Customer Success & Client Support Strategist

VON LONGMIRE

*****, *** *******, ** 310-***-**** ***********@*****.***

OBJECTIVE

Strategic and performance-driven Customer Success Professional with 6+ years of experience driving customer retention, increasing product adoption, and optimizing client lifecycle management across financial services, SaaS environments, and remote-first teams. Proven ability to manage high-value accounts, conduct proactive outreach, reduce churn, and improve client satisfaction (4.8/5 CSAT; 90%+ first-contact resolution).

Salesforce Certified Administrator with expertise in CRM optimization, analytics reporting, workflow automation, and AI-powered tools. Experienced leveraging AI systems to streamline operations, enhance customer engagement, improve response efficiency, and support data-driven decision-making. Recognized for transforming reactive customer service into proactive relationship management that drives revenue growth and long-term client loyalty.

Seeking a remote or hybrid Client support specialist role with opportunities for growth, performance-based incentives, and leadership advancement.

EXPERIENCE

Client Services Representative (Hybrid)

Cetera Financial Group

•Managed ongoing relationships between financial advisors and clients, ensuring consistent engagement and satisfaction.

•Utilized CRM systems and AI-powered tools to streamline client communication and enhance service.

•Conducted proactive outreach for quarterly reviews, RMD deadlines, and portfolio updates to prevent service gaps.

•Prepared client performance reports, presentations, and account documentation.

•Maintained detailed compliance records using AdviceWorks, SmartWorks, Redtail, and NetX360.

•Partnered with internal departments to resolve complex account issues efficiently.

•Educated clients on digital tools and account capabilities, increasing platform adoption.

•Supported advisor business planning initiatives and retention strategies.

Customer Success Specialist (Remote)

The Social Hog 2021 – 2023

•Resolved 90%+ of client inquiries during first interaction via chat, phone, and email.

•Maintained 4.8/5 customer satisfaction rating.

•Reduced repetitive support requests by 20% through development of a scalable FAQ knowledge base.

•Identified recurring client pain points and collaborated with internal teams to improve workflows.

•Managed CRM documentation and ensured SLA compliance in remote team environments.

Virtual Client Support Manager (Contract)

BuildOps 2019 – 2021

•Managed support operations for e-commerce clients, tracking response time and resolution metrics.

•Handled refunds, escalations, and customer lifecycle follow-ups.

•Coordinated across time zones to ensure seamless service delivery.

•Reported KPIs and performance data to stakeholders.

Appointment Setter / Dispatch (On-site)

Ameriquest Security 2017-2019

•Conducted outbound calls to residential and commercial property owners to introduce and recommend security services tailored to their needs.

•Built relationships with prospective clients by educating them on security solutions, patrol services, and property protection options.

•Generated leads and scheduled consultations for security assessments and service proposals.

•Responded to client questions regarding security services, pricing, and coverage areas while providing exceptional customer service.

•Assisted with dispatch operations by assigning patrol officers to service calls and monitoring job status updates.

•Managed multiple priorities in a fast-paced environment while maintaining professionalism and attention to detail

Third Key Manager (On-Site)

RadioShack 2015-2017

•Acted as Manager-on-Duty overseeing daily operations and customer service delivery.

•Led team members to meet service and revenue targets.

•Resolved escalated customer concerns while maintaining brand standards.

•Managed cash reconciliation and compliance procedures.

EDUCATION

Bachelor of Science – Writing for Film & Television Los Angeles Film School

High School Diploma Susan Miller Dorsey High School

AWARDS AND ACKNOWLEDGEMENTS

CERTIFICATIONS

Salesforce Certified Administrator

Certified Customer Service Professional (CCSP)

Google Analytics Certified

TECHNICAL SKILLS

Customer Relationship Management (CRM) Systems – Salesforce (Certified Administrator)

Customer Service & Client Support

Account Management & Client Retention

Customer Success & Relationship Building

Conflict Resolution & Problem Solving

High-Volume Call, Chat, and Email Support

AI-Powered Productivity Tools (ChatGPT, Microsoft Copilot, Gemini)

Workflow Automation & Process Optimization

Data Entry & Database Management

Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)

Google Workspace (Docs, Sheets, Slides, Drive)

Zoom, Microsoft Teams, Slack, and Webex

Cross-Functional Team Collaboration

Financial Services Operations Support

Client Onboarding & Product Adoption

Remote Collaboration & Virtual Communication

Calendar & Project Management Tools (Asana, Trello, Monday.com)

Documentation & Standard Operating Procedures (SOPs)

AI-Assisted Research and Content Generation

Time Management & Multitasking

First-Contact Resolution & Customer Satisfaction (CSAT)

Active Listening & Professional Communication

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