Customer Success Executive

Rate, USD
Not specified
Work schedule
Full Time,
Language skills
English, Spanish
Hire me

Hire me

Jobicy Account
You need an employer account to access the resume database.

About me

Dynamic and results-driven professional with over 10 years of experience in business process transformation, account management, and driving operational excellence. Proven ability to lead large-scale initiatives that enhance efficiency, improve customer satisfaction, and contribute to organizational growth. Adept at cross-functional collaboration, change management, and stakeholder engagement. Committed to leveraging analytical skills and a solution-oriented mindset to tackle complex challenges, optimize workflows, and achieve strategic objectives. Strong leadership qualities complemented by exceptional communication and project management skills. Seeking to bring hands-on experience and transformative leadership to a director-level role in a growth-oriented organization.


2018/2020 MBA @ University of Houston
2010/2014 Bachelors of Arts @ Stephen F. Austin State University


July 2021 - Present Owner @ Depicted Legacy Beauty

– Established Depicted Legacy Beauty and personally invested capital to fuel its growth, resulting in significant revenue increases through creative sales tactics and premium customer service.
– Spearheaded the transformation and modernization of all business processes, including sales operations and revenue management, to streamline quote-to-cash cycles.
– Integrated cutting-edge technologies to elevate customer service, leading to increased sales and customer retention rates.
– Utilized key digital tools like Salesforce to refine both customer and employee experiences, achieving remarkable operational results.
– Demonstrated expertise in managing Profit & Loss (P&L) statements, ensuring the business remained profitable while scaling operations.

02/2020 - 07/2023 VP of Customer Experience @ Retail Ecommerce Ventures

– Developed comprehensive customer experience policies and procedures for 8 distinct brands under the Retail Ecommerce Ventures umbrella, standardizing best practices across the organization.
– Spearheaded vendor relationships essential to the customer journey, including negotiating contracts and ensuring seamless integration of services.
– Oversaw global hiring initiatives for customer service, successfully staffing remote call centers across multiple regions.
– Directed UI/UX development for all customer experience platforms, resulting in enhanced customer engagement and satisfaction.
– Managed multiple ongoing projects focused on customer service improvements, ensuring timely completion and alignment with business goals.
– Collaborated closely with the technology team to develop and implement customer-facing web developments, enhancing usability and boosting customer retention rates.
– Led cross-functional teams to strategize and execute initiatives aimed at optimizing the customer experience, contributing to revenue growth and brand loyalty.
– Established key performance indicators (KPIs) and metrics to regularly evaluate and report on customer experience effectiveness, driving continuous improvement.
– Championed change management strategies to ensure the successful implementation of new customer experience policies and technologies.
– Maintained up-to-date knowledge of industry trends and competitor strategies to keep Retail Ecommerce Ventures at the forefront of customer experience innovation.

08/2017 - 06/2020 Owner/CEO @ Depicted Legacy LLC

– Founded and led Depicted Legacy LLC, a call center specializing in customer service and sales solutions, managing high-profile campaigns for clients like Disney Cruise Line, Carnival Cruise Line, and Dressbarn.
– Spearheaded business development initiatives that successfully acquired lucrative contracts with major companies in the travel and retail sectors.
– Oversaw a team that scaled from 5 to over 100 remote agents, ensuring optimal performance and client satisfaction.
– Developed and implemented campaign strategies tailored to client needs, resulting in increased customer engagement and ROI for clients.
– Established comprehensive performance metrics and KPIs to monitor campaign effectiveness and make data-driven adjustments.
– Managed all aspects of Profit & Loss (P&L) to ensure business sustainability and growth.
– Demonstrated expertise in process optimization, achieving operational efficiency without compromising on service quality.

05/2014 - 08/2017 Senior Account Manager @ Revention POS

– Managed a portfolio of over 1,000 accounts in the restaurant and hospitality industry, providing consultative sales and account management services for Revention POS’s SaaS solutions.
– Developed and executed account strategies that led to increased customer retention, upsells, and cross-sells, contributing significantly to revenue growth.
– Served as the primary point of contact for clients, ensuring prompt resolution of queries and issues, thereby achieving high customer satisfaction ratings.
– Collaborated with product development and customer support teams to tailor solutions to specific client needs, enhancing product value and customer experience.
– Conducted regular business reviews and performance evaluations, utilizing metrics and analytics to identify areas for improvement and growth opportunities.
– Leveraged strong relationships with clients to gather insights and feedback, contributing to product development and customer experience optimization.
– Successfully navigated complex sales cycles, negotiating contracts that aligned with both customer objectives and company goals.

Recommend this talent

Related resumes

Recommend this specialist