Senior Customer Success Specialist

Directed customer onboarding initiatives to accelerate product adoption and build client confidence in enterprise solutions. Built and maintained long-term customer relationships by proactively identifying needs, addressing concerns, and reducing churn risk.

Delivered coaching, feedback, and improvement plans that strengthened customer engagement and service quality. Used Salesforce CRM to manage account activities and success planning, while collaborating with internal teams on issue resolution, upsell opportunities, policy compliance, and data security.

Provided hardware troubleshooting, technical support, large-scale data recovery, critical data transfers, and storage-process management while complying with security requirements. Leveraged Salesforce and Oracle to manage customer interactions, review support tickets, and streamline issue resolution.

Led customer service teams through coaching, performance feedback, professional development, and performance improvement plans. Built customer relationships, recommended tailored solutions, and exceeded sales and customer satisfaction goals through consultative service.

Delivered customer-focused CyberArk Vault solutions aligned with client security requirements, organizational policies, and compliance standards. Advised customers on role-based access management, security best practices, and successful solution adoption.

Managed customer support cases through ASA systems, ensuring timely responses and resolutions. Combined technical security expertise with consultative support to address customer challenges, support business growth, and maintain long-term customer satisfaction.

Managed compliance reviews for online savings accounts while maintaining a customer-focused approach to service delivery. Used Oracle systems to track workflows, monitor performance, and resolve customer issues efficiently.

Developed action plans to improve operational efficiency and customer outcomes. Conducted coaching sessions and performance evaluations to strengthen service quality, KPI achievement, continuous improvement, and compliance with regulatory and organizational requirements.

Business Administration Technician program.