Expert), Organization Skills (Experienced), Customer Handling (Expert), Salesforce (Expert), Scrum Master (Experienced), Agile Framework (Experienced).ADDITIONAL INFORMATIONEXTRACURRICULAR AND VOLUNTEER ACTIVITIES Charity fundraising Coding and IT skills Audio and Video Technician for Breakthrough Christian Ministries Song Writer, Sketch & Digital Artist Vera's Vegan LLC, Personal Chef The School of Thought of AtlantaACCOMPLISHMENTS Managed 19,000 accounts, achieving significant retention improvements and consistently exceeding performance targets. Developed Salesforce tools to streamline retention and sales tracking, increasing operational efficiency by 25%. Achieved and maintained retention rates above 80%, demonstrating a strong focus on client satisfaction and loyalty. Recognized as a "Top Performer" with numerous awards and acknowledgments for exceptional performance and contribution. Implemented customer satisfaction programs, identifying and addressing key areas for improvement, resulting in enhanced overall client satisfaction. CERTIFICATIONS Certified Information Systems Security Professional (CISSP) - In Progress Project Management Professional (PMP) - Expected 2024 LANGUAGESHebrew (Proficient), Arbaic (Novice), Latin (Novice), Greek (Novice). |
