Results-Driven Customer Support & Success Pro

Adriana Reyes

Email: *********.*****.*******@*****.***

Location: California, USA (American Citizen)

SUMMARY

Customer Success and Account Management professional with 10+ years of experience in client relations, CRM systems, and process optimization. Proven ability to achieve 95%+ account retention, resolve 90% of client issues within SLA, and coordinate complex schedules with 98% coverage. Skilled in building strong stakeholder relationships, streamlining workflows, and driving measurable improvements in customer satisfaction and operational efficiency.

SKILLS

Client & Account Management

●Customer success and retention

●Stakeholder relationship building

●Escalation handling and complaint resolution

CRM & Reporting

●Salesforce, HubSpot, scheduling platforms

●Account performance reporting

●Data accuracy and compliance documentation

Operations & Scheduling

●Caregiver scheduling and SLA coverage

●Order processing and fulfillment

●Workflow optimization and process documentation

Communication & Support

●Bilingual (English/Spanish) client communication

●Training and onboarding of new staff

Multitasking, organization, and problem solving

EDUCATION

●Hospitality Diploma - Colegio Nacional de Educación Profesional Técnica, Jalisco, México

EXPERIENCE

Zingage – Home Care Scheduler Remote, USA

Nov 2025 – Present

●Coordinated caregiver schedules across 40+ clients, achieving 98% SLA coverage of care plans.

●Responded to urgent call-outs and no-shows, reassigning staff within 30 minutes to maintain service continuity.

●Entered and maintained accurate scheduling data in Zingage’s platform, reducing errors by 20%.

●Communicated schedule changes promptly to caregivers, staff, and clients, improving satisfaction by 15%.

●Prepared weekly staffing and coverage reports for management, tracking retention, call-in, and client feedback.

●Supported onboarding of new caregivers by integrating them into schedules and providing system training.

●Leveraged CRM and scheduling tools to optimize shift assignments, minimizing overtime costs.

DME Medical Supply – Account Manager Santa Ana, USA

Nov 2023 – Oct 2025

●Managed 50+ client accounts, achieving 95% retention through proactive management and timely resolution.

●Acted as primary point of contact for client concerns, resolving 90% of complaints within SLA and improving satisfaction scores.

●Utilized CRM tools to track interactions, opportunities, and account history, maintaining 100% record accuracy.

●Prepared monthly performance and financial reports for senior management, supporting strategic decisions.

●Collaborated with sales teams to tailor solutions, contributing to a 20% increase in upsell opportunities.

●Onboarded and trained new Account Managers, improving team ramp-up efficiency by 25%.

●Generated leads through cold calling campaigns, adding 15% new prospects to the pipeline.

Templi.com – Order Processing Specialist New York, USA

May 2023 – Nov 2023

●Processed 100+ daily customer orders with 99% accuracy, reducing shipping errors by 15%.

●Maintained detailed process documentation, streamlining workflows and improving audit readiness.

●Coordinated with logistics teams to ensure timely order fulfillment and delivery.

●Provided customer support for order inquiries, achieving a 90% first-contact resolution rate.

●Assisted in transitioning order management processes to new software, improving efficiency by 10%.

Hewlett Packard Enterprise – Assistant Process Associate Guadalajara, México

Feb 2011 – Mar 2023

●Managed documentation for workflows across multiple teams, ensuring compliance with corporate standards.

●Processed high-volume orders using enterprise order management systems, maintaining 98% accuracy.

●Trained new associates on order systems and documentation standards, reducing onboarding time by 20%.

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