Customer Success Manager

Nathaly Vera

551-***-**** ****.*******.*@*****.*** San Diego, CA

PROFESSIONAL PROFILE

Recognized for an agile mentality in constant evolving industries by going beyond the basics and implementing innovative strategies for success. Awarded for managing multiple complex cross-functional projects while maintaining an efficient plan, tracking issues and proactively communicating progress against milestones. Clear objective to join a diverse team of professionals with a focused vision on innovation while fostering a culture with values and career development.

CORE COMPETENCIES

Agile Project Management Team Management Client Relations & Support Risk Analyst Vendor & Client Billing Quality Assurance & Control Planning Skills Time Management Skills Account Management Emotional Intelligence Delegation &Empowerment Self-Motivator Open and Honest Communicator High Sense of Urgency Word Excel Outlook Bilingual Scoro AS/400 CMS

PROFESSIONAL EXPERIENCE

●Attend and document Project Kick-off meetings with Project Management team including AE to identify risks, actions, issues, deadlines within the scope of work

●Facilitate client meetings to brief on project details, communication plan, stakeholders’ expectations while addressing any questions or concerns

●Increased customer satisfaction by 10% ensuring critical customer issues are addressed quickly and effectively

●Engage with internal departments (e.g. product development, marketing, technology) on new elements impacting client experiences and providing input on identifying keen points

●Primary contact for client and technical PM for show services, conducting I&D plan meeting, sourcing materials and providing logistics insights to ensure maximum efficiency

●Advocate for customer’s voice across teams by partnering with Sales, Marketing, Product, Vendor Services and Accounting

●Review project status with internal team on a weekly basis to identify changes, challenges or impromptu requests by following the Change Management Process runbook

●When projects are out of scope, communicate and manage elements from the design to be estimated and prioritized based on timeline and budget parameters

●During Prebuilt phase, conduct Quality Control reviews by testing product and furniture on its functionality, design, reliability and durability

●Proactively identify, develop and optimizing processes, tools and methodologies to retain clients and increase customer trust

●Assisted in developing, revising, reviewing SOPs and Quality Policy with Production and Deployment team in the Integration Center

●Communicated and documented unresolved open issues from previous reviews and internal audits to propel production operations

●During Project Audits, assured compliance to procedures as defined in the Code of Conduct and Quality Assurance Runbook

●Validated specialized technical experience with IT service managers required to achieve scope of work for infrastructure projects

●Pre-approved Project Reports to track progress against project plans, identify opportunities for efficiencies and communicate anticipated delays or issues before submitting to Board of Directors

●Regulated levels of absence management and reported on utilization of candidates in the Project Management community

●Managed risks, issues, and dependencies according to project management artefacts for project types like: Time and Materials, Resource-On-Demand and Internal

●As an ongoing development of team function, liaised with internal department stakeholders to review and evolve processes, tools, templates and documentations

●Developed standard work instructions for Procurement Department and implemented an efficient process document for each activity

●Created Process Documents as a training material to for new candidates in efforts to reduce operational ambiguity

●Monitored customer forecasts, tracked KPIs and communicated effectively as project challenges commenced

●Supervised multi-functional projects through informal meetings related to drawings, available resources and inventory to ensure it is adherence project plan and SOPs

●For custom products, prepared job folders with all pertinent specifications, cut sheets, workorders and monitored its progress from one department to another

●Upon sudden changes, determined the impact on project’s scope, examined alternatives, developed and implemented a revised plan, performed products tests and executed within stipulated budget while following Quality Assurance runbook

●Measured, examined and tested characteristics of the products within the specified requirements to determine conformity

●As project priorities shifted, ensured proper documentation was completed and communicated to stakeholders and management through formal and informal lines of communication as form of project assurance

●Managed prototype samples, fit approvals, sales samples and reviewed with cross-functional teams to submit for customer approval

●Achieved a portfolio of custom visual display projects with a total value of $1 million in one year

EDUCATION

BA (Accounting & Business Administration Rutgers Business School – NJ

Prince 2 Practitioner – Certified in May 2019

Account Director Exponents Insta USA Inc., May 2019 - PRESENT

Senior Project Coordinator Computacenter July 2016 – April 2019

Account Executive/Project Coordinator Testrite Visual Products Inc., April 2011 – April 2016

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