Customer Success Manager

JOSEPH BURAKOFF

339-***-**** ***********@*****.*** Boston, MA

CUSTOMER SUCCESS MANAGER

• Senior manager with 12+ years leading teams to drive 30%+ growth in customer retention and account expansion.

• Successfully implemented process improvements that boosted operational efficiency by 25% in regulated environments.

• Expert in customer success and engagement, consistently reducing churn and enhancing satisfaction through data-driven strategies.

WORK EXPERIENCE

Accenture Boston, MA

SENIOR ANALYST (MANAGER) Aug 2024 - Feb 2025

• Managed the Massachusetts Health Connector, driving service excellence in a high-volume environment.

• Directed live operations for eight agents, optimizing scheduling and processing up to 300 daily visitors to improve operational efficiency.

• Resolved escalated member issues, achieving a 20% uplift in customer satisfaction.

• Led team to record quality metrics, significantly enhancing visitor satisfaction.

• Coordinated cross-departmental meetings that resulted in a 15% faster resolution of operational challenges.

• Implemented targeted customer lifecycle initiatives to boost product adoption among key accounts. Blind Knowledge LLC Saint Petersburg, FL

SMALL BUSINESS OWNER Nov 2021 - May 2024

• Built and led a team of 50+ professionals, increasing digital media revenue by 30% through strategic customer engagement.

• Revamped digital marketing strategies, generating a 25% increase in lead generation.

• Managed social media platforms to expand content reach and boost audience interaction significantly.

• Analyzed media data to drive strategic decisions, enhancing overall business performance.

• Developed customer retention strategies that sustained long-term client relationships. Edo Energy Tampa, FL

CUSTOMER SUCCESS COORDINATOR II Dec 2021 - Nov 2022

• Operated in a dual role as help desk lead and retention specialist, decreasing resolution time by 20% and elevating customer satisfaction.

• Analyzed customer feedback trends to implement targeted improvements that increased user experience metrics by 18%.

• Collaborated cross-functionally to deliver solutions that streamlined processes and improved service quality.

• Fostered cross-departmental teamwork that resulted in a 15% improvement in project completion rates.

• Utilized data analysis to refine customer engagement strategies and support account growth. Blue Cross Blue Shield of Massachusetts Quincy, MA BUSINESS ANALYST Sep 2017 - Jan 2020

• Facilitated effective communication between stakeholders and technical teams, reducing issue resolution time by 20%.

• Strengthened Agile collaboration that led to a 15% improvement in project outcomes.

• Provided expert support that increased user satisfaction by 18% and strengthened stakeholder relationships.

• Resolved Salesforce issues that significantly boosted customer satisfaction and engagement.

• Streamlined customer-related operations aligning with quality management standards. SENIOR CUSTOMER SERVICE REPRESENTATIVE Oct 2013 - Sep 2017

• Ensured First Call Resolution and upheld quality assurance standards.

• Exceeded KPIs by serving as a Subject Matter Expert for internal teams.

• Resolved escalated issues, improving customer satisfaction by 15% through clear communication.

• Trained new hires on service protocols, resulting in a 20% improvement in team performance and enhanced service quality.

• Implemented process improvements that enhanced operational efficiency in customer service. EDUCATION

Dean College Franklin, MA

BS, BUSINESS MANAGEMENT, 3.8 GPA

CERTIFICATIONS

CERTIFIED SCRUM MASTER (CSM)

ScrumSTUDY

SCRUM FUNDAMENTALS CERTIFICATION (SFC)

VMEdu, Inc

SIX SIGMA YELLOW BELT

6SigmaStudy

DIGITAL MARKETING FUNDAMENTALS (SCDM-F)

VMEdu, Inc

MARKETING STRATEGY FUNDAMENTALS (SCMS-F)

VMEdu, Inc

SKILLS

Customer Success & Engagement: Customer Success, Customer Engagement, Customer Retention, Customer Lifecycle

Process & Data Management: Process Implementation, Data Analysis, Quality Assurance, Agile Methodologies Team & Project Leadership: Team Management, Project Management, Staff Training, Cross-Functional Collaboration

Industry & Regulatory Expertise: Sales, Account Growth, ISO-9001, ISO-13485 RADIO & PODCASTING

LIVE BROADCASTING SINCE 2005

Starting in 2005, I began a journey into live radio broadcasting, first on 89.3WUMD. After I settled into an internet radio station (an offshoot of the Opie and Anthony show) that harbored an audience reach of over 1.5M listeners. Most recently, I have hosted and produced my own podcast, recorded live to an audience of 35,000 downloads. I have had the pleasure of interviewing influential talent such as Kid Cudi, George Clinton, Seether, Kevin Sorbo, 1979, Hanson, David Koechner, Reel Big Fish, The Suicide Girls, Killswitch Engage, Andrew W.K., OCD, and Banks, among others.

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