Customer Success Executive
Current• Supervise a team of 5 customer relations personnel that is responsible for resolving customers’ complaints and inquiries and consistently meeting performance benchmarks in all areas such as customer satisfaction, conflict inquiry and resolution, speedy delivery, and accuracy.• Ensure outstanding customer satisfaction by maintaining strong working relationships.• Guide team members to deliver products/services that meet or exceed the customer requirements by handling client issues throughout the implementation lifecycle in a timely and accurate fashion.• Improve service quality by conceptualizing tools and strategies for communication and recommending improvements in the operations processes and procedures.• Overseeing communication across different online presence and developing strategies such as multi-channel traffic generation (telephone and email correspondence), social media utilization, and affiliated marketing, to increase customer engagement and penetration.• Writing an annual work plan, measuring and controlling performance and goals and initiating processes for continuous improvement
