Account Manager & Customer Success Specialist

NATALIJA NEZBAILO

Clovis, CA 714-***-**** *********@*****.***

Account Management & Customer Support Professional Results-oriented customer success professional with 7+ years of experience building lasting client relationships and delivering exceptional service across diverse industries. Proven ability to manage complex accounts, resolve technical issues, and drive customer satisfaction through proactive communication and problem-solving. Skilled at understanding client needs, coordinating services, and maintaining high retention rates. Multilingual communicator (English, Lithuanian, Russian) with technical expertise and a client-first mindset.

AREAS OF EXPERTISE

Account Management & Retention Customer Relationship Management Technical Problem Resolution Client Onboarding

& Training Service Coordination Multilingual Communication Conflict Resolution Process Optimization Data Analysis & Reporting Cross-Functional Collaboration

Zendesk Gusto GitHub Desk Jira Stripe Zoho Desk Freshdesk) Klaviyo Intercom Salesforce Microsoft Office Office 365 Typeform DocuSign HelloSign PandaDoc G Suite Zoho Microsoft Dynamics 365 Gainsight HubSpot Sales Slack Zoom

KEY ACHIEVEMENTS

Client Retention Excellence: Maintained 95%+ tenant retention rate through proactive communication and relationship management across the portfolio of rental properties.

Customer Satisfaction: Consistently received positive feedback from travel clients for personalized service and seamless coordination of complex, multi-destination itineraries.

Technical Expertise: Successfully troubleshot and resolved technical issues in laboratory settings, ensuring quality standards and minimizing operational disruptions.

Process Improvement: Streamlined property management workflows, reducing response times and improving tenant communication efficiency.

PROFESSIONAL EXPERIENCE

REAL ESTATE INVESTOR Fresno, CA 04/2018 – PRESENT ACCOUNT MANAGER / PROPERTY MANAGER

● Manage relationships with 15+ tenant accounts, serving as primary point of contact for all property-related needs

● Coordinate maintenance requests and resolve issues promptly, maintaining 48-hour average response time

● Handle contract negotiations, lease renewals, and conflict resolution with professional diplomacy

● Maintain detailed records and provide regular updates on property performance and tenant satisfaction

● Proactively address concerns before escalation, resulting in high tenant retention and satisfaction rates

● Manage vendor relationships and coordinate service delivery across multiple properties

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Xstream Travel Agency & Travers Travel Fresno, CA (Remote)03/2018 – PRESENT CUSTOMER SUCCESS SPECIALIST / TRAVEL AGENT

● Manage full client lifecycle from initial consultation through post-trip follow-up for 50+ annual accounts

● Coordinate complex, multi-component travel packages including accommodations, transportation, and activities

● Resolve booking issues, cancellations, and last-minute changes with efficiency and empathy

● Build lasting client relationships through personalized service, resulting in 80%+ repeat business rate

● Provide consultative guidance to help clients make informed decisions aligned with their needs and budget

● Track client preferences and travel history to deliver customized recommendations and upselling opportunities Constellation Brands Winery Fresno, CA 11/2014 – 05/2015 TECHNICAL SUPPORT SPECIALIST / LABORATORY TECHNICIAN

● Provided technical support to production team, troubleshooting quality issues and recommending solutions

● Collaborated with cross-functional teams to resolve product discrepancies and maintain quality standards

● Maintained detailed documentation and generated reports for internal stakeholders

● Trained new team members on laboratory procedures and quality control protocols

● Managed inventory and supply chain coordination to ensure uninterrupted operations

● Communicated complex technical data to non-technical stakeholders in clear, actionable terms Mission Bell Company & Vie Del Company Madera & Fresno, CA 07/2013 – 11/2014 QUALITY ASSURANCE SPECIALIST / LABORATORY TECHNICIAN

● Served as liaison between laboratory and production departments, ensuring clear communication of quality requirements

● Developed and implemented standard operating procedures to improve consistency and efficiency

● Identified process improvements that enhanced product quality and reduced testing time by 15%

● Collaborated with production team to address quality concerns and implement corrective actions

● Maintained accurate records and prepared detailed reports for management review EDUCATION

BACHELOR OF SCIENCE IN FOOD SCIENCE AND NUTRITION California State University, Fresno Fresno, CA AWARDS & HONORS

Dean’s List Maintained a GPA of 3.40 throughout all semesters. NATALIJA NEZBAILO, Page 2

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