Lesli Cunningham

Dynamic Senior Customer Success Associate with a proven track record of cultivating strategic relationships and delivering customized solutions that drive client retention and revenue growth. Expertise in consultative sales methodologies ensures regulatory compliance across high-priority accounts while enhancing overall client satisfaction. Successfully led onboarding initiatives that promoted knowledge transfer among team members, fostering a collaborative environment.

Consistently recognized for surpassing response benchmarks and key performance indicators, demonstrating a commitment to efficient problem resolution and exceptional customer service.

SENIOR CUSTOMER SUCCESS ASSOCIATE - WOLTERS KLUWER

(2021-09 - 2025-10)

Cultivated and maintained strategic relationships with a diverse client portfolio, including top-tier law firms and SMBs, delivering impactful legal and compliance solutions. Orchestrated cross-functional project execution, managing client requests via Salesforce CRM (over 15 cases per day) to ensure timely, high-quality service. Oversaw compliance operations for high-priority accounts, ensuring regulatory alignment and risk mitigation.

Applied consultative sales methodologies to identify client needs, enhancing retention and boosting revenue by 20%.

• Drove onboarding and training for new team members by developing lesson plans and identifying knowledge gaps in our internal databases to have corrected, ensuring seamless knowledge transfer.
• Exceeded benchmarks for response time with 99%, upsell rates, and accuracy in invoicing with over 98%, thus leading to being the top achiever on my team.
• Collaborated with sales reps and other internal departments to confirm details and respond to inquiries promptly.
• Spearheaded the creation of a centralized OneNote knowledge hub, streamlining information access and boosting team accuracy by 2% quarterly.
• Coordinated product demonstrations for prospective customers showcasing functionality and value proposition resulting in increased sales leads.
• Delivered high-quality training sessions for clients on product usage and functionality, increasing user adoption rates.

CUSTOMER SERVICE REPRESENTATIVE - CALL CENTER/OPTUM

(2018-12 - 2021-09)

Handled 50-70 inbound calls daily, providing tailored support and resolving complex inquiries. Documented interactions in NAVIGATOR for effective care coordination and case tracking. Acted as a Subject Matter Expert, mentoring colleagues and executing advanced claim overrides. Processed prescriptions through ORACLE, ensuring accuracy and compliance with healthcare regulations such as HIPAA/PHI.

• Enhanced customer satisfaction through efficient problem resolution.
• Improved team performance by mentoring and guiding peers.
• Streamlined order processing, meeting regulatory requirements.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes

Bachelor of the Arts - Communication Studies - California State University, Long Beach