Customer Service Success

KATRINA WETZEL

Manteca, CA

) 209-***-**** *************@*******.*** LinkedIn URL

CUSTOMER SUCCESS MANAGER

Innovative, energetic Customer Success Manager with progressive experience delivering creative, customer-centric solutions that elevate client loyalty by fostering productive relationships and open dialogue with management and colleagues. Results-driven with proven problem-solving, organizational, and time management skills. Thrives in fast-paced, high-pressure environments, following established procedures and practices to exceed customer expectations. Experienced in creating an organized environment and working autonomously at high levels while providing top-level client support. A collaborative, solutions-focused, inclusive team player who showcases stellar communication and multitasking strengths to resolve issues and achieve measurable objectives for industry leaders.

TOP SKILLS

Results-oriented with proven problem-solving ability, committed to employer profitability through client satisfaction and retention.

Recipient of numerous Federal Express Customer Service awards and commendations for outstanding customer service appreciation and customer support.

Provides exceptional customer service while answering an extremely high volume of incoming calls servicing clients in the US, Canada, Mexico, and the UK.

A motivational, influential leader who provides constructive feedback to exceed established goals and meet critical deadlines.

Cross-collaborates with individuals from diverse backgrounds and varying degrees of expertise, building productive relationships and acting as a point of escalation to resolve client issues.

Managed a high-performing team of 20 direct and 30 indirect employees, and 15 vendors, overseeing a $300M budget; conducted a quality assurance in accordance with performance guidelines, ensuring all employees complied with policies and procedures to mitigate risk to company, significantly contributing to enterprise efficiency.

SKILLS & EXPERTISE

Outstanding Communication Skills

Team Leadership

Cross-Functional Collaboration

Customer Service

Communication

Relationship Building

Project Management

Client Relations

Problem Solving

Continuous Improvement

Policies & Procedures

Detail Oriented

Training & Mentoring

Multitasking

Conflict Resolution

PROFESSIONAL EXPERIENCE

Home Agent 2021 - 2023

Map Communications

Leverages solid communication skills to provide exceptional customer service, handling >190+ daily calls for diverse companies, serving customers throughout the US, Canada, Mexico, and the UK.

Consistently achieved and exceeded KPIs and monthly forecasted goals, expediting daily operations from Q2 2021, exponentially boosting client satisfaction ratings by 98%.

Demonstrated exceptional self-motivation and autonomy by working remotely, utilizing VOIP software and Amazon Workspace.

Oversaw and provided 24/7 solutions in crisis situations including police department and medical emergencies.

Showcased outstanding professionalism, relationship management, and problem-resolution strengths while interacting with customers in a welcoming, friendly manner.

Demonstrated empathy and compassion to connect with customers from large/small businesses, cultivating and fostering long-term relationships and soliciting feedback through all interactions.

Delivery Driver 2020 - 2023

DoorDash

Delivered 100% of daily orders, maintaining a 4.98% out of 5% customer satisfaction rating.

Ensures customer satisfaction by promptly picking up daily food orders, and meticulously checks work orders to determine the details of pick-up and delivery orders.

Leverages organizational skills to adhere to schedules/timeframes, and guarantee orders are expedited by properly following up.

Checked packed orders to ensure completeness and accuracy while adhering to all safety procedures during packing and delivery.

Handled and promptly resolved customer complaints following company policies/guidelines.

Member Care Team/Supervisor / Operations Manager 2015 - 2016

Intelicare Direct

Coached and mentored employees to exceed KPI performance goals and achieve quality assurance scores, generating a 99% revenue surplus in Q1 2016.

Managed and reviewed all aspects of team’s performance including average handling time, first call resolution, and average hold time.

Guided agents on proper dress code, break/schedule adherence, sales, and compliance metrics.

Displayed robust problem-solving and de-escalation skills to handle/settle escalated customer calls, ensuring follow through to resolution and reporting root cause to management to prevent further instances.

Additional Work Experience: Intel Online Services, Senior Administrative Support / Federal Express Corporation, International Document Agent

EDUCATION & CERTIFICATIONS

Regent University, Virginia Beach, Virginia: 2020

Bachelor of Science in Business, General Management; GPA: 3.40

Relevant Coursework: Excellence In Business Law & Policy / Excellence in International Business

Honors/Activities: Dean’s list spring 2020

CERTIFICATIONS

Medicinal Marijuana Certificate 2019

Cannabis Training Academy

ADDITIONAL CREDENTIALS

Technology & Tools Microsoft Office (Word, Excel, PowerPoint, Outlook, Access, Publisher) / Microsoft Visio / Microsoft SharePoint / Adobe Photoshop / Google Docs / Google Drive / Google Calendar Google Plus / QuickBooks / Dropbox / ECHO / Avaya VOIP / Amazon Workspace

Honors & Awards Fedex - Bravo Zulu - Outstanding attendance and punctuality / Fedex - Bravo Zulu - Outstanding contribution working weekends / Fedex - Bravo Zulu - Outstanding Customer Service / FedEx – Manager’s letter of Appreciation / Intel Online Services – Executive Office - Exceptional International Itinerary Management Letter / Intelicare Direct - Outstanding Professional Support

JOB TARGET

CUSTOMER SUCCESS MANAGER – AIRBO

About the Role

We’re hiring an exceptional Customer Success Manager to help our customers thrive, while helping to build a company. You won't be entering a cookie cutter team where you're a cog, you'll be a critical part of Airbo from day one.

To be considered for this role, you must have 3+ years of B2B customer experience and an employee benefits background.

Responsibilities

Train new customers on how to use Airbo to engage their employees in benefits and wellbeing

Work with customers throughout the year to make sure they’re getting the most out of Airbo by creating communication plans and identifying relevant content

Help customers apply gamification and other behavioral design techniques to capture attention and drive desired behaviors

Provide consulting on how to drive improvements by analyzing data and interpreting it into stories

Help us build an amazing company by writing playbooks, finding opportunities for improvement, and building systems

Shape our product with your ideas, customer feedback, and technology testing

Spot upgrade opportunities and renew customers

Contact this candidate