Customer Success Social Media

Jua Coates 574-***-**** *******@*****.***

Warwick, RI linkedin.com/in/Jua Coates

I influence positive customer experiences through active listening and effective communications.

I drive customer experience excellence and loyalty through problem solving and conflict resolution

Hear and leverage the Voice of the Customer (VOC) to formulate solutions that solve problems, resolve conflicts, and position businesses for customer loyalty.

Present products, services, and solutions in a manner easily understood by both employees and customers, impacting behaviors, adoption rates, and productivity levels.

Embrace new technologies, creative approaches, and innovations to fully address customer needs and ensure cross-functional teams produce deliverables on time.

Build high-performing teams through training. Foster a positive remote work environment by providing technical support, weekly meetings, and daily monitoring.

Invited and Active Participant in Lippert Leadership Program.

Created integrated marketing campaign including social media blitz for 10,000 Villages.

Published Article, “Ensemble Concept/21,” //espire (https://arts.iusb.edu/docs/2017espire_FINALweb.pdf), p. 18.

PROFESSIONAL EXPERIENCE

AIM Solder, Cranston, RI 2023 to 2024

Supervisor - Customer Service Department

Scope: Oversee the day-to-day activities of the Customer Success team, ensuring that tasks are prioritized effectively and that client issues are resolved swiftly and satisfactorily. Serve as the primary point of escalation for complex or high-priority client issues within the team.

Improved efficiency and ensured that operational goals aligned with customer success objectives. Assisted in the development and implementation of initiatives to enhance service delivery.

Team Development: Recruited, mentored, and developed Customer Success Representatives, focusing on skill enhancement and professional growth. Ensured the team is equipped with the necessary training and resources to excel in their roles.

Process Improvement: Continuously evaluated and refined team processes, tools, and technologies to improve operational efficiency.

Developed strong relationships with international customers, processed purchase orders, calculated costs by analyzing the London Metal Exchange and the Daily Cost of Metals.

LIPPERT INDUSTRIES, Warwick, RI (Remote) and South Bend, IN 2015 to 2023

Manager – Marine Department (2020 to 2023)

Supervisor – Warranty Department for Windows, Doors, Awnings (2015 to 2020)

Scope: Lead team of up to 10 direct reports to meet and exceed performance expectations through weekly one-on-one meetings, monitoring and evaluation of phone conversations, quality assurance, CSAT scores, Contact Rate, Abandon Rate, 1st Response Time, as well as training and mentoring sessions. Build and leverage cross-department and manufacturing plant relationships to optimize budgets, warranty expenses, and product improvements. Enable capture of product / customer opportunities by analyzing daily dashboards, compiling data into reports, and creating process solutions bolstered by LEAN strategies; resolve escalated customer issues and diffuse conflict.

Drove the department’s seamless transition from in-office to remote workforce due to COVID by navigating each team member through process of setting up home office with InContact phone system and Salesforce CRM.

Reduced department’s warranty cost by training agents and technicians on build, installation, and operation of 30+ different products, ensuring replacement of individual parts and components rather than entire product.

Optimized productivity levels by creating and implementing training manuals and programs; facilitated training for multiple employees.

Interviewed and hired technical consultant to help implement training plan

Played key role in expanding department’s technical software capabilities as early adopter of chat/ Omni platform and features.

Successfully integrated software (salesforce), tech training as well as culture and vision for the Marine Division using Leadership action plans and S.M.A.R.T Goals

Improved Marine care center average speed of answer from over 7 minutes to just under 1 minute in 6 months.

Improved Marine care center average handle time from over 11 minutes to 5:30 sec.

Completed Project Management Essentials Training

Completed Leader as a Coach Training

NEW WINGS OF FAITH CHURCH, South Bend, IN 1992-2014

Minister of Music/Associate Pastor

Scope: Created workshops for aspiring musicians, arranged music, and produced concerts. Directed vocalists and band members, toured Europe performing original music. Started a record company (Child of the King Records 2010), produced music for hard copy and digital formats, as well as a keynote speaker at various music conferences in the region. Elder and ordained minister, assisted couples in marriage counseling

Played key role in marketing and branding of original music by creating radio ads, special events, as well as networking with key ministry stake holders to promote the music.

Established monthly concert series resulting in increased CD sales and attendance.

Created music theory training program for both singers and musicians

Partnered with Pastor Willie and Malcolm Coates to successfully establish Child Of The King Records which led to European tour

Organized community events/fundraisers, soup kitchens, and food pantries.

Developed call back programs to provide follow up care for parishioners

Taught educational courses on faith, life skills and setting personal goals.

Completed racial reconciliation training using the book “More Than Equals”

EDUCATION

INDIANA UNIVERSITY SOUTH BEND

Bachelor of Arts in Communications, Public Relations, Marketing, and Organizational Leadership

SOFTWARE SYSTEMS

Salesforce Softphone Incontact IFS

Consumer Experience Strategy

Conflict Resolution

Team Leadership

Training & Development

Cross-Functional Collaboration

Contact this candidate