Paulette Ethridge Email & Phone Number

New York City Metropolitan Area

Acted as main point of contact for inbound inquiries from admins, resolving issues promptly to maintain customer satisfaction.Provided specialized services to admins, resulting in a 25% reduction in issue resolution time.Educated and supported customers on Justworks' product and service offerings, resulting in a 15% increase in customer retention rates.Simplified complicated concepts for customers, reducing support ticket volume by 20%.Demonstrated professionalism and compassion in handling sensitive customer matters, reducing escalations by 30%.Collaborated with internal teams to address customer inquiries and provide timely information on account health.Analyzed and provided data related to retention, contributing to strategic decision-making and improving customer satisfaction.

New Jersey, United States

I am currently seeking a Customer Success Manager/Specialist role within healthcare or technical organization.

United States

• Streamlined the documentation process of 30+ accounts daily, ensuring detailed and accurate records through comprehensive investigations and meticulous recording of customer interactions. • Drove improvements in product and service delivery by effectively bridging communication between customers and internal teams, ensuring swift resolution of issues and valuable feedback incorporation. • Significantly improved decision-making and service quality through diligent documentation and management of customer interactions, fostering a comprehensive and accessible database for strategic use. • Managed interactions across multiple channels skillfully, resulting in a customer satisfaction rate of over 95%. • Consistently exceeded productivity goals by 15%, demonstrating a commitment to exceeding objectives.

New York City Metropolitan Area

Results-driven Client Success Manager with a track record of hitting revenue targets and delivering exceptional customer service. Monitored metrics, developed actionable insights to improve efficiency, and made data-informed decisions to optimize performance.Provided white glove customer service, including onboarding, training, and troubleshooting for upper mid-market companies with 500-1000 employees, managing 95 high-value accounts.Collaborated proactively with internal teams to communicate customer needs, ensuring smooth cross-functional operations and achieving 0% churn. Increased product adoption by over 30%, resulting in meeting 100% revenue targets.

Secaucus, New Jersey, United States

Compiled data and reviewed information for accuracy prior to input, providing a high level of attention to detail and quality control.Spearheaded personalized benefits education to drive a 45% increase in employee enrollment, elevating benefits utilization and enhancing employee well-being.Managed a high volume of customer issues through phone, chat, and email, ensuring 99% accuracy and top 10% performance in quality assurance evaluations.Conducted yearly open enrollment for 500+ employees, serving as the primary resource for health care, dental, vision, 401(k), and other benefits, processing policy changes, and maintaining client satisfaction.

911 Broadway, New York, Ny

Grew sales by 15% boosted profits, applied proactive management strategies, and enhanced sales training, resulting in a significant increase in revenue.Provided exceptional customer service and cross-selling recommendations to promote sales.Mentored and trained a team of 4 associates on customer-centric techniques and product knowledge.Achieved 85% increase in quarterly revenue quotas through effective cross-selling efforts.

1 Metlife Stadium Dr, East Rutherford, Nj 07073

As a concessions cashier responsibilities included ringing up orders, assisting clients with their concerns or questions, expedited food orders, and clean concession stands.

United States

Applied fair grading practices consistently to evaluate students' work and assign letter or number values, resulting in a high level of student engagement and achievement.

Jersey

Contacted share/stockholders to obtain their votes on the change in policy.

Financial Planning And Services

Master Of Business Administration - Mba, Health/Health Care Administration/Management, 3.7

Bachelor Of Arts - Ba, Biology, General, 3.0