Customer Success Manager

Fatiha Rodriguez

470-***-**** ***************@*****.*** San Antonio, TX

PROFESSIONAL SUMMARY

Customer Success Manager with 15+ years of experience ensuring client satisfaction, driving retention, and enabling business growth. Specialized in onboarding, relationship management, and delivering value through data-driven strategies. Proven ability to reduce churn, optimize processes, and build trust-based partnerships across enterprise and small business (SMB) clients. Recognized for exceeding KPIs and aligning customer outcomes with company goals.

CORE COMPETENCIES

Customer Success Management, Client Retention Strategies, Onboarding & Implementation, SaaS Solutions, CRM Tools (Salesforce, HubSpot, Airtable), Workflow Automation, Relationship Building, Success Planning, Data Analysis, Customer Health Monitoring

PROFESSIONAL EXPERIENCE

Caregiver Bread & Roses Assisted Living Home July 2024 – Present

Coordinated and managed residents’ medical and personal appointments, ensuring consistent follow-through and improved healthcare compliance.

Safely transported residents to appointments and community outings, supporting independence and social inclusion.

Prepared and served balanced meals tailored to dietary needs, contributing to improved health and nutrition outcomes.

Designed and facilitated engaging activities that enhanced residents’ cognitive, physical, and emotional well-being.

Administered medications with 100% accuracy, ensuring adherence to treatment plans and reducing health risks.

Maintained detailed daily documentation, providing accurate reports that supported effective care planning and team collaboration.

Account Executive TTEC - Airtable Mar 2021 – Sept 2023

Built strong client relationships resulting in improved adoption and retention of Airtable solutions.

Developed customized workflows and automated systems to improve client success and project outcomes.

Led onboarding sessions and provided success plans to ensure seamless implementation for enterprise clients.

Collaborated with customer stakeholders to identify goals and drive measurable value.

New Business Acquisition Specialist TTEC - Synchrony Bank May 2019 – Mar 2021

Engaged new business clients and delivered tailored financing solutions, increasing partner satisfaction and adoption.

Educated stakeholders on consumer financing benefits, enhancing customer engagement and loyalty.

Managed customer accounts, ensuring accuracy, satisfaction, and long-term client retention.

Achieved 13-Time Platinum Award for consistently surpassing client acquisition and retention goals.

Account Coordinator (Temp) Fresh Point Central Feb 2019 – Apr 2019

Processed client orders and generated accurate end-of-day reports to ensure smooth operations.

Conducted business inspections to maintain product quality and compliance with storage standards.

Fulfillment and Shipping Dock Supervisor Amazon Fulfillment Center Sept 2016 – Dec 2018

Led daily huddles and communicated operational goals to warehouse teams.

Supervised shipping dock operations, ensuring timely and accurate order fulfillment.

Recognized 11 times as Employee of the Month for leadership and operational excellence.

Customer Service Representative Sutherland Global Services Mar 2013 – Sept 2016

Handled escalated calls and implemented best practices to enhance customer satisfaction for Amazon.com and Amazon.co.uk accounts.

Guided Prime customers through membership setup and educated them on benefits.

Customer Service Manager Delta Airlines Aug 2001 – Feb 2013

Led recruitment, coaching, and mentoring of customer service representatives.

Facilitated team meetings and provided troubleshooting guidance to ensure superior customer experiences.

Created and managed support tickets, troubleshooting issues to ensure timely resolution and improved customer satisfaction.

Awarded 7 times as Progressive Manager of the Year for outstanding leadership and performance.

EDUCATION

BS in Early Childhood Education

Northern Caribbean University, 2008

AWARDS & ACHIEVEMENTS

13-Time Platinum Award Winner – TTEC

11-Time Employee of the Month – Amazon

7-Time Progressive Manager of the Year – Delta Airlines

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