Customer Success Service

C. Russell Nation

Whitsett, NC • 336-***-**** • ***************@*****.*** • Linkedin.com/in/crussellnation

Experienced Customer Success Manager with a 7-year track record in enhancing customer satisfaction, retention, and revenue growth. Proficient in executive-level client account management, adept at crafting tailored solutions to drive business outcomes. Demonstrated history of surpassing performance targets while delivering exceptional customer service. Strong communicator and problem-solver, strategically identifying opportunities for customer success. Committed to fostering lasting client relationships and delivering consistent value.

Western Carolina University - Cullowhee, NC

Minor - Communications

Customer Solutions Manager – 03/2024 to current

PRA Group Inc. - Burlington, NC

Enhanced team productivity by implementing workload prioritization techniques, resulting in a 15% increase in daily output.

Developed and executed improvement plans to address performance deficiencies, resulting in a 10% increase in team efficiency.

Maximized collector performance through targeted coaching and development initiatives, resulting in a 25% improvement in collection activities.

Ensured employee retention through proactive development and engagement strategies, maintaining desired retention levels.

Responded to audit findings and implemented remediation measures to ensure compliance with regulatory standards.

Directed, coordinated, and evaluated a team of 14 full-time equivalent, non-exempt employees.

Customer Success Manager – 05/2022 to 01/2024

A Place for Mom - Greensboro, NC

Facilitated onboarding process for 100+ accounts across eastern North Carolina, introducing custom tailored software & service offerings to drive $7-8M in Annual Recurring Revenue.

Trained & mentored CSMs to success, resulting in team expansion and 25% exceeding of monthly quota. Implement cross functional spreadsheet to streamline communication across multiple teams.

Developed cross functional spreadsheet to ensure timely communication with multiple teams, amplifying account management effectiveness by 20%.

Drive value-based customer education programs to improve customers’ awareness of industry trends and digital capabilities, generating an average 23% single month increase across portfolio accounts.

Mortgage Loan Originator – 05/2021 - 05/2022

Better - Charlotte, NC

Delivered personalized mortgage consultation and advice engaging with over 8,000 customers via phone, text & email to build relationships for long-term retention, meeting monthly metrics 52% above target.

Advanced customer education on the homebuying process improving customer enrollment rate by 18%.

Gained trust of customers through upholding high service levels and responsiveness increasing customer satisfaction score by 13%.

Efficiently resolved mortgage rate inquiries & overcame financial obstacles to successfully assist clients in acquiring 1300 homes and attain homeownership goals.

Enterprise Rent-A-Car – 09/2017 - 05/2021 Gaithersburg, MD

Branch Manager – 08/2020 - 05/2021

Manage daily branch functions of profitable branch in city area.

Trained all employees to conduct needs assessments to present the products and services that met the unique needs of each prospective customer resulting in a $100k increase in annual sales.

Process weekly and monthly profit and expense reports relevant to the branch to reach sales quotas every month.

Reduced bad debt at the branch by 55% through the implementation of aggressive collections activities across multiple roles.

Trained all employees to conduct needs assessments to present the products and services that met the unique needs of each prospective customer resulting in a $100k increase in annual sales.

Build relationships with local businesses to increase referrals by 60%.

Respond and handle customer inquiries and complaints to ensure proper customer service scores at 100% over 9 months.

Manage accounts receivable efficiently to reduce uncollected debt by 25%.

Maintained a branch customer satisfaction percentage of 98%.

Assistant Branch Manager – 04/2019 – 07/2020

Track and oversee a daily minimum of 100 transactions of funds for services and monitor employees to ensure compliance with all Enterprise business practices and policies.

Supervise customer service interactions among employees to guarantee proper service is provided 100 % of the time.

Manage rental counter, customer flow, and telephone service.

Maintain a fleet of vehicles and collaborate with car dealerships, body shops, government agencies and other small businesses in providing car rental fleet services.

Process accounts receivable for services provided.

Designated as a trainer and mentor to new Assistant Managers within territory and helped 8 Managers Trainees earn promotions into Assistant Management roles.

Management Trainee – 09/2017 – 04/2019

Exceed customer expectations by providing excellent customer service; assisting customers in selecting a vehicle that meets their needs and tailoring all parameters to fit their situations.

Build and maintain relationships with local businesses to establish new accounts and keep current accounts active.

Review profit and loss statements to understand the role it plays in the growth of a business.

Work as an accounts receivable clerk to ensure that payment is received for cars used by clients.

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