Customer Success Data Management
Resume:
Some College (No Degree):
Medical Billing And Coding
Georgia Gwinnett College -
Atlanta
Marietta, GA
*******@*****.***
SMYRNA, GA 30082
WWW: Bold Profile
Skills
National Account Management &
Customer Success
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Order Fulfillment & Sales Order
Negotiation
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• Training & Development
Cross-Functional Collaboration &
Team Leadership
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Process Improvement & Strategic
Communications
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Customer Service & Technical
Support
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Salesforce Administration & CRM
Data Management
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• ERP Systems & Data Integrity
Education And Training
Websites, Portfolios,
Profiles
https://www.linkedin.com
/in/jocelyn-l-b8697891/
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Results-driven Account Management Professional with over 20 years of experience in customer success and data management. Expertise in streamlining sales processes and enhancing customer relationships, resulting in optimized operational efficiency. Notable achievement includes a promotion to Jr. Salesforce Administrator after achieving a 98% data accuracy rate. Focused on leveraging CRM administration skills to further enhance business operations. Solutionreach - Success Coach
Lehi, UT
07/2023 - 02/2025
LeaseQuery - Customer Success Manager
Atlanta, GA
04/2022 - 01/2023
Georgia-Pacific - Client Account Manager
Atlanta, GA
06/2019 - 11/2021
Jocelyn Lewis
Summary
Experience
Maintained role of initial point of contact for clients in their first weeks, leading to a 92% customer satisfaction score.
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Aligned customer goals with product functionality alongside sales teams, resulting in a 15% increase in adoption.
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Delivered training and strategic guidance to customers, boosting workflow integration.
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Assumed key role in managing client portfolio, resolving issues with 85% resolution rate.
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Conducted training sessions for new users on LeaseQuery software, boosting adoption by 20% in the first 90 days.
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Conducted regular account reviews, resulting in a 10% increase in customer renewals.
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Partnered with product teams to implement customer insights into development plans.
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Managed national accounts, serving as the primary liaison between customers and internal teams.
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• Consistently maintained high-level order accuracy at 98% during fulfillment. Facilitated seamless coordination among sales, logistics, and materials management for 90% on-time delivery.
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• Achieved an 87% first-contact resolution rate in customer issue management. ADP - Client Account Manager
Atlanta, GA
10/2018 - 06/2019
MiMedx - Jr. Salesforce Administrator
Marietta, GA
02/2016 - 04/2018
MiMedx - Account Coordinator
Marietta, GA
02/2015 - 02/2016
Kemira Chemicals - Senior Customer Relationship Manager Atlanta, GA
01/2000 - 12/2012
References available upon request.
Developed and maintained client rapport, resulting in 12% boost in retention rate.
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• Achieved 88% resolution rate for escalated client issues within 24 hours. Worked closely with internal teams to optimize service delivery, achieving a 20% reduction in case resolution time.
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Managed Salesforce user profiles, roles, and permissions, improving CRM data accuracy by 90%.
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• Processed customer purchase orders with 99% accuracy.
• Led troubleshooting efforts, resolving 97% of issues without escalation.
• Achieved 99% on-time entry of customer orders into the ERP system.
• Maintained accurate communication of product availability at a 98% rate.
• Achieved resolution for 95% of customer inquiries at initial contact. Handled national accounts management involving chemical, industrial, and paper product orders.
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Finalized commitment dates for orders, consistently reaching 93% on-schedule fulfillment.
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• Directed a data management initiative, achieving CRM reporting accuracy of 98%.
• Handled payment collections, lowering outstanding balances by 15%. Collaborated with sales, transportation, and supply chain teams to optimize order fulfillment.
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References
Contact this candidate