Customer Success Project Management

REBECCA SEXTON

Farmersville, TX – USA 817-***-**** **********@*****.*** linkedin.com/in/rebecca-yeary-sexton-538b06378

PROFESSIONAL SUMMARY

Managed a portfolio of 15 key accounts, achieving a 20% increase in product adoption through tailored onboarding and training programs designed to maximize customer lifetime value.

SKILLS

●Data Analysis & Reporting

●Technical Troubleshooting

●Cross-Functional Collaboration

●Ticketing System Administration

●Workflow Coordination & Prioritization

●Customer Relationship Management

●Project Management (Agile/Hybrid)

●Process Optimisation & Automation

●Communication & Client Engagement

●Conflict Resolution & Escalation Management

●Analytical Reasoning & Strategic Evaluation

●Conflict Resolution & Escalation Management

PROFESSIONAL EXPERIENCE

Customer Success Partner 09/2022 to 08/2025

Sysco Food Services Houston, USA

●Managed 100+ client accounts by analyzing performance metrics, maintaining 95%+ SLA compliance, and elevating customer satisfaction ratings by 18%.

●Directed onboarding for 50+ new clients, designing training initiatives that shortened ramp-up time by 20% and accelerated time-to-value.

●Served as the primary liaison between internal teams and clients, facilitating communication that reduced escalations by 30% and improved issue turnaround times.

●Oversaw multiple customer initiatives simultaneously, aligning deliverables with business priorities and achieving consistent on-time project completion.

●Created and deployed data usability tools that enhanced internal reporting efficiency and increased decision-making speed by 25%.

●Introduced automated workflows across departments, cutting manual input errors by 15% and increasing daily operational precision.

●Evaluated client data to refine service delivery models, leading to a 12% improvement in revenue growth and stronger client retention.

●Collaborated with leadership to launch interactive dashboards, improving visibility into performance metrics and enabling faster, informed business decisions.

Customer Success Coordinator 03/2020 to 09/2022

Sysco Houston, USA

●Supported 200+ customers, maintaining a 90%+ satisfaction rating through coordinated engagement with CSPs and CSMs.

●Utilized Sysco 360 CRM to record and manage account data, increasing tracking accuracy by 22% and improving response speed for service issues.

●Partnered with multiple teams to resolve 95% of reported client concerns within 24 hours, strengthening client trust and service consistency.

●Managed a weekly workload of 40+ priorities, maintaining a 98% on-time completion rate while mitigating risk and ensuring accountability.

●Monitored and resolved service tickets, decreasing backlog volume by 15% through structured escalation and follow-up.

●Generated actionable insights from performance data, optimizing workflow efficiency by 10% and driving retention improvements.

●Refined account transition procedures between departments, cutting resolution delays by 12% and enhancing customer continuity.

Customer Service Representative II 10/2012 to 08/2020

Sysco Food Services Houston, USA

●Managed 100+ daily inbound and outbound inquiries, maintaining 90%+ first-call resolution and reinforcing strong customer relationships.

●Utilized CRM tools to document and track service requests, reducing repeat call frequency by 18% through structured issue tracking.

●Addressed order, billing, and pricing discrepancies with precision, elevating accuracy by 15% and minimizing fulfillment delays.

●Guided customers to self-service tools, lowering inbound call volume by 12% and improving response efficiency.

●Coordinated with internal teams to standardize support processes, enhancing workflow reliability by 20%.

●Revised documentation protocols to accelerate case processing by 10%, ensuring faster resolution while maintaining compliance.

EDUCATION

Associate of Science: Accounting And Finance

ATI Career Training Center Dallas, TX – USA

High School Diploma

Mckinney High School McKinney, TX – USA

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