Catherine Smith Email & Phone Number

Greenville, Sc, Us

-Sourced $950,000 ACV ($2,000,000 TCV, 2 years paid upfront) deal by utilizing multi threading strategies in partnership with account management team

-Closely manage portfolios of 610+ learners across 2 years resulting in a 96-98% student satisfaction rate -Teacher of the Year nominee 2022 & 2023-Create and execute individualized success plans for 600+ students; tracked progress of success plans, providing ongoing support and modifying as needed resulting in 95% client retention and 96% of students meeting success plan yearly targets -Partnered with student success team including: physical therapist, occupational therapist, social worker, teacher, and guardians to drive successful outcomes for 100+ students-Maintained client retention by conducting 100+ progress reviews quarterly, presenting progress towards KPIs, highlighting student wins, and aligning on long-term goals -Present quarterly reports to 50+ key stakeholders in a clear, easy-to-understand way, resulting in a 95% renewal rate -Create and deliver multiple onboarding activities using multiple SaaS technology platforms, including Microsoft Excel, Google Workspace and Canvas. Growing adoption to 100 end users within 30 days-Spearheaded revamp of curriculum and implementation process leading a team of 8, resulting in 90% of faculty changing their curriculum-Improved CSAT across portfolio to 95% by advocating for customer escalations internally and ensuring quick time-to-resolution for urgent needs-Coached team members for optimal performance and mentored new faculty on systems, data collection, and communication for accelerated onboarding and professional growth-Rated "Distinguished" in bi-annual reviews and recognized as a top-performing employee for building trust, strong relationships with colleagues, clients, stakeholders and administrators-Achieved recognition for excellence for reaching 97% of yearly targets -Created and maintained a class website using Canva assets to scale communication with 600+ stakeholders and provide visibility for parents

Charleston, South Carolina Area

-Specialized in platform knowledge and provided training to 3+ teams, such as Sales, Onboarding and Product Developers on system functionality -Processed back end CSS coding changes to client's website as needed to meet their goals-Managed Salesforce CRM system, developed and tracked metrics to measure customer service success resulting in a 98% customer satisfaction rate-Utilized Salesforce to manage 25-30 daily customer inquiries-Built rapport with 150+ real estate agents, office managers, brokers and loan officers by providing clear, comprehensive, accurate, friendly, and timely resolution to their inquiries leading to a decrease in client wait time by 70% -Researched, routed, and responded to client inquiries using an online support ticketing system resulting in a decrease in client wait time by 70% -Recognized at company all-hands meeting for continually maintaining a 98% client satisfaction rating-Assessed customer needs, evaluated customer satisfaction and optimized customer services resulting in a 94% monthly retention rate -Served as the voice of the customer to 3+ department leaders; advocated for customer needs and relay trends in product feedback

-2017 Teacher of the Year, Teacher of the Year nominee 2016-Curated art shows for 1000+ clients in order to build community-Analyzed data to recognize performance gaps and assess effectiveness of instructional design-Developed customized action plans for struggling clients, ensuring progress improvements

Charleston, South Carolina, United States

-Acquired new clients using a variety of sales methodologies and increased book of business by 70% -Developed relationships with customers and provided feedback to management to shape promotional road maps -Drove product sales through demonstrating product knowledge and upselling product packages to clients Performed all duties to provide full customer satisfaction with a customer retention rate of 92%