Customer Success Professional with 10+ Years Experience

Marcy Breda

** *********** **. *******, ** ***** 618-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Customer Success professional with 10+ years of experience supporting customers, solving problems, and helping people feel confident using products and services. Known for a calm, thoughtful approach to high- volume customer interactions, strong communication skills, and a genuine focus on making complex processes easier to understand. Comfortable working across channels in fast-paced environments while maintaining empathy, clarity, and consistency.

CORE SKILLS

Customer Support & Issue Resolution • CRM: Salesforce, GoldMine • Multi-Channel Communication

• Customer Relationship Management • Clear Customer Communication & Guidance • Problem Solving & De- escalation • Process Improvement & Positive Customer Experience PROFESSIONAL EXPERIENCE

Customer Success Manager

PinPoint Optics – West Haven, CT 09/2020 – Present

Support a portfolio of 100+ customers, helping them successfully navigate the platform and resolve issues as they arise

Handle 20+ customer interactions daily across email and phone, maintaining timely and consistent communication

Guide customers through troubleshooting and workflows, ensuring they feel supported

Identify recurring customer challenges and work with team to improve processes

Document customer interactions and insights to improve clarity, continuity, and understanding

Collaborate cross-functionally to escalate issues and improve the overall customer experience Senior Administrative Assistant

Jordan’s Furniture – New Haven, CT 08/2015 – 09/2020

Supported high-volume customer communications with professionalism and attention to detail

Help streamline scheduling and internal processes to improve efficiency and reduce delays

Resolved customer concerns with empathy, patience, and clear communication

Maintained accurate handling of sensitive information with discretion and care Project Administrator

Schweitzer Engineering Laboratories – Fairview Heights, IL 05/2007 – 08/2015

Coordinated multiple active projects, ensuring alignment across teams and timelines

Supported issue resolution by identifying risks and helping keep projects on track Maintained detailed documentation to support communication and reporting needs EDUCATION

Bachelor of Science in Marketing and Design

Southern Illinois University Carbondale

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