Position: Customer Success Manager
Category: Support
English level: fluent
Years of experience: 4

I am a versatile and accomplished professional with a proven track record of success across multiple roles.

Key Highlights:

- Exceptional communicator with a talent for collaborating seamlessly with diverse teams.
- Proficient in crafting professional internal and external communications, enhancing the organization's image and efficiency.
- Skilled at effectively liaising with both staff and clients at all levels.

Summary:

I am a dedicated and results-driven professional. My expertise in quality assurance, customer service, and customer success management, coupled with outstanding organizational and communication skills, makes me a valuable addition to any team or organization.
Customer Success Manager | 02/2022 – till now

- Managed incoming and outgoing chats and emails to address user inquiries.
- Facilitated communication with other teams, creating tickets to resolve user issues promptly.
- Conducted training sessions for clients to enhance their understanding of platform functionality.
- Handled billing inquiries and ensured accurate invoicing processes.
- Monitored and analyzed the activity of existing clients to identify opportunities for improvement.
- Wrote and edited articles for the Help Center to provide valuable resources to users.
- Reviewed demo calls with potential clients to support the sales team in closing deals.
- Collected and organized feature requests from clients, forwarding them to the development team.
- Authored internal articles to streamline team processes and enhance efficiency.


Customer Support Representative | 08/2021 – 02/2022 (1,6 year)

- Provided first-class customer support to US healthcare clients via phone and email.
- Communicated directly with clients to address their healthcare needs and resolve inquiries.
- Assisted team members and managed various projects to enhance operational efficiency.
- Collaborated with cross-functional teams to ensure seamless customer experiences.
- Maintained in-depth knowledge of healthcare products and services.


Quality Assurance Manager | 02/2020 – 08/2021 (1,7 year)

-Conducted thorough monitoring of customer service calls to ensure compliance with quality standards.
-Produced accurate call transcripts using Microsoft Word.
-Leveraged Microsoft Excel for data analysis and reporting.
-Collaborated with cross-functional teams to implement process improvements based on quality assessments.
-Managed and maintained CRM systems to track customer interactions and issues.
-Provided actionable feedback and coaching to team members to enhance their performance.
Please do not suggest a Sales Manager position.