Contact

Education

937-***-****

Phone

ad28nb@r.postjobfree.com

Email

Dayton, Ohio 45322

Location

Deja Thornton

C u s t o m e r S u c c e s s S p e c i a l i s t

Dedicated and passionate Customer Success Professional with 5+ years experience. With a passion for customer success, a collaborative mindset, and a results- oriented approach, Iam eager to contribute to the growth and satisfaction of a customers dynamic and customer centric organization as a Customer Success Specialist

Experience

Respond to incoming calls, emails, & other communication channels from small business owners seeking information and assistance. Provide accurate & timely responses, demonstrating empathy and professionalism while addressing their needs.

• Identify & assess customer issues, offering suitable solutions, & guiding small business owners through various processes, such as loan applications, grants,& other SBA programs. Utilize available resources & escalate complex issues when necessary. Providing efficient assistance to users, troubleshooting hardware and software issues, maintaining IT systems & ensuring a seamless technical experience for SBA staff/borrowers.

Record customer interactions, inquiries, and resolutions on the company's customer relationship management (CRM) system accurately & promptly. Generate reports, identify trends, and provide feedback to improve processes and customer experience.

• Providing information on credit card products, addressing concerns regarding billing, statements & account security. Assisting customers with credit card inquiries, transactions, & dispute resolutions. Additionally, monitoring fraud activities. Guide new clients through the implementation and onboarding process, ensuring a smooth transition to Snapsheet's solutions. Collaborate with cross-functional teams to gather requirements, configure the platform, and provide training & support to enable customers to utilize the system effectively.

Ensure the success and satisfaction of customers who utilize Snapsheet's digital claims management solutions. Educate customers on the features, functionalities, and benefits of Snapsheet's solutions. Conduct product demonstrations, & workshops to promote utilization of the platform. Contact Center Agent

Customer Service

Representative

Customer Success

Specialist

2023-2024

2022-2023

2022-2022

Small Business Administration Remote

Cardworks Remote

Snapsheet Remote

804-***-****

Mason LLoyd

Phone:

Team Lead, The SBA

321-***-****

Natasha Gonzalez

Phone:

Supervisor, The SBA

Reference

Trotwood Madison High School

Course Careers Student

HighSchool Diploma

SDR/BDR

2018

Current

Technical

Support

Data Entry

Customer

Success

Customer

Service

Billing

Representative

SDR

English

Expertise

Language

linkedin.com/in/dejathornton18

Contact this candidate