Customer Success & Client Retention Specialist

VICTORIA CHANCO

Hoover, AL • 919-***-**** • *************@*****.***

Customer Success • Client Experience • Relationship Management PROFESSIONAL SUMMARY

Customer Success professional with experience managing 180–220 active customer relationships in hybrid high volume/high touch environments. Skilled in relationship building, churn prevention, de escalation, onboarding, and long term retention strategy across wellness, recruiting, and operations settings. Known for proactive communication, remembering customer details, and delivering personalized support that strengthens loyalty and reduces risk. Passionate about helping clients achieve their goals while driving organizational growth. CORE SKILLS

● Customer Success & Retention Strategy

● Relationship Building & Account Management

● Onboarding & Client Journey Optimization

● Escalation Management & De escalation

● Data Driven Insights & Engagement Analysis

● Proactive Communication & Follow Through

● Cross Functional Collaboration

● Process Improvement & Quality Assurance

● Community Engagement & Brand Advocacy

● Training, Coaching & Team Support

PROFESSIONAL EXPERIENCE

Assistant Studio Manager, Client Experience

SweatHouz – Birmingham, AL Jan 2026 – Present

● Manage a hybrid portfolio of 180–220 active members, balancing high volume communication with personalized, relationship driven support.

● De escalate complex customer situations with empathy and clarity, restoring trust and preventing cancellations.

● Strengthen long term loyalty through proactive outreach, attentive communication, and consistent follow through.

● Maintain accurate membership records, including account updates, freezes, cancellations, and billing adjustments.

● Analyze retention and engagement data to identify trends, risks, and opportunities for improved satisfaction.

● Partner with sales and training teams to ensure a seamless client journey from onboarding through ongoing membership.

● Support team performance by modeling exceptional service and contributing to a positive, collaborative culture.

Sales & Community Outreach Specialist

SweatHouz – Birmingham, AL Apr 2025 – Jan 2026

● Increased revenue by identifying customer needs and delivering tailored solutions aligned with business goals.

● Built strong relationships with local organizations and represented the brand at community events.

● Developed creative outreach campaigns that strengthened brand visibility and engagement.

● Provided personalized service that enhanced loyalty, satisfaction, and long term retention.

● Integrated sales and community strategies to drive measurable growth. Application Development Recruiter

GDH Consulting – Birmingham, AL Aug 2023 – Mar 2024

● Managed relationships with candidates and hiring managers, ensuring a transparent, supportive experience.

● Conducted interviews, assessments, and qualification calls to align talent with client needs.

● Used ATS platforms and sourcing tools to maintain pipeline health and track engagement trends.

● Collaborated with hiring teams to refine job requirements and improve recruitment processes.

● Delivered a high quality candidate experience that strengthened trust and long term partnerships.

Technical Recruiter

TEKsystems – Raleigh, NC Aug 2022 – Jun 2023

● Built and maintained strong relationships with candidates and account managers across multiple industries.

● Evaluated candidate strengths through structured interviews and screening conversations.

● Negotiated employment terms and guided candidates through onboarding and pre employment processes.

● Partnered with account managers to understand client needs and deliver tailored staffing solutions.

● Maintained accurate documentation and reporting within ATS systems. Additional Experience

All Star Competitive Cheerleading & Tumbling Instructor – BAMA Allstars (2025–Present) Assistant General Manager – Urban Food Group, Raleigh, NC (2020–2022)

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