Jeffrey Baker Email & Phone Number

Sherwood, Or, Us

Sherwood, Or, Us

Portland, Oregon, United States

In my role as Customer Success Team Lead, I effectively guided a lean team to surpass expectations, focusing on customer retention, process optimization, and team development. My proactive approach in preventing customer churn and fostering a positive team culture not only drove measurable results but also strengthened the team's overall performance. Additionally, through targeted coaching and performance evaluations, I empowered team members to overcome challenges, leading to sustained improvements in service delivery.• Led a high-performing, short-handed team to exceed performance expectations, driving significant results in customer retention and satisfaction.• Successfully prevented multiple high-risk customers from churning through proactive engagement and personalized support strategies.• Developed and implemented a new phone answer rate improvement process, resulting in a 300% increase in efficiency and responsiveness.• Created and refined key operational processes, optimizing workflows and enhancing team communication to ensure seamless service delivery.• Spearheaded initiatives to reduce client onboarding time, enabling quicker achievement of value and improving overall client experience.• Fostered a positive and collaborative team culture, contributing to higher morale and increased productivity across the board.• Conducted comprehensive performance evaluations, providing actionable feedback and tailored coaching to team members with declining metrics, leading to measurable improvements.• Interviewed, selected, and hired top talent, ensuring the team was composed of highly skilled and culturally aligned individuals who contributed to the organization’s success.

Remote

Directed full-cycle customer success management by driving new business partnerships, technical project deliveries, start-up scaling strategies, and platform transitions for commercial, mid-market, and enterprise-level accounts. Led in-depth client onboarding operations overseeing cross-functional communication channels, IT engineering systems, upselling methodologies, and platform efficiencies within Slack, Intercom, AI, and email tools. Partnered directly with C-levels, VPs, technical executives, and department directors to streamline SLA orchestration, identify risks, and leverage data-driven reporting based on competitive trends and consumer patterns. Provided impactful service education to enhance video performance, customers' applications functionalities, and user experiences that are tailored to individual needs. • Integrated new strategies and pivoted CX tactics to combat COVID-19 downtrends, improve account satisfaction, and minimize potential roadblocks.• Chosen as the 3rd member to join Daily’s early-stage support team to help originate its customer success management department and identify post-sale opportunities. • Successfully maintained and drove a 100% customer retention rate during a time of critical growth and company scaling.• Reduced overall implementation time and project turnaround times that catapulted expected and forecasted Monthly Recurring Revenue (MRR).• Created a “White Glove” service for integrating best practices built to increase customer engagement (CE) during new client and business partner onboarding.• Individual Contributor in growing revenue by over 400% after identifying key client service opportunities, upselling strategies, and ensuring add-on strategies for recording, live streaming, or AI-driven tools.• Selected at the Corporate SME for presenting and advising data to stakeholders and the board of directors.

Fairbanks, Alaska, United States

Supported 5 direct reports and 25 staff through critical solution driving, post-sale satisfaction planning, product management, sales processes, and technical implementations for a location generating $5 million annually. Catapulted competitive market data to increase account penetration, expand service offerings, enhance client retention, leverage negotiation tactics, leverage network connections, and cement service delivery. Developed outlets for driving business growth by creating detailed planning that covered aggressive revenue, profit, and retention objectives that exceeded projected ROI quotas.• Ranked “Top Performer” after driving best practices to enhance customer success and service quality based on Net Promoter Score (NPS) surveys.• Saved thousands in operating expenses (OpEx) by evaluating operational strategies and implementing process improvements.• Grew Verizon’s market share performance from 0% to up to 22% within less than 4 years.• Enhanced the location's "Next-Up" process that minimized overall client conflicts and troubleshooting issues among sales and customer service team members. • Acknowledged for improving program quality and company profitability after tightening ad-on behaviors, on-site payroll expenses, leveraging team strengths, and promoting KPI successes.• Corporate Trainer for heading weekly coaching and training of employees to educate on SOP standards, pipeline core values, equipment functionalities, and simplifying services for non-technical users. • Mitigated account loss as a Liaison between customer service representatives and customers to resolve conflicts, fix technical issues, and prioritize a client-first mentality.

Fairbanks, Alaska, United States

Facilitated sales and account strategies focused on educating customers on the operation, maintenance, and service details of newly installed purchases, which included radios, auto starts, and vehicle lighting. Organized a seamless experience while onboarding new business partners, vendors, and clients through all actions of project delivery, communication, and expectation reinforcements. Worked with the CEO to ensure proper targeting of new market penetration, consumer trend analysis, and budget alignments. Pipelined incoming calls, emails, documentation, and 3rd party needs to ensure adequate communication needed for authorizations, payments, service arrangements, calendar schedules, and customer inquiries.• Hit record-breaking performance in growing the overall gross profit margin by implementing an innovative framework for pricing and service transparency for all markets. • Acted as the CEO's director for handling the organization's daily financial operations, covering cash drawers, P&Ls, sales forecasting, and inventory availability tracking. • Sourced and closed high-level account contracts (SLAs), overseeing signings, negotiation, transition, and service integration.

Provided next-level customer service and online support through ticketed phone, e-commence, and purchasing assistance, covering a high volume of incoming clients, vendors, and staff. Implemented business development fundamentals and analyzed current compensation trends to gain insights into new company targets, troubleshooting needs, competitive intelligence, and industry trends to achieve forecasted ROI goals. Strategized remote shopping experiences, overseeing company brand vision implementation, top talent acquisition, sales generation, visual merchandising, and team scheduling.• Exceeded KPI goals by integrating innovative B2C fundamentals and analytical business structures based on company targets, allocation needs, market pricing, budget controls, competitive intelligence, and industry trends.

Yuba City, California, United States

Collected real-time data (RTD) to create detailed reporting for sales accuracies, performances, ROI data, and team recognitions to enhance motivation, increase product visibility, integrate aggressive campaigning plans, and assess client market changes. Investigated new business by utilizing outbound prospecting through phone, email, and intranet tools to establish short- and long-term roadmaps for qualifying sales leads, discovery calls, and software demonstrations. • Beat forecasted monthly goals after conducting strategic daily cold calls for generating new business acquisitions.