Customer Success Leader, People & Culture Activist
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An accomplished executive with extensive experience in customer success, business development, and operations. Analyzes data and solicits customer feedback to address conflicts and concerns. Identifies opportunities for improvement, forms collaborative teams to design and implement solutions, and recognizes team wins. Empowers staff to exceed client expectations and increase both customer satisfaction and net promoter scores to increase retention and growth.
Serves as a collaborative partner and advisor to executive leaders, customers, and internal and external stakeholders. Establishes workplace trust with authenticity and empathy. Accelerates employee retention and employee engagement by executing inspirational leadership, providing clear direction and alignment to goals, and formulating tools to measure success. Additional competencies include:
My background is in sales, operations, and service and leading teams of Customer Success professionals in the Telcom and SaaS industries. My expertise includes thriving in fast paced environment, building trust quickly, identifying and then project managing to address gaps in processes, drive continuous improvement, customer advocacy, and mitigating risk in clients and internal teams. I have also developed and implemented Customer Success metrics to track and measure the health of our clients as well as the impact of my team’s efforts on the overall business.
I am results-oriented, analytical, and collaborative in my approach.
Often described as caring and resourceful, I quickly connect with prospects, clients, and internal teammates at all levels. With a high EQ, I love to change my communication style to match the individual with whom I am speaking and I have a passion personally and professionally for wellness, psychology, curiosity, continuous improvement, and productivity.
In recent years, I have obtained certificates in HR Management, Organizational Development, and Emotional Intelligence. I have taken continuing education courses in Operations Management, Lean, Project Management, Business Coaching, Negotiation, Interpersonal Communications, etc.
I obtained my SHRM-CP from the Society for Human Resources Management and have kept it current
