Customer Success and Operations SpecialistCustomer Success and Operations Specialist

Key Achievements:

Supported customer success and operational processes within a cloud-based B2B SaaS/contact center environment. Used Salesforce to support customer and sales operations, including reviewing and processing Opportunity requests and maintaining accurate CRM information. Investigated operational and system-related issues by gathering incident details, validating information, documenting findings, and supporting root cause analysis. Coordinated with cross-functional teams regarding customer requests, operational issues, system changes, maintenance activities, and service updates. Maintained and validated customer information to ensure accurate CRM and operational records. Assisted with incident and post-incident activities by documenting issues, findings, actions taken, and follow-up requirements. Supported software releases, patches, feature enablements, and scheduled maintenance activities. Distributed service outage notifications and maintenance advisories to customers and internal stakeholders. Contributed to process improvement and operational excellence through issue documentation, coordination, and standardized workflows.

Key Achievements:

Managed approximately 80–100 emails daily, monitoring incoming messages, prioritizing appointment-related requests, responding to customer inquiries, and coordinating necessary follow-ups. Coordinated 30–40 appointments daily across 3–4 sales advisors, ensuring accurate scheduling, confirmations, and calendar management. Monitored advisor availability and proactively resolved scheduling conflicts, double-bookings, cancellations, and last-minute changes. Maintained accurate customer records, appointment statuses, advisor assignments, and follow-up activities in HubSpot. Coordinated with sales advisors and internal teams to resolve scheduling concerns and maintain a monthly missed-by-closer rate below 2%. Assisted customers with Zoom meeting access and basic technical issues to ensure appointment readiness. Developed SOPs for email follow-ups, appointment confirmations, cancellations, rescheduling, and no-show management. Conducted outbound calls to prospects, qualified leads, handled objections, and scheduled appointments with sales advisors/closers.