Kelsey Griffin
Flowood
Summary
Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Account Manager
Paper Education
12.2024 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Created sales forecasts to target daily, monthly and yearly objectives.
Customer Success Manager
Imagine Learning
07.2023 - Current
- Oversaw key customer relationships to close strategic opportunities.
- Monitored KPIs to assess customer engagement.
- Drove customer escalations to resolution by engaging directly with clients.
- Met with customers to discuss best practices and drive outcomes.
- Developed and established new relationships to drive company growth.
- Collaborated with cross-functional teams to establish customer success programs.
- Negotiated short- and long-term contracts with sales associates, franchisees and customers.
Senior Sales Development Representative
Class Technolgies
01.2022 - 07.2023
- Created sales strategies to promote advertising offerings and motivate larger deals.
- Developed innovative business plans and sales strategies for vertical markets.
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Created call scripts, prospecting emails and other resources to drive consistency of messaging.
- Maintained professional network of potential clients and business opportunities.
Operations Specialist
Belk
08.2017 - 01.2022
- Executed and optimized operational responsibilities to promote seamless delivery of services.
- Evaluated and reported on department metrics to upper management.
- Developed action plans based on analysis findings and implemented solutions.
- Investigated and completed reports for work-related injuries, submitting paperwork to appropriate insurance carriers.
Education
Bachelor of Science - Elementary Education
Mississippi State University
Starkville, MSAssociate of Arts -
Hinds Community College
Master of Science - Instructional Technology
Mississippi State University
Starkville, MSSkills
- Sales Proficiency
- Customer Service
- Client Relations
- Report Analysis
- CRM Software
- Customer Relationship Building
- Pipeline Development
Certification
- Licensed Educator (MS)
Education and Training
other,other
Timeline
Account Manager
Paper Education
12.2024 - Current
Customer Success Manager
Imagine Learning
07.2023 - Current
Senior Sales Development Representative
Class Technolgies
01.2022 - 07.2023
Operations Specialist
Belk
08.2017 - 01.2022
Associate of Arts -
Hinds Community College
Bachelor of Science - Elementary Education
Mississippi State University
Master of Science - Instructional Technology
Mississippi State University
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