Client Success Customer Experience

NATONIA L. CHATMAN *** Park Place Blvd. Apt. **** Waxahachie, TX 75165 945-***-**** **************@*****.***

PROFESSIONAL SUMMARY Resourceful, results driven leader with 10+ years of experience strengthening client relationships, optimizing supplier performance, and guiding teams in high volume, customer facing environments. Known for exceeding business metrics through proactive problem solving, data driven insights, and cross functional collaboration.

CORE COMPETENCIES • Supplier Relationship Management • Client Success & Retention • Data Analysis & Reporting • Salesforce CRM • Leadership & Coaching • Process Improvement • Cross Functional Collaboration • Change Management • Time Management • Effective Communication • Adaptability • Creativity & Resilience

PROFESSIONAL EXPERIENCE

Supplier Relations Associate Wayfair LLC — Boston, MA Nov 2018 – Present Act as the primary liaison between Wayfair and a portfolio of domestic and international suppliers, ensuring alignment with company standards and fulfillment expectations. Support onboarding of new suppliers, guiding them through Wayfair’s Partner Home portal and guaranteeing compliance with operational and merchandising requirements. Monitor and analyze key supplier metrics (fulfillment rate, defect rate, lead time adherence); leverage insights to address performance gaps and elevate customer experience. Collaborate with merchandising, logistics, and customer experience teams to resolve supply chain disruptions and optimize inventory availability. Assist suppliers in maximizing platform tools and features to drive revenue growth and end customer satisfaction. Participate in cross functional projects focused on improving supplier facing processes and operational efficiency. Utilize Salesforce, Excel, and internal dashboards to track communications, manage issues, and inform continuous improvement initiatives.

Administrative Assistant FJV Foundation — Dallas, TX May 2015 – Oct 2018 Provided comprehensive administrative support for executives and staff, handling confidential and time sensitive material with discretion. Scheduled and coordinated administrative projects, ensuring timely completion and alignment with organizational priorities. Produced and distributed correspondence, reports, and letters to internal and external stakeholders. Generated and processed payroll, maintaining 100% accuracy and compliance with company policies.

Client Success Manager Allstate Insurance — Duncanville, TX Aug 2009 – Apr 2015 Served as the primary point of contact for a portfolio of mid market and enterprise clients, driving satisfaction, adoption, and retention. Conducted onboarding, training sessions, and quarterly business reviews to align product use with clients’ strategic goals. Identified key performance indicators, tracked usage metrics, and proactively addressed risks and opportunities to ensure value realization. Partnered with Sales, Product, and Support teams to escalate issues, share customer feedback, and co develop solutions. Achieved an 80% increase in renewal rates and significant expansion revenue over 36 months through consultative engagement. Reduced churn by 60% via proactive outreach, personalized success plans, and client advocacy programs.

EDUCATION Associate of Business Administration — Southwestern Assemblies of God University, Waxahachie, TX May 2018

TECHNICAL SKILLS Salesforce • Microsoft Excel & Office Suite • Wayfair Partner Home portal • CRM & Policy Management Tools

COMMUNITY & LEADERSHIP Volunteer Mentor, Local Youth Leadership Program Event Coordinator, Community Outreach Fundraiser