Customer Success & Operations Manager

HEATHER DAY

P 336-***-**** E **************@*****.***

OBJECTIVE

EDUCATION

Seeking a customer service or administrative support role where I can use CRM systems, data entry, scheduling tools, and organized follow-through to streamline workflows, support accurate records, and deliver a positive customer experience. Bachelor of Science

[Agriculture & Natural Resources]

Berea College

KEY SKILLS

• CUSTOMER SERVICE

• CLIENT SUPPORT

• CRM TOOLS

• DATA ENTRY

• MICROSOFT OFFICE

• RECORDS MANAGEMENT

• GOOGLE WORKSPACE

EXPERIENCE

March 2019 – Present Next Door K9 Solutions of Charlotte Client Success & Operations Manager

• Serve as the primary point of contact for prospective and current clients, managing inquiries, consultations, onboarding, scheduling, service updates, and follow-up.

• Use CRM, calendar, payment, and bookkeeping platforms to track leads, client notes, appointments, invoices, payments, and workflow details.

• Deliver personalized service recommendations by assessing client needs, explaining options clearly, setting expectations, and resolving concerns quickly.

• Manage customer communication across phone, email, messaging, and social platforms while maintaining timely, professional, and organized follow-through.

• Handle administrative and financial workflows including QuickBooks Online, invoicing, payroll coordination, payment processing, bank reconciliations, and vendor records.

• Coordinate up to 5 contractors, schedule assignments, confirm service coverage, and keep client-facing operations running smoothly.

• Built and operated a service business generating $50K-$100K annually while maintaining a 4.7-star rating across 100+ customer reviews.

April 2018 – March 2021 BMRS

Front Desk Clerk Wire Harness Builder

• Provided customer service and front desk support in a technical environment, assisting with inquiries, scheduling, payments, records, and administrative needs.

• Maintained accurate records, documentation, and daily operational details to support responsive customer and internal service.

• Balanced client-facing office support with hands-on wire harness building requiring accuracy, technical focus, and attention to detail.

June 2017 – September 2018 South Park Animal Hospital Kennel Technician

• Supported client communication, recordkeeping, and daily operational needs in a fast-paced animal care environment.

• Maintained accurate updates and professional follow-through while helping ensure a safe, clean, and organized client-service experience.

KEY ACHIEVEMENTS

• Maintained 100+ customer reviews with a 4.7-star average rating through responsive, relationship-focused service.

• Supported 60-80 clients annually and approximately 100 monthly customer interactions.

• Achieved an estimated 25% consultation-to-client conversion rate through clear communication and consistent follow-up.

• Managed digital workflows across CRM, bookkeeping, scheduling, payment, communication, and social media platforms.

REFERENCES

[Available upon request.]

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