Jerron Kelley Email & Phone Number

Atlanta, Ga, Us

Atlanta, Georgia, United States

As a Senior Customer Success Manager specializing in Business Banking and Risk, Ilead a virtual team of 17 Customer Success Managers managing a portfolio of 75clients. I lead their onboarding, training, and development, ensuring they takeownership of the entire client lifecycle—from onboarding to CRM management,value realization, and renewals—while driving further adoption of services acrossmultiple client accounts. I excel in providing personalized 1:1 coaching andmeticulously monitor customer metrics such as implementation, adoption, upselling,and utilization to identify areas for improvement, aligning with my strong problem-solving and critical thinking abilities.• Actively contribute to strategic initiatives, collaborating with stakeholdersto implement resolution-driven performance strategies that enhance clientsuccess. I excel in project management, taking the lead on specific projectsassigned by journey leaders and utilizing data-driven analysis to driveoutcomes that improve customer experience and operational readiness fordigital solutions. Moreover, I prepare comprehensive reports,presentations, and briefing materials for executives, presenting data-driveninsights and recommendations to support decision-making processes.• Spearheaded the procurement and implementation of a new department, specifically in Business Banking and Risk. This initiative resulted in substantial cost savings of over $500,000 quarterly,showcasing my project management skills and ability to drive impactful organizational changes.• Proactive, energetic, and adept troubleshooter, skilled at navigatingunknown and challenging situations while maintaining exceptional servicestandards. Demonstrated ability to meet and exceed monthly goals.Achieved a 24% improvement in team Quality Assurance performancescores within 7 months and elevated Customer Satisfaction scores from62.3% to 86.4% within the same timeframe for a CSM Risk Team,surpassing the stretch goal of 75%.

Traveling Retail Store manager covering the Southeast region, I journeyed to variousunderperforming stores, undertaking training, development, and staff replacementsto align locations with company standards.• Recruited, interviewed, trained, and onboarded team members usingWorkday. I oversaw product management for consumers and MobileExperts. I provided comprehensive training on B2B strategies and salestechniques, empowering employees to acquire, retain, and manage theirportfolio of business accounts effectively.• Under my direction, I established and executed sales processes for a teamof Mobile Experts and Assistant Retail Managers, leading to a 10%quarterly expansion in store traffic through targeted marketing initiativesacross platforms like Salesforce, social media, and networking events.Resulting in a 40% monthly sales quota surpass at a high-volume location.• Through Individual Development Plans (IDPs), I nurtured team growth andadvancement, offering real-time coaching and weekly feedback on KeyPerformance Indicators (KPIs). Notably, 6 Assistant Retail Managers werepromoted to Retail Store Managers, and 12 Mobile Experts advanced toAssistant Retail Managers & Loyalty Experts under my leadership andguidance.