Customer Success Service

Laurie Innocent

Customer Success Specialist

857-***-**** *******@*****.*** Atlanta, GA

Experienced operations professional with over 10 years of expertise transitioning to tech and leadership customer success roles, with a strong foundation in customer service, HR, healthcare, sales, office operations. Proficient in leveraging technical skills to enhance customer satisfaction and streamline operational processes. Demonstrated success in managing complex projects, optimizing workflows, compliance within industry standards, and ensuring client satisfaction. Adept in building strategic relationships, leveraging interpersonal skills, and acting as a subject matter expert for various organizational intricacies, and strategic long- and short-term planning. Driven to enhance employee experience and positively contribute to the organization's overall strategic plan. Effective trainer, communicator, and result-oriented leader. Proven track record of utilizing strong organizational, planning and communication skills towards improving operational efficiency.

AREAS OF EXPERTISE

Customer Relationship Management (CRM) Product Implementation Product Integration SaaS Solutions Implementation Business Process Mapping Retention Negotiation Customer Service Human Resources (HR) Cross-Functional Collaboration System Implementation Strategic Planning & Execution Organizational Leadership Presentation Facilitation Account Management Conflict Resolution Product Demos & Presentations Customer Satisfaction Surveys & Analysis Schedule Coordination Payroll Services Data Entry Auditing Churn Reduction Strategies Data Management Project Management Customer Journey Mapping Process Improvement Data Analysis Feedback Collection & Product Improvement Research Reporting User Adoption & Engagement Problem Solving Full-cycle Recruiting & Staffing Training Facilitation Interpersonal Skills Verbal & Written Communication

TECHNICAL SKILLS & PROGRAMS

Zendesk Salesforce Pivot Tables Excel Adobe Avionte Cashwise Microsoft Office Suite Google Suite HubSpot Oracle Zoho Slack Microsoft Teams SurveyMonkey Typeform iSolved Tableau Outlook eHana ClearCare/WellSky Relias Learning Zoom Webex SharePoint ADP Paycom Paylocity GoToWebinar PointClickCare A+W Business Hootsuite Workday Canva Persona Shopify Mailchimp Monday.com Pre-Intent LiveChat Prism Yardi/Elevate QuickBooks OOMA PROFESSIONAL EXPERIENCE

Onboarding Specialist JAN. 2024 - PRESENT

Right At Home Atlanta, GA ~ PART-TIME (On-Site)

● Coordinate entire onboarding process for new hires and client care logistics, ensuring efficient workflow and adherence to schedules. Manage various administrative tasks including appointment coordination, data entry, and responding to inquiries, supporting seamless office operations and patient care delivery. Additionally, I assist with recruiting, screening new candidates, and troubleshooting issues with our company app.

Managed comprehensive employee scheduling, optimizing staffing levels and improving and improving workflow efficiency by 20%.

Improved service standards and patient satisfaction via proactive problem-solving.

Enhanced communication by addressing inquiries from clients, employees, and medical providers via email, chat, and phone, ensuring prompt resolution and improved satisfaction. Patient Care Representative FEB. 2023 - DEC. 2023 Bristol Community Counseling Taunton, MA ~ CONTRACT (On-Site)

● Oversee patient scheduling and billing operations, ensuring seamless coordination and accuracy in patient appointments and insurance processes. Enhance patient experience and operational efficiency through meticulous scheduling and verification while maintaining strict confidentiality and HIPAA compliance, diligently protecting patient information. Provide exceptional support through effective communication and problem-solving skills.

Managed scheduling, rescheduling and cancellation of appointments to optimize clinician (95+) availability and patient convenience; implemented appointment reminder systems, reducing no-show rates by 15%.

Verified patient medical benefits and insurance eligibility, ensuring accurate and timely billing; collaborated with insurance companies to resolve coverage issues, enhancing patient satisfaction.

Maintained detailed records of patient interactions and billing activities, ensuring compliance with healthcare regulations and minimizing claim denials.

Account & Operations Manager OCT. 2022 - DEC. 2023 Senior Helpers Boston, MA ~ FULL-TIME (Hybrid)

● Oversee the entire full-cycle recruitment across three offices to ensure timely hiring and staffing alignment with organizational needs. Enforce company policies while maintaining confidential personnel records. Foster clear and effective communication channels between employees and executive management.

Reduced time-to-fill vacancies by 25% through optimized recruitment processes.

Improved compliance by implementing HR policies/procedures and enhanced employee engagement through innovative initiatives, resulting in improved morale and retention.

Boosted onboarding effectiveness with a comprehensive training program for new hires. HR Administrator AUG. 2021 - OCT. 2022

YMCA Quincy, MA ~ FULL-TIME (Hybrid)

● Manage a wide range of HR tasks in a non-profit organization to support seamless office operations and employee services. I facilitated benefits meetings for new hires, posted job ads both internally and externally, and supported the implementation of effective HR strategies.

Handled the full recruitment process, including job postings, candidate screening, and interview scheduling, resulting in a 30% increase in hiring efficiency.

Assigned and tracked completion of mandatory training courses for all employees + new hires, ensuring all required training completed in a timely manner.

Developed accurate HR records and reports, ensuring compliance and providing insights for decision-making. Project Management Support JUL. 2018 - AUG. 2021 SS Glass Co. Boston, MA ~ FULL-TIME (Remote)

● Support product ordering for project managers, ensuring adherence to industry standards. Develop and implement filing and record-keeping systems. Contribute to streamlining project workflows for efficient project execution.

Reduced order errors by 15% with a project ordering optimization initiative.

Increased project completion efficiency by 10% through streamlined workflows.

Improved operational efficiency and record accessibility with a new filing system. Technical Support Associate MAY 2017 - JUL. 2018 LH Electrical Engineering Boston, MA ~ FULL-TIME (On-Site)

● Managed and supported engineering projects, ensuring successful delivery and client satisfaction. Applied technical knowledge to solve problems and support clients effectively.

Coordinated multiple engineering projects, ensuring adherence to timelines and deliverables; developed and maintained detailed project documentation to ensure accurate communication and records.

Acted as a primary point of contact, translating technical details into understandable information and providing ongoing support, enhancing customer satisfaction.

Implemented solutions to technical issues, improving system performance and reliability through proactive troubleshooting and technical expertise.

Customer Success Specialist APR. 2012 - DEC. 2017 Checksmart Financial Fort Wayne, IN ~ FULL-TIME (On-Site)

● Handle the issuance of personal loans and processing of tax refunds, ensuring compliance with state laws. Manage cash transactions, maintain operational efficiency, and ensure security protocols during store opening and closing procedures.

Achieved a 95% accuracy rate in personal loan processing and tax refund issuance.

Increased positive feedback by 20% with a customer satisfaction survey system.

Ensured regulatory compliance and improved procedures with a detailed compliance checklist. EDUCATION

BBA, Business Administration

Kennesaw State University - Kennesaw, GA

REMOTE WORK PREFERENCE

Pursuing remote opportunities to leverage my expertise in customer success, HR, project management, data analysis, and operations management while furthering my education. I aim to join a company that values growth and development, as I am dedicated to a long- term career. My diverse skill set and commitment to excellence make me a strong fit for your team.

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