Customer Service representative
Resume:
Mark Williams
A Customer Success Manager with over 15 years of experience seeking a
challenging role where I can maximize customer retention and satisfaction by providing the highest quality service and ensuring customers are provided the best offerings for their needs.
Roseville, CA
*****************@**.***
LinkedIn Profile
EXPERIENCE
Radius Auto - Rancho Cordova, CA - Buying Agent
October 2024 to March 2025
● Responsible for answering inbound customer phone calls related to the selling of vehicles from private party customers
● Responsible for placing outbound customer calls in response to phone, email, and text
● Negotiated the purchase price of vehicles directly with the seller City of Roseville, Parks, Recreation and Libraries - Roseville, CA - Customer Service Specialist II
September 2023 to September 2024
● Assist the public with reserving and renting City facilities
● Ensure customer success with registration classes, programs, tours, and support when issues arise
● Lead potential customer tours of facilities
● Organize and monitor equipment inventory for facilities
● Create and distribute dashboards, reports, and records for tracking facility and equipment usage
● Provide support to the public and our customers through answering questions, investigating complaints, and recommending corrective action as necessary to resolve complaints
Camblin Steel Services, Roseville, CA - Project Coordinator October 2022 to April 2023
● Managed steel rebar installation projects for over 40 ongoing construction projects in Northern California
● Oversaw construction teams of over 20 people
● Managed communication between offshore detailers and stateside Construction Supervisors
● Facilitated meetings between on-site Supervisors and Subcontractors
● Managed monthly budgets for detailing allocation Certain, Inc., San Francisco, CA — Partner Customer Success Manager
May 2021to June 2022
● Managed 40+ client accounts with revenue from $50k to $250,000k through ongoing outreach
● Achieved revenue renewal targets month over month and quarter over quarter
● Expanded usage and company brand through expert knowledge of customer use cases and Certain, Inc product offerings SKILLS
Data Driven
Critical Thinking
Team Player
Customer Retention
Top-notch communications
EDUCATION
Bachelor of Arts, US History,
California State
University-Chico
● Identified account risks and built mitigation strategies to decrease churn
● Established customer communication channel and maintained ongoing dialog with points of contact to ensure immediate receipt of the request TPx Communications, Dallas, TX — Customer Success Manager September 2020 to May 2021
● Managed a portfolio of accounts of varying size, with a total monthly recurring revenue of over 1.4 million dollars
● Built new customer onboarding process and improved handling of existing accounts
● Conducted usage and adoption reviews with clients to ensure service satisfaction and promote new service offerings
● Provided solutions to customers issues and escalations in a timely and professional manner
● Responsible for keeping Salesforce CRM updated
Jifflenow, Roseville, CA - Customer Success Manager February 2017 - April 2020
● Managed a portfolio of over 200 Enterprise Accounts to foster long-term business relationships within the SaaS industry
● Ensured that the customer deployment and onboarding was completed within reasonable time frames to maximize value from the product
● Delivered a proactive customer interaction strategy to drive renewals, customer adoption, training, and revenue growth
● Established a thorough understanding of the Customer's business operations and pre-empt requirements through analysis and a comprehensive understanding of the Jifflenow Enterprise solution DRJ Performance, Sacramento, CA — Customer Service Manager
October 2015 to March 2016
● Manage all customer communication including marketing promotions and new business opportunities
● Managed Accounts Payables and Accounts Receivables for clients and vendors
● Used predictive analysis to forecast upcoming parts and material needs to ensure all required materials available for customers Inductive Automation, Folsom CA - Account Executive December 2013 to October 2015
● Managed over 250 accounts worldwide, both Integrators and End-Users of Ignition SCADA software
● Responsible for new business development through cold-calling to systems integrators and End-Users worldwide
● Managed System Integrator Channel, assisting with online demonstrations for potential End-Users and negotiating software pricing for potential installations of Ignition.
● Trained Integrators and End-Users on Software products and capabilities
Cisco/WebEx, Rancho Cordova, CA
Client Services Manager- Commercial Accounts Team
November 2010 - October 2011
● Leveraged Cisco’s Customer Success methodology for SaaS to understand our customers’ goals, assess their capabilities and provide recommendations to help them accelerate achievement of their objectives
● Produced and executed a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement plan
Client Services Manager – Introduction Services Team October 2009 to - November 2010
● Responsible for onboarding clients of Cisco WebEx during their initial 60 to 90 days of service
● Responsible for nearly 100 clients concurrently during their implementation and introductory phase
Client Services Manager – Corporate Support Team
November 2006 to October 2009
● Effectively managed ongoing issues and jeopardy management with clients
● Discovered revenue generating opportunities within existing customer base
● Devised creative solutions and renegotiated contracts to maintain customer adoption while limiting churn
● Mentored new hires on Corporate Support Team account management, managing queue calls, and internal processes and procedures
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