Customer Success Experience

PHYLISSA ROBINS

GA

470-***-**** *************@*****.***

CUSTOMER SUCCESS PROFESSIONAL

QUALIFICATIONS PROFILE

A well-organized, personable Customer Success respected for 10+ years enhancing the customer experience through understanding, specialized support, and acute product and service knowledge. CAREER HIGHLIGHTS & ACCOMPLISHMENTS / TOP SKILLS

Proven track record continually achieving positive results by offering innovative solutions in high-pressured situations within deadline-driven remote environments.

Known for providing outstanding hardware and software troubleshooting support by phone, live chat, and email.

Out-of-the-box thinker committed to optimizing the member experience through empathetic, direct guidance and assistance.

CORE COMPETENCIES

PROFESSIONAL EXPERIENCE

ACCESS TO CARE (REMOTE) 2014 -2024

Customer Success II

• Managed a portfolio of key accounts, driving customer satisfaction and achieving a 95% retention rate.

• Conduct high volume outbound calls to respond and follow up with customers

• Communicate with customers by telephone and/or email to set, reschedule, or cancel appointments

• Conducted regular check-ins with clients, proactively addressing their needs and providing tailored solutions, resulting in a 30% reduction in customer churn.

• Developed and delivered customer success training programs, equipping team members with the skills and knowledge to deliver exceptional service and support.

• Analyzed customer usage data and feedback to identify areas for improvement, leading to the implementation of product enhancements that increased customer satisfaction scores by 15%. EDUCATION

Issue/Conflict Resolution Solution Focused

Confidentiality/Discretion Product Knowledge

Multi-Tasking/Prioritization Project Management

Performance Improvement Relationship Building

Hardware/Software Troubleshooting Process Improvements St. Louis Catholic High School

Additional Education: Peer Support Specialist

TECHNICAL SKILLS

Microsoft Office: Word, Excel, PowerPoint, Outlook, Google COMMUNITY ENGAGEMENT

Volunteer, Habitat for Humanity; Volunteer, Youth Mentor, Goodwill Volunteer, RedCross Volunteer, Vocalist, Leadership Excellence

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