-Developed and maintained relationships with customers to facilitate user engagement and satisfaction.-Analyzed customer data to identify trends, issues, and opportunities for improvement.-Managed customer inquiries and complaints in a professional manner.-Researched new technologies and initiatives to improve customer experience.-Collaborated with cross-functional teams to develop strategies for driving customer success.-Monitored competitor activities in order to stay ahead of the curve in terms of customer service offerings.-Coached team members on best practices for delivering exceptional customer experiences.-Maintained up-to-date knowledge of industry trends related to customer success management.-Identified areas where current products are not meeting expectations or could be improved upon.-Trained and mentored new team members to promote productivity, accuracy and friendly customer service.-Led cross-functional initiatives to streamline processes and enhance customer experience.-Developed and maintained customer success documentation and resources.-Established and monitored key performance indicators (KPIs) for customer success.-Analyzed customer data to identify trends and inform business decisions.-Advocated for customer needs within the organization, driving product improvements-Implemented customer feedback loops to gather insights and improve products and services.-Managed crisis situations, ensuring minimal impact on customer satisfaction and loyalty.-Evaluated individual and team business performance and identified opportunities for improvement.-Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.-Analyzed business performance data and forecasted business results for upper management.-Interviewed prospective employees and provided input to HR on hiring decisions.-Implemented quality control measures to uphold company standards.

-Provided guidance and support to Customer Service Representatives on a daily basis.-Created, implemented and maintained departmental policies and procedures.-Developed customer service strategies to improve customer satisfaction ratings.-Resolved escalated customer complaints in a timely manner.-Assisted with the hiring process of new Customer Service Representatives.-Trained newly hired Customer Service Representatives on company policies, procedures and protocols.-Coordinated closely with other departments to ensure customer inquiries were resolved quickly and -efficiently.-Identified opportunities for process improvements within the department.-Ensured compliance with all applicable laws and regulations related to customer service operations.-Encouraged open communication between team members about best practices for handling difficult customers.-Acted as liaison between management, customers and other stakeholders when needed.