Senior Manager Client Success Leader

Charlotte, NC *****

DeRon Fowler https://github.com/DeRonRashad https://www.sigtrex.com

Customer Success Specialist Technical Support Frontend Developer Professional Summary

Customer-focused professional with 10+ years of experience managing high-value client relationships, resolving complex escalations, and driving customer retention in high- performance environments. Currently building SIGTREX, a real-time opportunity intelligence platform, demonstrating strong technical problem-solving, system-level thinking, and execution. Skilled in troubleshooting, communication, and translating complex systems into clear, actionable solutions. Seeking a remote customer success or technical support role with strong growth potential.

Core Skills

Customer Success & Client Retention

Escalation Management & Problem Resolution

Technical Troubleshooting & System Support

CRM Systems (Salesforce)

HTML, CSS, Responsive Design

JavaScript (ES6+), TypeScript

Next.js, React, Supabase

Data Analysis & Workflow Optimization

Cross-Functional Collaboration

Communication & Relationship Building

Projects

SIGTREX — Opportunity Intelligence Platform

GitHub: [link] Live: [link]

• Built a real-time platform that transforms live market signals into actionable business opportunities

• Developed a search-driven decision engine allowing users to query opportunities (e.g.,

“insurance leads”, “real estate deals”)

• Implemented data ingestion, scoring, and clustering systems to generate structured opportunities

• Designed user-facing dashboards focused on clarity, usability, and execution

• Managed end-to-end development, deployment, and iteration of a live production system

Professional Experience

Senior Executive Host

Caesars Entertainment — Cherokee, NC

October 2024 – Present

• Managed relationships with high-value clients, delivering personalized experiences and driving long-term loyalty

• Resolved complex customer escalations with speed, discretion, and accountability

• Collaborated cross-functionally with marketing, operations, and guest services to execute VIP events and campaigns

• Leveraged CRM systems to track client behavior, optimize engagement strategies, and improve retention

• Acted as primary escalation point for sensitive client issues, maintaining brand integrity and compliance

Surveillance Officer

Caesars Entertainment — Cherokee, NC

2022 – 2023

• Monitored operations and transactions to ensure compliance, security, and operational integrity

• Identified and escalated suspicious activity, providing actionable insights to leadership

• Utilized advanced monitoring systems and data analysis to detect risks and prevent loss

• Generated detailed reports to support decision-making and operational improvements Cage Cashier

Caesars Entertainment — Cherokee, NC

2019 – 2020

• Processed high-value financial transactions while maintaining strict compliance with federal regulations

• Delivered customer service in fast-paced environments while balancing accuracy and efficiency

• Managed escalations and resolved complex service issues

• Maintained accountability for large-scale financial assets and reporting accuracy Housekeeping Supervisor

The Service Companies — Cherokee, NC

2020 – 2022

• Led team operations, managing staff performance, productivity, and service quality

• Improved operational workflows to increase efficiency and reduce turnaround times

• Coordinated with leadership to optimize daily operations and meet performance targets

• Ensured consistent delivery of high-quality guest experiences Food Service Worker

Western Carolina University / Aramark — Cullowhee, NC 2017 – 2018

• Delivered consistent customer service while maintaining food safety and operational standards

• Supported large-scale event execution under tight timelines Election Clerk

Jackson County Board of Elections — Sylva, NC

2010 – 2015

• Managed voter check-in, equipment setup, and compliance with election procedures

• Resolved issues quickly to ensure smooth and uninterrupted operations Education

Southwestern Community College — Sylva, NC

Business Communications

Smoky Mountain High School — Sylva, NC

High School Diploma

Additional Information

Technical Tools: Microsoft Excel, Microsoft Access, Salesforce Languages: English

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