Customer Success Service
Resume:
Kony McIntire
*************@*****.***
PROFESSIONAL SUMMARY
Dedicated call center expert with over a decade of experience delivering high-quality support in fast-paced customer service environments. Proven ability to resolve complex issues, build strong customer relationships, and contribute to team success. Skilled in de-escalation, problem-solving, and adapting communication to diverse customer needs with a particular focus on healthcare technology. Seeking a role where I can continue to provide exceptional service and make a meaningful impact. Known for consistency, reliability, and a calm, solutions-focused approach.
EDUCATION
Lone Star College, Bachelor's Degree, Business Administration, 2006
SuccessHACKER - Customer Success Manager Certification 1-4
Certified Scrum Master (Scrum Alliance)
PRINCE2 Project Foundation Certification
CAPM certification
WORK EXPERIENCE
Intelerad Medical Systems, Houston, TX March 2022 – Present
Sr Support Agent, Onboarding & Installation Support, Ambra Health
·Completed smooth integration of Ambra Health's software within client systems, collaborating with technical, operational, and customer success teams by handling new requests via the organizational ticketing system.
·Led the implementation of client installation requests via phone and Zoom calls with a focus on the execution of detailed project plans for integrating complex clinical workflows.
·Managed a high-volume ticket and call queue, ensuring timely satisfaction of escalated customer and urgent troubleshooting requests.
·Enabled successful onboarding of new clients and timely implementation of complex clinical workflows by monitoring project timelines and milestones.
Bill.com, Houston, TX Feb 2021 – Feb 2022
Implementation Support Consultant
·Facilitated end-to-end implementation of cloud-based payments integration software, ensuring seamless integration with QuickBooks, NetSuite, and Oracle ERP systems. Managed a high-volume new customer implementation ticket queue to onboard new client assignments.
·Designed and tailored training sessions for clients conducted via phone and Zoom calls, focusing on effectively utilizing the cloud-based payments integration software with QuickBooks, NetSuite, and Oracle.
·Determined business objectives and technical requirements by nurturing strong, ongoing relationships with client stakeholders.
·Managed a dedicated call volume based on assigned client base to facilitate onboarding conversations and escalated requests on-demand.
Gurock Software GMBH – TestRail, Houston, TX Apr 2020 - Jan 2021
Customer Support Lead
·Enhanced the performance of the Customer Success team with product developers and engineers by defining product requirements for internal proprietary systems.
·Managed a high-ticket volume and call queue of customer support requests to ensure a smooth transition and successful adoption for high-value or strategic clients by developing implementation plans, coordinating software implementations, and leading the onboarding process.
Gurock Software GMBH – TestRail, Houston, TX May 2017 - Apr 2020
Senior Customer Success Manager
·Streamlined existing content to better align with company goals, client expectations, and product updates by revitalizing the Customer Success new hire training program.
·Nurtured relationships with key medium-sized customers, including high-profile clients such as EA Sports, MLB, and NASA, ensuring alignment of custom technical implementations with their business objectives and long-term success.
·Acted as the primary liaison for high-value companies, such as MLB, Amazon, EA Games, NASA, and Twitter, while managing all business activities related to software implementations and ongoing product support.
·Helped clients maximize their investment in TestRail by providing training, troubleshooting, and best practices as a product expert via phone, email, and online live support tools.
·Coordinated software implementations within Linux and Windows hardware environments, advising clients on best practices for configuring and optimizing TestRail’s platform.
Alert Logic, Houston, TX Mar 2016 - May 2017
Partner Delivery Manager
·Achieved high levels of loyalty and satisfaction with Alert Logic's products and services by cultivating long-term, strategic relationships with key channel partners.
·Supported smooth delivery of services to partners in collaboration with cross-functional teams, including product management, customer success, engineering, and support.
·Identified potential new channel partners who align with company’s strategic and market expansion plans.
Alert Logic, Houston, TX Feb 2015 - Feb 2016
Escalation Manager
·Coordinated high-priority escalations, working closely with customers, sales, and operational teams to resolve complex issues in a timely and efficient manner.
·Analyzed product performance and service delivery trends to identify recurring issues and collaborated with the Product Management team to propose actionable solutions and drive improvements in the product.
·Oversaw the end-to-end process for service incident reporting and resolved issues in the customer credit process following service-level agreements.
·Generated detailed product usage reports for the Product Development leadership, highlighting trends, pain points, and challenges identified through user escalation.
·Continuously analyzed product usage data to identify opportunities for improvement within the product platforms.
cPanel, Inc., Houston, TX Feb 2009 - Jan 2015
Customer Service Representative III
·Improved operational efficiency and attained a 40% increase in productivity across the customer service and order fulfillment teams by automating routine tasks to transform the internal order management system.
·Maximized collections efficiency and reduced outstanding debt by 30% through optimization of accounts receivable operations, implementation of new approaches to customer outreach and follow-up.
·Spearheaded the relaunch of the online order management interface and website, focusing on improving user experience, simplifying checkout processes, and driving revenue growth.
·Ensured optimal staffing levels to handle fluctuating customer support needs by managing team workforce capacity.
·Provided a comprehensive guide to operational processes, service standards, and expectations by developing the first-ever Customer Service Department employee handbook.
·Facilitated communication between departments, sharing customer feedback on product features, usability, and pain points to drive product enhancements and align development with customer needs.
·Enhanced team performance and established consistency across the department by creating actionable training initiatives and scheduling performance evaluations.
·Managed operational objectivates, ensuring call volume efficiency and
SKILLS AND PROFICIENCIES
·Strong background in customer service management, incident reporting, and troubleshooting with expertise in creating streamlined workflows, automating processes, and improving overall team performance.
·Articulate communicator with strong interpersonal skills; known for working closely with sales, product management, and engineering teams to ensure smooth delivery of customer solutions and identify opportunities for process improvements.
·Possess in-depth knowledge of customer service leadership, claims management, process improvement & automation, data analytics & reporting, customer retention & collection strategies, conflict resolution, escalation management, and cross-functional collaboration.
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