VERNETTA EVANS

*** * ******* *** #***, Tucson, AZ 85711 520-***-**** adz3wl@r.postjobfree.com

Profile

Highly skilled and results-driven Customer Success Specialist with eight years of experience in building and maintaining exceptional client relationships. Adept at understanding customer needs and providing tailored solutions to drive customer satisfaction, retention, and revenue growth. Proven ability to collaborate cross-functionally and lead teams to deliver exceptional customer experiences. Strong strategic mindset combined with excellent communication and problem-solving skills. Committed to delivering outstanding results while ensuring long-term customer success and loyalty.

Core Qualifications

● Being a trusted advisor and principal contact for key customers. To design solutions, understand their business goals, challenges, and needs.

● Customer Onboarding: Assist customers with product or service installation. Help consumers succeed through training and assistance.

● Account Management: Actively manage and expand customer accounts. Regularly review client happiness, find upselling and cross-selling opportunities, and address problems.

● Improve client retention with tactics and initiatives. Assess customer health metrics for risks and opportunities. Prevent turnover and boost client loyalty.

● Customer Advocacy: Represent customers' needs within the company. Align customer and company goals with sales, marketing, and product development teams.

● Customer Success Planning: Create and implement strategic account plans for customer success and value. Set goals, track progress, and update stakeholders.

● Data Analysis and Reporting: Measure customer success with customer data and analytics. Report on customer success program value and impact.

● Resolve consumer complaints quickly. Work with internal teams to troubleshoot, escalate, and resolve issues quickly.

● Renewal and Expansion: Show customer value and ROI to renew. Work with sales to expand accounts and upsell and renew.

● Industry Trends: Keep abreast with industry trends, best practices, and new technology. Help customers stay competitive and achieve business goals by sharing useful information and advice.

Skills

● Customer Success

● Account Management

● Relationship Building

● Customer Onboarding

● Retention Strategies

● Upselling/Cross-selling

● Customer Satisfaction

● Customer Advocacy

● Customer Needs Assessment

● Customer Engagement

● Renewals and Expansion

● Customer Health Metrics

● Issue Resolution

● Strategic Account Planning

● Communication Skills

● Collaboration

● CRM Systems (e.g., Salesforce)

● Training and Support

● Customer-centric

● Problem-solving

● ROI Analysis

● Industry Knowledge

● Metrics and KPIs

● Team Leadership

● Stakeholder Management

● Customer Feedback

● Business Development

● Competitive Analysis

● Customer Lifecycle Management

Professional Experience

Order Management Specialist Sept 2021 – Apr 2023

Pro Unlimited @ Intuit

● Establish clear client retention goals

● Process milestones for the clients and employees to work toward

● Assist customers with setting up and navigating programs or software

● Promote the value of the product; upsell services and products with the brand image

● Promote value through customer experience

● Assist in creating training courses and educational materials

● Assisted with sanctioned customer verifications

● Demoed processes for high level executives

Quickbooks Online

INTUIT CAREER PROGRESSION Jan 2019-Mar 2021

● Develop and manage client portfolios.

● Sustain business growth and profitability by maximizing value.

● Analyze customer data to improve customer experience.

● Assist customers with online product purchases and education

● Improve onboarding processes.

● Evaluate and improve tutorials and other communication infrastructure.

● Mediate between clients and the organization.

● Handle and resolve customer requests and escalations.. Customer Transaction and Retention Specialist Nov 2015 – Jan 2019 INTUIT CAREER PROGRESSION

● Responsible for guaranteeing the retention of Quickbooks Enterprise Solutions and Payroll Customers

● Top 2% for client satisfaction and turnaround time; completed 90-100 records daily, resulting in $5.2 million in retained revenue.

● Negotiated concessions with customers using company-supported means to reach a mutually satisfying resolution with the customer, bearing in mind the interests of all three stakeholders.

● Serve as a liaison between other departments and business entities for the resolution of billing issues

● Lead quality auditor

● Contributed to the success of several pilots

● Identified recurring issues and suggested potential resolutions to prevent future occurrences

● Using Siebel, Quickbase, Salesforce, and Paymentech, resolved issues for customers.

● Appropriately handled exceptions and customer service requests from other departments and business units.

● A chosen participant in Quickbooks Connect 2019

Lacerte Professional Tax Specialist July 2015 – Oct 2015 INTUIT CAREER PROGRESSION

● Responsible for primarily assisting accountants and tax professionals with the use of Lacerte tax software.

● Top 5% for customer satisfaction and handling time; daily completion of 25 to 30 inquiries

● Resolved complex problems with sound judgment and critical reasoning.

● Identified the root of a customer's issue and provided accurate program navigation assistance.

● Using Salesforce, Siebel, and Quickbase, resolved customer problems. Dental Assistant Feb 2010 – Feb 2015

Oro Valley Endodontics Oro Valley, AZ

● Prepared the patient, sterilized or disinfected instruments, arranged instrument containers, prepared materials, and assisted the dentist during dental procedures.

● Exposed diagnostic dental x-rays; documented treatment information in patient records.

● provided postoperative instructions as instructed by the dentist.

● Assist dentist with medical or dental emergencies.

● Patients' medical and dental histories and vital signs were obtained and recorded.

● Patients were instructed in dental hygiene and plaque control programs.

● Ordered and tracked the inventory of dental equipment and supplies; cleansed and polished removable appliances.

● Prepared preliminary impressions and occlusal registrations for study cast mounting. Dental Assistant Externship Sept 2009 – Nov 2009

Gentle Dental Tucson, AZ

● Assisting three dentists with a multitude of procedures while working in a multi-practice dental office.

● Assisted with patient registration.

Administrative Assistant May 2007 – Jan 2008

Walt’s Piano Service Tucson, AZ

● Utilized computers for a variety of tasks, including database management and document processing.

● Answered telephones and provided callers with information, took messages, or transferred calls to the appropriate parties.

● Developed, managed, and entered data into databases.

● Establish and manage paper or electronic filing systems, recording data, updating documentation, and maintaining documents, such as attendance records, correspondence, and other materials.

● When office equipment, such as fax machines, photocopiers, or telephone systems, malfunctions, the individual is responsible for arranging for repairs.

● Greeted visitors or callers and responded to their questions or directed them to the appropriate individuals based on their requirements.

● Maintaining event and scheduling calendars.

● Forms were filled out according to company procedures.

● Appointments are scheduled and confirmed for clients, customers, or supervisors.

● Copying correspondence and other printed materials. Office Assistant 2006 – May 2007

Home Sweet Home Tucson, AZ

● Greeted all customers and answered phones with multiple lines.

● Scheduled engagements.

● Made deposits at the bank and performed accounting tasks.

● Conducted errands and new employee training.

Sales Associate April 2003 – Dec 2005

Aufmuth Motors Tucson, AZ

● Customers were greeted and actively listened to in order to determine their purchasing needs and make recommendations based on automotive specifications.

● Effectively negotiate with clients to conclude deals and boost sales.

● Demonstrated vehicle functionality and options, accompanied prospective purchasers on test drives, and clarified purchase costs. Customer Service Agent – Escalate Gate/Quality Assurance 2002 – 2003 Aegis Sierra Vista, AZ

● Answered incoming Supervisor Escalated Gate messages.

● Issues were identified, researched, and resolved.

● Followed up on unresolved inquiries from prior to the current contact. Customer Service Agent – American Express 2000 – 2002 Aegis Sierra Vista, AZ

● Responded to incoming inquiries regarding the American Express membership rewards program

● Contributed to the initial DSL initiative

Education

Graduated with Honors from Pima Medical Institute Feb 2009 Pima Community College (Psychology Course

Certifications

Dental Assisting Certificate, X ray certified, CPR References

Available upon request

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