Client Success ManagerClient Success Manager

Key Achievements:

Provided technical support and customer service for internet, cable, mobile, and telecommunications services. Handled inbound calls and chat interactions involving technical, billing, account, and service-related concerns. Diagnosed connectivity, equipment, account, and service issues using established troubleshooting procedures. Guided customers through step-by-step troubleshooting and technical solutions. Educated customers on products, services, features, and available solutions. Handled complex and escalated technical concerns while maintaining professional customer communication. Identified sales and upselling opportunities based on customer needs. Documented customer interactions, troubleshooting steps, resolutions, and account updates in CRM systems. Maintained performance standards across customer satisfaction, quality, productivity, and sales KPIs. Ensured accurate and timely resolution of customer concerns while maintaining a positive customer experience.

Key Achievements:

Managed client relationships and served as the primary point of contact for client concerns, requests, and operational requirements. Led client onboarding activities, including account setup, workflow alignment, process documentation, and coordination of required tools and resources. Monitored Virtual Assistant (VA) performance, productivity, quality, attendance, and overall client satisfaction. Conducted regular client check-ins and provided performance updates, recommendations, and action plans. Identified and resolved client concerns, escalations, performance gaps, and operational issues. Coordinated with internal teams to ensure timely resolution of client and VA-related concerns. Supported VA performance management through coaching, feedback, process clarification, and performance monitoring. Prepared client reports and business updates covering performance, progress, challenges, and recommendations. Identified opportunities to improve workflows, processes, and service delivery to increase efficiency and quality. Supported client retention initiatives by maintaining strong relationships and proactively addressing business needs. Managed multiple client accounts, priorities, deadlines, and follow-ups while maintaining accuracy and responsiveness.

Key Achievements:

Facilitated new-hire and upskilling training programs covering product knowledge, customer service, communication, sales, retention, and operational processes. Delivered training using classroom and virtual learning methodologies to support employee onboarding and development. Provided performance coaching focused on improving KPI, CSAT, NPS, quality, productivity, and customer experience results. Conducted leadership development, behavioral coaching, and performance improvement sessions. Supported employee onboarding by delivering process, product, systems, and customer service training. Conducted quality calibrations and partnered with Operations and Quality teams to identify performance and knowledge gaps. Developed and delivered learning activities designed to improve employee engagement, knowledge retention, and job performance. Supported the development of learning modules, training materials, and LMS-based learning programs. Analyzed performance trends to identify training opportunities and recommend targeted interventions. Collaborated with Operations, Quality, and Leadership teams to improve training effectiveness and operational performance. Provided coaching and reinforcement to employees following training to support knowledge application and sustained performance. Served as a Certified Active Learning Classroom (ALC) Facilitator, applying active learning strategies to improve learner engagement and development.

Key Achievements:

Managed daily customer service operations to achieve performance, productivity, quality, and customer satisfaction targets. Monitored key performance indicators including CSAT, NPS, quality, attendance, productivity, and service levels. Conducted regular coaching sessions, one-on-one meetings, performance reviews, and developmental discussions. Identified performance gaps and implemented coaching plans, corrective actions, and performance improvement plans. Served as a Subject Matter Expert and escalation point for complex customer concerns and operational issues. Handled escalated customer interactions and supported agents in resolving complex or high-impact concerns. Ensured compliance with company policies, procedures, quality standards, and customer service requirements. Conducted quality calibrations and performance reviews to maintain consistent service standards. Supported new-hire onboarding, employee development, cross-training, and continuous learning initiatives. Collaborated with Operations, Quality, Training, and Support teams to resolve operational issues and improve workflows. Prepared and communicated performance reports, business updates, and action plans to management. Implemented employee engagement initiatives to improve team morale, productivity, performance, and retention. Provided leadership and operational support during Supervisor and Manager absences to ensure continuity of operations.

Key Achievements:

Reviewed and processed home warranty claims involving HVAC, plumbing, electrical, and appliance repair services. Evaluated warranty coverage, contract terms, exclusions, eligibility, and service requirements. Verified customer and service history, repair details, estimates, and supporting documentation for claim authorization. Coordinated with customers, technicians, contractors, and service providers to facilitate repairs and service requests. Managed service dispatch, scheduling, claim authorization, billing inquiries, adjustments, and escalations. Reviewed repair estimates and supporting documents to determine appropriate claim coverage and authorization. Communicated claim decisions, coverage information, and service requirements clearly and professionally to customers. Identified discrepancies, coverage limitations, exclusions, and documentation issues requiring resolution. Handled customer escalations and provided appropriate solutions while maintaining service standards. Identified opportunities for upselling, retention, and customer relationship management. Maintained accurate records and documentation of claims, customer interactions, authorizations, and service activities. Followed established policies, procedures, quality standards, and compliance requirements.

Key Achievements:

Provided comprehensive virtual administrative and operational support to business owners and clients. Managed email correspondence, calendar scheduling, appointments, follow-ups, and administrative tasks. Conducted online research, product research, market research, and information gathering. Managed product listings, inventory records, purchasing activities, and order-related processes. Supported e-commerce operations, including product updates, customer inquiries, and order coordination. Provided B2B and B2C customer service and maintained professional client and customer relationships. Performed accounting-related administrative tasks, data entry, records management, and financial documentation. Prepared reports, maintained operational records, and ensured information was accurate and up to date. Coordinated with customers, suppliers, clients, and internal stakeholders through email and other communication channels. Managed multiple priorities and deadlines while maintaining accuracy, timeliness, and quality. Supported business owners with day-to-day administrative and operational requirements. Identified opportunities to improve administrative workflows and processes to increase efficiency.