Customer Success & Human Resource Professional

Siria Olivero, Customer Success Professional

Clifton, 07013, NJ, 201-***-****, **********@******.*** SUMMARY Dynamic Customer Success / Human Resource Professional with over 9 years of experience in onboarding, employee relations, and customer training. Skilled in leveraging CRM tools to enhance customer satisfaction, achieving a 20% improvement in early-stage satisfaction at Olla Beauty Supplies. Expertise in managing up to 75 accounts concurrently while ensuring alignment with company policies and compliance initiatives. Eager to bring strong interpersonal and problem-solving skills to contribute effectively to organizational success.

WORK EXPERIENCE

11/2021 – Present Customer Success Operations Analyst, Olla Beauty Supplies

Elmwood Park, USA

Guided new customers through onboarding and system setup by customizing CRM tools to meet their unique requirements. Facilitated virtual training sessions and knowledge-sharing meetings, fostering user adoption and enhancing platform confidence.

Synchronized onboarding timelines across multiple clients, managing up to 75 accounts concurrently with competing priorities.

Engineered personalized dashboards and developed support documentation, resulting in a 20% increase in early-stage customer satisfaction.

Utilized Salesforce to monitor onboarding milestones, customer communications, and usage metrics to enhance retention. Served as the primary liaison for new accounts during implementation, ensuring all onboarding criteria were fulfilled before transitioning clients to ongoing support.

03/2020 – 10/2021 HR Generalist & Health & Safety Environmental Specialist, Bartlo Packaging LLC

Passaic, USA

Directed new hire orientation, onboarding, and training regarding company systems and policies.

Acted as an internal point of contact for life and disability insurance benefit setup and claims resolution.

Collaborated cross-departmentally to guarantee timely completion of compliance, safety, and training initiatives. Applied hospitality-style service to employee relations, ensuring a positive experience from onboarding to offboarding. 08/2012 – 02/2020 Employee Relations Specialist, Safestreets USA LLC

Saddlebrook, USA

Delivered comprehensive onboarding and orientation to hundreds of new hires, managing simultaneous training and documentation workflows.

Leveraged CRM systems and internal tools to track onboarding tasks and benefits enrollments efficiently.

Functioned as a customer-facing representative for internal employees, resolving service issues and escalating complex concerns to the appropriate departments.

Cultivated strong interpersonal relationships across departments, contributing to high team morale and enhancing operational efficiency.

EDUCATION

09/2019 – 06/2021 Berkeley College

Associate of Applied Science (A.A.S.), Business

Management & Administration

Woodland Park, USA

Completed coursework in business principles, administration, and management practices, enhancing foundational knowledge essential for a successful career in business operations. 09/2004 – 06/2007 Passaic High School

High School Diploma, General Studies

Passaic, USA

Achieved a comprehensive education with a focus on general studies, providing a solid academic foundation for future pursuits. SKILLS Customer Onboarding &

Training

Hospitality & Client Relations

Project & Workflow

Management

CRM Systems (Salesforce,

Zendesk)

Product Adoption &

Engagement

Documentation & Reporting

Presentation & Training Written & Verbal

Communication

Cross-functional Collaboration Remote Work Experience LANGUAGES English (Bilingual) Spanish (Bilingual)

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