Customer Success Manager
Excellence in driving client engagement, satisfaction, and long-term partnerships for sustained success.
Dynamic and results-driven professional with extensive experience in customer success management, client engagement, and strategic account management in a health-related field. Proven expertise in nurturing long-term relationships, driving client satisfaction, and aligning client goals with organizational strategy. Adept at cross-functional collaboration, implementing successful programs, and managing complex client requests to ensure exceptional client outcomes.
Agile and dedicated account leader who takes pride of ownership; continuously delivers the highest quality of service to not just meet, but to exceed all customer expectations.
Commitment to customer service is evidenced by consistent ability to build and maintain relationships with both internal and external customers, from the ground up.
Offers a wealth of additional experience to include strong listening and negotiations skills, complex problem-solving, excellent time management, and long-range planning abilities which all support bottom-line growth and greater market penetration for the company.
Technical Skills: Apple Productivity, CRM Systems, Monday.com, Microsoft Office Suite
- Client Success & Retention
- Strategic Account Management
- Revenue Generation
- Strategic Planning & Consulting
- CRM & Client Communication Tools
- Client Engagement & Satisfaction
- Relationship Building
- Data-Driven Insights & Reporting
- Issue Resolution
- Business Growth Strategies
- Cross-Functional Leadership & Collaboration
- Client Engagement & Satisfaction
AdaptHealth • Plymouth Meeting, PA
Licensing and Credentialing Specialist
July 2024 – September 2024
Ensured regulatory compliance by managing healthcare licensing, credentialing, and enrollment. Proactively addressed incidents and supported compliance with federal healthcare regulations. Strengthened client relationships through active collaboration with various teams, managing escalations, and optimizing client interactions to enhance satisfaction.
Managed healthcare enrollment and licensing processes, aligning compliance efforts with client needs.
Collaborated with cross-functional teams to address complex client issues, ensuring timely resolution.
Administered compliance tracking databases, delivering seamless support for client accounts.
Accreditation Commission for Health Care, Inc. • Cary, NC
Customer Experience Manager
January 2022 – November 2023
Led a team of direct and indirect reports, managing high-profile client accounts. Spearheaded the development and implementation of client engagement strategies, ensuring alignment with client objectives to enhance outcomes and maximize satisfaction.
Cultivated and maintained relationships with key client stakeholders to ensure consistent renewal and retention.
Led strategic reviews to align client roadmaps with desired outcomes, improving client satisfaction metrics. Directed initiatives that improved Net Promoter Scores (NPS) by 72%, driving enhanced service delivery.
Customer Experience Team Lead
April 2021 – January 2022
Promoted to manage a six-member team, focusing on optimizing customer account handling. Led cross-functional efforts to improve client processes and satisfaction.
Designed new client communication templates and operational processes, leading to a significant reduction in client service delays.
Developed a process for equitable workload distribution, enhancing team productivity and client outcomes.
Account Advisor
January 2013 – April 2021
Managed 20 corporate accounts with up to 5,000 locations, achieving a 100% retention rate. Worked closely with clients to identify growth opportunities and align business strategies.
Played a pivotal role in doubling the national account portfolio, contributing over $7M in revenue growth.
Partnered with the national account executive team and paved the way for significant business expansion; served a key role in doubling the company’s portfolio of national accounts by identifying gaps in processes directly related to meeting customer needs.
Drove year-over-year improvements in Net Promoter Score (NPS) and customer satisfaction by promoting a customer-first approach within the team and across client interactions.
Scheduling Coordinator | Accreditation Commission for Health Care (2013-2018)
Dually spearheaded the digital transformation of scheduling operations for the Durable Medical Equipment and Pharmacy arms of the business. Acted as the primary point person for scheduling initiatives, offered expert guidance to customers, refined the quality and educational impact of survey interactions. Successfully met and exceeded multifaceted customer requirements and expectations.
B2B Account Manager | TigerDirect (2008-2011)
Entrusted to manage 150+ national accounts, acting as a liaison between the customer and internal teams to ensure timely and successful delivery of business solutions. Developed a trusted advisor relationship with key accounts, stakeholders, and executive leaders resulting in generation of over $1.3M+ in sales during tenure.
Police Officer | U.S. Capitol Police (2003-2007)
Successfully upheld the safety and security of the United States Capitol building. Demonstrated a robust knowledge of police procedures, emergency response, and investigative protocols. Displayed skills in conflict resolution with the ability to make quick, strategic decisions in high-pressure situations. Exhibited a commitment to serving with integrity, protecting the President, Vice President, lawmakers, staff, and visitors with unwavering dedication through diligent patrol, monitoring, and community engagement.
Damage Controlman Third Class | U.S. Navy (1995-1998)
Honorably discharged with commendation for reenlistment following a two-year deployment in Italy on the USS Barry DDG-52. Managed and mentored a dedicated team of 10 to 15 members with a focus on operational excellence, safety and training on shipboard firefighting techniques to support fellow sailors.
University of Phoenix | Master of Science – Accounting
Pennsylvania State University | Bachelor of Science – Criminology