Customer Success Lead

– Showcased comprehensive software and hardware expertise to optimize customer experience and loyalty resulting in 98% NPS rating
– Successfully trained and mentored sales team of 20, resulting in consistent improvement of sales targets and improved customer experience measured by 90% positive NPS rating and 30% improvement towards sales goal

– Acted as the primary resource for new strategies and practices, providing support for escalated customer interactions and team member assistance
– Collaborated with management to implement effective strategies, train team members, and contribute to overall store performance and customer satisfaction measured by team reaching #2 in a 34 store market

– Managed key aspects of technical service delivery to ensure smooth operations and goal of 0% shrink
– Collaborated closely with customers and internal technical support teams to deliver outstanding customer service

– Oversaw the accurate receipt, organization, and distribution of serialized inventory, collaborating with technical teams for audits and maintaining meticulous records
– Contributed to process improvement efforts, ensuring compliance, minimizing discrepancies, and optimizing inventory management procedures for increased operational efficiency

– Mentored and trained specialists on weekly metrics, enhancing customer experience and product knowledge resulting in team members improved sales metrics of at least 30%
– Implemented new systems and processes to improve sales team efficiency
– Facilitated meetings and labs to optimize customer journey for various operational models during
pandemic