Customer care/ sales coordinator

MELISSA LEGARDA

SaaS Account Management Customer Success Revenue Operations

New York, NY 347-***-**** **********************@*****.*** PROFESSIONAL SUMMARY

Customer-focused SaaS and revenue support professional with experience managing high-touch B2B accounts through onboarding, activation, and ongoing lifecycle engagement. Proven ability to partner with Sales, Operations, and client stakeholders to drive adoption, retention, and long-term account health. Salesforce Certified Administrator with strong CRM discipline, reporting accuracy, and pipeline support expertise. Thrives in fast-paced, metrics-driven environments requiring ownership, prioritization, and relationship management. CORE COMPETENCIES

Account & Customer Success Management • Client Onboarding & Activation • Revenue Retention Support • Expansion

& Upsell Identification • Salesforce CRM & Reporting • Pipeline Hygiene & Forecast Accuracy • Cross-Functional Collaboration • Stakeholder Communication • Process Optimization • Bilingual (English & Spanish) PROFESSIONAL EXPERIENCE

Regional Sales Coordinator (Account Enablement & Customer Success) citizenM Hotels 2022–Present

• Manage and support a portfolio of B2B business accounts across onboarding, activation, and ongoing engagement, serving as a primary post-sale point of contact.

• Partner closely with Sales and Account Executives to ensure smooth handoffs, accurate expectation-setting, and alignment on scope, timelines, and deliverables.

• Improved customer activation and engagement by 38.4% through proactive outreach, structured onboarding workflows, and tailored client training sessions.

• Handle an average of 25–30 client interactions per day, balancing competing priorities while maintaining high service standards and response times.

• Utilize Salesforce daily to track account activity, maintain CRM hygiene, update pipelines, and support forecasting and reporting accuracy for leadership.

• Identify account risks, escalation points, and expansion signals, collaborating cross-functionally to retain revenue and strengthen long-term client relationships.

• Support internal process improvements by documenting workflows and improving visibility across sales and operations teams.

Hospitality Ambassador (Customer Experience & Retention) citizenM Hotels 2021–2022

• Delivered high-volume customer support in a fast-paced, service-driven environment, resolving an average of 30+ cases per day while maintaining professionalism and empathy.

• Acted as a frontline retention resource, de-escalating complex issues and protecting customer satisfaction and brand loyalty.

• Collaborated with Operations, Sales, and on-site teams to resolve account-level challenges and ensure continuity of service.

• Developed strong communication, prioritization, and problem-solving skills directly transferable to SaaS customer success roles.

Case Manager & Intern

Social Services Organizations 2019–2021

• Managed complex client cases requiring structured follow-ups, documentation, and cross-stakeholder coordination.

• Built trust with diverse client populations while navigating high-pressure and time-sensitive situations.

• Strengthened skills in needs assessment, expectation-setting, and long-term relationship management applicable to account ownership and customer success roles.

EDUCATION & CERTIFICATIONS

B.A. in Social Work — Arizona State University

Salesforce Certified Administrator • Certified Sales Professional (CSP) • ServSafe • TIPS • ASIS Security Awareness ADDITIONAL COMMERCIAL EXPOSURE

Exposure to pigment- and coatings-based commercial operations through a family-owned automobile paint company operating in Colombia, contributing to an understanding of technical products, customer expectations, and relationship-driven sales environments.

Contact this candidate