Customer Success Specialist

TAREX BONNER

Powder Springs, United States ***** 786-***-**** **********@*****.*** linkedin.com/in/tarex-bonner/ https://bold.pro/my/tarex-bonner-250*********/604r CCUSTOMER SUCCESS SPECIALIST

PROFILE SUMMARY

Accomplished and results-driven Customer Success Specialist with over 13 years of experience delivering exceptional client support, driving product adoption, and cultivating long-term customer relationships across SaaS, telecommunications, and security industries. Adept at diagnosing and resolving complex software issues, optimizing technical workflows, and translating business needs into actionable solutions. Renowned for providing white-glove service, reducing churn, and boosting customer satisfaction through proactive engagement, strategic insights, and cross-functional collaboration. Skilled in CRM systems, knowledge base development, and stakeholder communication, with a strong focus on operational excellence and continuous improvement. KEY SKILLS

Customer Success Management Client Relationship Building White-Glove Support Customer Onboarding & Training Customer Retention Strategies Product Adoption & User Engagement Workflow Optimization Cross-Functional Collaboration Customer Feedback Analysis Process Improvement & Efficiency Knowledge Base Development Performance Metrics & KPIs Upselling & Cross-Selling Support Escalation Management Verbal & Written Communication Strategic Planning & Execution Problem Solving & Critical Thinking Team Leadership & Coaching Time Management & Prioritization Conflict Resolution Crisis Management Adaptability in Fast-Paced Environments TECHNICAL SKILLS: SaaS Support & Troubleshooting CRM Tools (e.g., Salesforce, Zendesk, HubSpot) Technical Issue Resolution PERFORMANCE HIGHLIGHTS

Leadership of High-Performing Teams: Directed and mentored 12 teams comprising 225+ agents; implemented efficiency metrics and training strategies that increased first-call resolution by 22% and improved CSAT scores.

Customer Retention Success: Ability to reduce customer churn through personalized retention strategies, effective conflict resolution, and by addressing complex billing and technical challenges.

Recognized Excellence in Service Delivery: Earned multiple accolades including System Ambassador, Top Performer YTD – Intra- Product Resolve (2024), Win As One, and Allstar Performer for superior service and operational leadership.

Expert in Crisis & Escalation Management: Proficient in handling numerous high-risk customer and staff crises, including medical emergencies and de-escalating suicide threats, showcasing empathy, calmness, and professionalism. PROFESSIONAL EXPERIENCE

MOBILITY RETENTION MANAGER - LOYALTY RETENTION

AT&T, Atlanta, Georgia April 2018 – November 2024

Led 12 cross-functional teams and oversaw 225+ agents, driving a 20% improvement in efficiency by refining performance metrics and implementing structured coaching programs.

Resolved high-level customer escalations, delivering personalized solutions that contributed to a 15% reduction in churn and strengthened long-term customer loyalty.

Collaborated across departments to streamline workflows and reduce resolution times, improving team productivity and increasing first-call resolution rates by 22%.

Developed and delivered solutions for complex billing and technical issues, enhancing agent performance and boosting customer satisfaction scores.

Spearheaded loyalty campaigns and customer success initiatives that elevated brand reputation and reinforced AT&T’s position as a customer-centric service provider.

Promoted two times within one year—from Agent to Supervisor to Retention Manager—recognized for exceptional leadership, innovation, and consistent high performance.

Analyzed retention data and service trends to design and implement targeted strategies, resulting in increased customer satisfaction and engagement.

Tarex Bonner 786-***-**** **********@*****.*** Page 2 of 2 SALES REPRESENTATIVE

True Green Lawn Care, Fort Lauderdale, Florida March 2017 – November 2017

Exceeded weekly sales targets, driving new client acquisition and contributing to revenue growth.

Resolved customer concerns effectively, strengthening satisfaction and encouraging long-term retention.

Collaborated with internal teams to streamline daily operations and support achievement of business goals.

Cultivated meaningful client relationships, resulting in increased loyalty and positive word-of-mouth referrals.

Thrived in a high-pressure, performance-driven environment, delivering results while maintaining exceptional service quality. SENIOR CUSTOMER SERVICE REPRESENTATIVE & SALES COORDINATOR King Alarm Systems, Kingston, Jamaica August 2014 – February 2017

Delivered prompt and effective resolutions to client inquiries and complaints, improving satisfaction and reinforcing customer loyalty.

Coordinated client site visits and technical presentations, enhancing product understanding and streamlining issue resolution.

Led sales support activities, including follow-ups and vehicle tracking demonstrations, increasing client engagement and conversion rates.

Organized and executed island-wide sales and security events, fostering strong community ties and expanding brand visibility.

Produced daily quality assurance reports to guide management decisions and accelerate the sales closure process.

Supported technical coordination duties, providing cross-functional assistance across sales, service, and tech support functions. REGIONAL MANAGER

Dekal Wireless Jamaica Ltd., Kingston, Jamaica March 2011 – August 2014

Increased prepaid WiFi card sales across four parishes by leading regional operations and implementing targeted acquisition and promotional strategies.

Strengthened community engagement by directing school and community center projects, including the government-backed Tablet in Schools initiative in partnership with the Universal Service Fund.

Expanded network coverage by identifying new hotspot locations and coordinating cross-functional teams for special events, enhancing brand visibility and accessibility.

Provided expert consultation on CCTV surveillance projects for agricultural clients, designing tailored security solutions for organizations such as Caribbean Broilers and the Jamaica Dairy Board.

Developed strategic public-private partnerships, improving access to digital infrastructure and educational resources in underserved communities.

EDUCATION & CERTIFICATIONS

SPEED SPANISH CERTIFICATE INTRODUCTION TO PC SECURITY CERTIFICATE ADVANCED PC SECURITY CERTIFICATE CWA/NETT Academy – Washington, DC 2019

INFORMATION TECHNOLOGY

Institute for Practical & Academic Studies, Kingston ELECTRICAL INSTALLATION CERTIFICATE

HEART Vocational Training Centre, Kingston

HIGH SCHOOL DIPLOMA

St. Andrew Technical High School, Kingston

AWARDS & RECOGNITION

System Ambassador & Director's Commendation & Top Performer – Intra-Product Resolve – AT&T (2024) Overall Controllable Leader – 2023

Overall Controllable Leader – 2023

Overall Loyalty Leader – 2023

Win As One & All-Star Performer – AT&T (2022)

Mi60 Leadership Program – AT&T (2021)

Area Manager of the Year – Dekal Wireless (2011)

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