Customer Success Service

Lauren Miller

St. Louis, MO 314-***-**** **************@*******.***

WORK EXPERIENCE

CT Corporation Saint Louis, MO

Manager – Operations & Customer Success Oct 2018 - Sep 2024 Managed a diverse team of Annual Report Team Members, enhancing productivity for over 100 client accounts by implementing streamlined communication and operational strategies. Oversaw both domestic and offshore operational teams to ensure seamless service delivery, achieving a 15% increase in customer satisfaction ratings through effective collaboration. Conducted regular one-on-one coaching sessions with team members to foster professional development, resulting in a 20% improvement in employee performance metrics over six months. Facilitated bi-weekly team meetings to address operational challenges and promote continuous improvement practices, leading to a 30% reduction in service-related complaints. Implemented team-building activities that significantly improved morale and teamwork within the department, as reflected by a 25% increase in employee engagement scores. Led the recruitment and training of new hires for the ARMS and Operational Team, successfully onboarding over 10 employees who met performance benchmarks within their first quarter. Utilized advanced Microsoft applications to analyze team performance data, identifying key areas for improvement that resulted in a measurable increase in overall efficiency by 18%. Developed comprehensive service standards and procedures for Annual Report subscriptions that enhanced operational consistency across all client interactions. Resolved complex service issues proactively, which led to an improved resolution time by 40%, thereby increasing client trust and loyalty towards our services.

Provided mentorship to junior team members on customer engagement strategies, contributing to their successful transition into higher responsibility roles within the organization. Analyzed monthly reporting data on productivity metrics which informed strategic decisions, driving an increase in overall departmental effectiveness by 22%.

Communicated critical company updates effectively across teams ensuring alignment with corporate initiatives while fostering transparency among staff members.

Customer Success Associate II Jan 2016 - Sep 2018

Mentored new associates on best practices for account management and customer engagement strategies, directly contributing to their success rate exceeding departmental averages by 15%. Identified cross-selling opportunities through proactive relationship building with clients nationwide, resulting in an additional revenue stream that increased overall sales performance by 10%. Researched innovative problem-solving solutions aimed at enhancing productivity and improving employee morale which led to a notable decrease of turnover rates by approximately 20%. Customer Success Associate Jun 2015 - Jan 2016

Delivered exceptional customer service support which consistently met or exceeded expectations for response times across multiple channels including Salesforce communications. Executed financial transaction processing with precision while maintaining compliance standards that safeguarded against discrepancies impacting client accounts.

The Keane Insurance Group Saint Louis, MO

Account Manager Nov 2010 - Jun 2015

Assisted Account Executives in maintaining superior client relationships through regular follow-ups and personalized communications that ensured ongoing satisfaction levels remained high. Prepared essential documentation such as business letters and Certificates of Insurance accurately reflecting coverage status which facilitated smoother transactions for clients. Managed renewal processes efficiently while updating AMS databases promptly which contributed to reducing errors related to billing cycles.

Coordinated follow-up actions with insured parties regarding billing inquiries leading to timely resolutions and improved payment timelines.

Binder Animal Hospital Saint Louis, MO

Receptionist Jul 2006 - Nov 2010

Provided clerical support for customer-facing and back-office administrative functions. Scheduled Doctor Visits and/or Vendor Meetings.

Managed Company Website and requests.

EDUCATION

University of Missouri St. Louis Saint Louis, MO

Bachelor of Arts, Communication Graduation Date: May 2008 St. Louis Community College Saint Louis, MO

Associate of Arts, General Studies Graduation Date: Jul 2005 SKILLS & INTERESTS

Skills :

Experience with Salesforce, CT Advantage, all Microsoft Applications, SharePoint, OneDrive, OneNote, Hubspot, Monday.com, ClickUp and Power BI applications. Expired Property & Casualty Insurance License. LEADERSHIP EXPERIENCE

CT Corporation Saint Louis, MO

Customer Success Manager Award 2020

Highest honors for job title.

Operational Team Creation 2022

The idea, creation, implementation and management of an Operational Team within CT Corporation. This team allowed for time sensitive tasks to be completed by the operational team, while the customer-facing team members could continue to focus on exhibiting excellent customer service. Adjunct Professor Program 2018 & 2020

Accepted into the Adjunct Professor Program in 2018 and 2020. The Adjunct Professor Program is a volunteer position designated to individuals within the company with high performance and advanced skill. Account Management Retention Award 2023

Service Manager with highest customer account retention rate in 2023.

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