Customer Success Manager
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PROFESSIONAL SUMMARY Driven by a proven track record of enhancing customer satisfaction and retention, I excelled at American Express by leveraging the expertise in customer relationship management and strategic planning. The approach, focused on fostering teamwork and collaboration, resulted in significant client loyalty and operational improvements. Skilled in client service optimization and training, I consistently achieve impactful customer outcomes and business growth.
Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
SKILLS Customer Account Management Customer Relationship Building Customer Retention Client Relations Strategic Planning Customer Relations WORK HISTORY Customer Needs Assessment Client service optimization Training and mentoring Teamwork and Collaboration Customer Relationship Management Onboarding and Orientation January 2023 - Current CSM Specialist, Fortrea Formely Labcorp., Mexico City Resolved customer complaints while prioritizing customer satisfaction and loyalty. Took ownership of customer issues and followed problems through to resolution. Managed team of customer service representatives, fostering positive work environment focused on teamwork and collaboration.
Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Plans that include agreed upon scope, metrics, onboarding and adoption plans and clear timelines that leads to highly impactful customer outcomes Onboarding time to value Customer health and adoption Customer Retention
Training & Certifications
SCRUM Master.
6Sigma Green Belt.
Anti-Money Laundering Officer.
IRS W9 Program.
DOPE Bird 4 Personality Type Test
