KIANNA DANIELLE HOGANS

706-***-**** ad2rdr@r.postjobfree.com

Professional Summary

Quality focused and process driven leader with extensive experience supporting customer success as part of a consistent high performing team. Engaging and personable with the ability to promote a "client first" mentality and dedicated to contributing to team-based environments. Proven ability to reach and exceed quota while maintaining quality standards.

Successfully built strong relationships with clients by being helpful, professional, and expressing empathy. I have 4 years' focused experience as a line manager and 7 years of experience in a leadership position, focusing on staff skill development and lean methods. My ability to remain focused and work effectively among competing demands positions me as an asset to any growing organization. Keen desire to define the root cause of a problem, generate solutions, decide on a course of action, and be accountable for actions and decisions. Proficient in the latest web technologies and working knowledge of various operating systems. Excellent analytical, critical thinking, and time management skills. I work well under pressure, and I am very goal oriented. Hardworking Customer Success and Relationship Manager with terrific problem-solving and troubleshooting component level skills.

Skill Highlights

• System Analysis and Support

• Report development

Expert in Excel, and Word

• Writing reports

• Auditing

• Customer-service oriented

• Problem resolution

• Critical Thinking

• SAP

• Invoice processing

• SaaS

• Salesforce

• Gainsight

• Team building

• Statistical analysis

• OSHA compliance

• Client relationship building

• Employee training and

development

• Payroll processing

Professional Experience

Client success specialist

Infinia Search Dec, 2021 – current

Remote

• Establish clear retention goals and process milestones for the customer to work toward.

• Creating standard work processes throughout cross functional departments

• Optimize existing processes within the company and actively enhance all Customer Success initiatives.

• Developing customer relationships that promote retention and loyalty.

• Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

• Work with Merchandising to help secure product information and ensure product data is correct.

• Manage and deliver optimized site/app search functionality and a consistent product catalog

(brand names, pack sizes, parent company, etc.).

• Work with the Merchandising Team and Studio Manager to ensure product images meet internal standards and are available cross-departmentally.

• Ensuring all product packaging is showcased in images (front, back, side, out of package, nutrition details, etc.) to deliver a best-in-class shopping experience for the client’s customers.

• Update the product catalog with the newly curated product data and validate products no longer available are no longer discoverable on the app. Customer Relationship Manager

Cust Relationship Supv (II) Dec, 2019 - Dec, 2021

NCR- Ga

• Establish clear retention goals and process milestones for the customer to work toward.

• Creating standard work processes throughout cross functional departments

• Optimize existing processes within the company and actively enhance all Customer Success initiatives.

• Developing customer relationships that promote retention and loyalty.

• Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

• Delivering and communicating ROI for our clients, throughout the customer lifecycle

• Being the trusted partner for the customer on use-case and product functionality

• Quarterbacking experiences by various cross-functional teams at Gainsight, on behalf of the customer

• Assist customers as needed with setting up and navigating programs or software associated with a product or service.

• Assist in creating training courses and educational materials for other members of the department.

• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.

• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.

Client Support Specialist I Jan, 2019 – Dec, 2019

ADP - Alpharetta /Augusta, GA

• Process Payroll, Holiday pay, Tips, 401k, Overtime, FSLA, etc.

• Monitoring GAP-FIT to support analytics process.

• Establishing and strengthening cross functional partnerships with associates in Sales, Customer service, Customer Support, and Implementations.

• Recommend improvements to senior management that support the strategic goals.

• Assist with process change turnover to Support staff.

• Facilitated introductory calls with sales and clients to teach them how to utilize our payroll platform.

• Led customer onboarding and training.

• Partnered with regions to support business needs and spike in onboarding volume.

• Provide expert support and respond to product inquiries via phone and email.

• Utilize broad product knowledge to recommend additional products and solutions.

• Demonstrate learning agility and Ability apply complex concepts in new situations.

• Provided excellent customer service by following up with clients and ensuring satisfaction.

• Responded to all client inquiries and asked appropriate questions to facilitate resolution. Quality Technician Sept, 2016 – Jan, 2019

Textron -Augusta, GA

• Facilitated process improvements resulting in decreased errors.

• Develop cross functional training programs.

• Monitoring each stage of production using statistical analysis to make sure that machine parts are within tolerance limits.

• Inspecting and Ensuring in the development of processes and procedures

• Utilizing SAP to tack materials and auditing inventory.

• Deciding on thing the quality for defects Entering data into SAP data base

• Creating collaborate auditing system for early deviations errors to ensure improvements.

• Led quality training and testing.

• For staff involved in the processes

• Perform Micro-Vu measurement.

• Evaluated samples against standards by completing measurements, visual inspections and other established tests.

• Documented findings and entered SAP for tracking.

• Contributed to root cause analysis to determine core reason for failures and errors.

• Developed training protocols in alignment with company quality standards and ISO 9000 regulations.

Quality Assurance Technician Oct, 2012 – Aug, 2016 Club Car - Augusta, GA

• Achieved quality assurance operational objectives by preparing and implementing production, productivity and customer-service standards.

• Analyzed test data to determine performance and reliability of materials.

• Analyzed technical drawings and manufacturers' instructions to troubleshoot problems in functional and control systems.

• Collaborated with personnel to develop new product and engineering designs,

• Identifying problems and making improvements

• Using statistical analysis to make sure that machined parts are within tolerance limits.

• Developed flowcharts and diagrams to describe and lay out logical operational steps.

• Auditing work process to ensure that work is being performed to those standards.

• Training staff involved in the processes.

• Monitoring each stage of production

• Developed quality assurance plans by conducting hazard analyses, identifying critical control points and establishing critical limits.

• Documented and executed detailed test plans, test cases, and defect reports for managerial review.

Education

BBA, Business Administration and Management Graduating 2025 American InterContinental University

Diploma

Westside High School Graduated 2004

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