![Shae Rodriguez](https://jobicy.com/react/themes/app/images/avatar.jpg) Shae Rodriguez # Customer Success Executive Actively looking · Member since 31 Aug 2023 [Message](https://jobicy.com/dashboard-page.md) ShareLocationUnited StatesDesired salaryUnspecifiedWork preferenceFull TimeExperience levelNot set * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryDynamic 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. ## Skills 26 capabilities[A B Testing](https://jobicy.com/talent/a-b-testing.md)[Amazon Web Services (AWS)](https://jobicy.com/talent/amazon-web-services-aws.md)[B2B](https://jobicy.com/talent/b2b.md)[B2C](https://jobicy.com/talent/b2c.md)[Brand Strategy](https://jobicy.com/talent/brand-strategy.md)[Budget Management](https://jobicy.com/talent/budget-management.md)[Business Administration](https://jobicy.com/talent/business-administration.md)[Client Relationship Management](https://jobicy.com/talent/client-relationship-management.md)[Contract Negotiation](https://jobicy.com/talent/contract-negotiation.md)[CRM Management](https://jobicy.com/talent/crm-management.md)[Customer Journey Mapping](https://jobicy.com/talent/customer-journey-mapping.md)[DevOps](https://jobicy.com/talent/devops.md)[Forecasting](https://jobicy.com/talent/forecasting.md)[Google Data Studio](https://jobicy.com/talent/google-data-studio.md)[Jira](https://jobicy.com/talent/jira.md)[NetSuite](https://jobicy.com/talent/netsuite.md)[Operations Management](https://jobicy.com/talent/operations-management.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Project Management](https://jobicy.com/talent/project-management.md)[Salesforce](https://jobicy.com/talent/salesforce.md)[Scrum](https://jobicy.com/talent/scrum.md)[Shopify](https://jobicy.com/talent/shopify.md)[Social Media Management](https://jobicy.com/talent/social-media-management.md)[UI UX](https://jobicy.com/talent/ui-ux.md)[Vendor Management](https://jobicy.com/talent/vendor-management.md)[Zendesk](https://jobicy.com/talent/zendesk.md) ## Experience Career history ### Owner · Depicted Legacy Beauty July 2021 – Present- 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. ### VP of Customer Experience · Retail Ecommerce Ventures 02/2020 – 07/2023- 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. ### Owner/CEO · Depicted Legacy LLC 08/2017 – 06/2020- 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. ### Senior Account Manager · Revention POS 05/2014 – 08/2017- 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. ## Education Learning history ### University of Houston 2018/2020MBA ### Stephen F. Austin State University 2010/2014Bachelors of Arts This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.