Customer Success Team Lead

Shakara Graves

512-***-**** **************@*****.*** Austin, Texas

SUMMARY

Customer-focused professional with 7 years of experience in multi-channel support roles, adept at delivering exceptional service and resolving inquiries efficiently. Excels in fast-paced tech environments, leveraging strong communication and problem-solving skills to enhance customer satisfaction. Proficient in operational workflows and team collaboration, ready to drive customer success in a dynamic legal tech setting.

WORK EXPERIENCE

Archer Systems Austin, TX

Case Analyst Dec 2024 - Present

Assisted with lien resolution and negotiation through omni-channel communication and precise documentation.

Drafted outbound correspondence and timely uploading outbound and inbound documents to our proprietary database.

Audited medical claims itemizations and investigating discrepancies. Developed relationships with lien agencies by communicating professionally and effectively among multiple modes, including phone calls and email.

Expertly handled executive escalations, achieving a 98% resolution rate and maintaining positive relationships with high-priority clients

Indeed Flex Austin, Texas Metropolitan Area

Global Retention and Performance Team Lead Nov 2022 - Jun 2024 Spearheaded cross-functional team to implement departmental policies, resulting in a 25% increase in operational efficiency and $500K annual cost savings Implemented data-driven resource allocation system, resulting in a 15% reduction in waste and 20% improvement in project completion times

Developed and implemented strategic work allocation system, improving team productivity by 30% and reducing project turnaround time by 2 weeks

Collaborated with C-suite executives to formulate and implement strategic plans, enhancing organizational agility and competitive positioning Created innovative training programs tailored to individual team member needs, enhancing skill sets and promoting continuous improvement

Collaborated with the product team to provide user feedback, contributing to 10+ platform improvements that enhanced overall user experience Senior Operations Associate Mar 2022 - Nov 2022

Spearheaded team initiatives that resulted in a 95% client satisfaction rate and a 20% increase in repeat business

Optimized productivity by 25% through the implementation of streamlined processes, resulting in improved operational performance metrics

Coordinated resources and managed workflows, resulting in a 10% reduction in project completion time

Utilized data analysis to drive strategies and achieve a 15% improvement in operational efficiency Demonstrated strong leadership by inspiring team members to exceed targets and achieve a 25% improvement in team productivity

Demonstrated exceptional problem-solving abilities, contributing to a 25% reduction in process bottlenecks

Committed to delivering results and exceeding expectations in a fast-paced and dynamic environment. Operations Executive Nov 2020 - Mar 2022

Led shift operations, overseeing a team of 10 associates to deliver exceptional service to 500+ clients As part of a dynamic team of three associates, we successfully coordinated and executed all facets of workforce operations to ensure seamless service delivery. Achieved a 10% reduction in operational costs by proactively identifying and addressing operational challenges through meticulous performance metric analysis and scheduling optimization Collaborating closely with cross-functional teams, I contributed to the development and implementation of streamlined processes, resulting in enhanced productivity and customer satisfaction.

Blue Apron Austin, Texas, United States

Customer Success Specialist May 2020 - Nov 2020

Highly dedicated and customer-focused professional with a proven track record in delivering outstanding customer experiences.

As a Customer Success Specialist at Blue Apron, I excelled in providing personalized support, resolving inquiries, and ensuring customer satisfaction.

With exceptional communication and problem-solving skills, I consistently built strong relationships with customers, addressing their needs and surpassing expectations. Proficient in navigating complex databases and collaborating with cross-functional teams, I leveraged my expertise to deliver efficient and effective solutions. Passionate about delivering exceptional service, I am committed to driving customer success and fostering long-lasting customer relationships.

Centene Corporation Austin, Texas Metropolitan Area Provider Service Specialist Oct 2018 - Jan 2020

Results-oriented and detail-driven Provider Services Specialist with a strong background in assisting healthcare providers over the phone.

Skilled in handling complex queries related to claims and accessing databases to obtain accurate and up-to-date information.

Proficient in analyzing medical claim records to identify discrepancies and ensure compliance with industry regulations.

Demonstrated ability to provide prompt and accurate resolutions while delivering exceptional customer service.

Proactive problem solver with excellent communication skills, adept at building rapport with providers and maintaining positive relationships.

Committed to delivering high-quality support and contributing to the overall success of healthcare providers and their patients.

EDUCATION

Huston-Tillotson University

BFA, Music Teacher Education

Aug 2013 - May 2018

SKILLS

Operations Management Customer Support Process Improvement Performance Management Cross-functional Collaboration Workflow Coordination Resource Management Strategic Planning Problem-Solving Legal Background Customer Relationship

Management

Customer Experience

Data Analysis Email Support Team Leadership

Time Management Training and Development Salesforce

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