Vienna Cummins
Customer Success Manager
Collingwood
Summary
I am a bright and bubbly individual. I have a fantastic skill set of communication skills. I'm an analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
My work experience is heavily based around strong communication and problem solving in fast paced environments.
Overview
5
5
years of professional experience
Work History
Customer Success Manager
Squizify
03.2023 - 12.2024
- I manage a portfolio of accounts, ensuring customer satisfaction and long term retention.
- This involves: Addressing concerns, finding tailored solutions, communication with all key stakeholders, conducting training and onboarding sessions with anyone required and ensuring our best chance to take them from a trial-based customer to a paying customer
- Additionally in my role, I assist with projects on the side, including marking incentives and rollout plans.
- Analysing customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Conducting regular account reviews to assess progress and strategize future growth opportunities for clients.
- Nurturing long-term partnerships by maintaining open lines of communication and providing consistent support.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Created customer support strategies to increase customer retention.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Implemented customer feedback loops, integrating customer suggestions into product development for enhanced user experience.
Customer Success and Sales
HungryHungry
07.2022 - 03.2023
- I managed a portfolio of accounts, ranging from small businesses to franchises
- Helped to develop customer support strategies to increase customer retention
- Monitored customers progress and address and inquiries with a timely and accurate response
- Conducted periodic user training sessions to support customer understanding and utilisation
- Established strong relationships with key stakeholders, resulting in increased customer loyalty
- Collaborated with the Customer Success, Sales and Product team to address customer success objectives
- Monitored metrics and developed actionable insights to improve efficiently and performance
- Additionally, I also created deals and signed on new businesses from fostering strong relationships
Onboarding Specialist
HungryHungry
08.2019 - 07.2022
- I supported with the onboarding of new customers by building a strong rapport and ensuring easy transition to launching and adoption of our product
- Going on-site to assist with implementation and launch
- Doing thorough quality assurance checks of the account prior to launch
- Assisting post launch to ensure there is a sufficient amount of adoption and growth
- Helping with building new processes to develop more efficient outcomes
Customer Support
HungryHungry
09.2020 - 09.2021
- Streamlined help desk processes to increase efficiency and quality of customer support interactions.
- Reduced client attrition rates by providing outstanding customer support and promptly addressing concerns or issues when they arose.
- Delivered exceptional customer support, addressing complex issues promptly and effectively to maintain client satisfaction levels.
- Provided exceptional customer support by addressing user concerns and offering tailored solutions for their needs.
- Facilitated smooth communication between internal teams like sales, logistics, customer support for better order fulfillment process.
- Supported post-activation as needed, further enhancing client relationships and promoting brand loyalty.
- Addressed concerns, or requests in a professional manner.
- Decreased response time by implementing an effective ticketing system for customer support requests.
Retail Manager
Ginger & Smart
08.2019 - 09.2020
- Controlled store inventory and reviewed cash handling and operations reports.
- Improved customer satisfaction through proactive engagement, attentive service, and efficient problem resolution.
- Trained and developed new employees for ease of transition into team.
- Led a team of retail associates to achieve sales targets and deliver outstanding customer experiences.
- Prioritized excellent customer service through continuous monitoring of employee interactions with shoppers.
- Completed daily paperwork and computer entry of sales data as established by management.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Coordinated special events such as holiday promotions or clearance sales to drive additional business.
Education
Bachelor of Communications and Media Studies - Public Relations
University of Auckland
Certificate of Proficiency - undefined
WSET Level 1 & 2 certificate - undefined
Wine and Spirit Education Trust
Skills
Customer relationship building
Customer service
Customer advocacy
Training and mentoring
Account management
Team building
Maintaining calm
Proactive problem solver
Work great in a team
Written communication
Adaptability
Continuous improvement
Interpersonal relations
Activities
- Started Post Graduate Diploma of Science in 2022, completed first year but could not continue due to relocation., Completed first year
- Certificate of Proficiency and completed courses from the Wine and Spirit Education Trust, obtaining WSET Level 1 & 2 certificates.
Timeline
Customer Success Manager
Squizify
03.2023 - 12.2024
Customer Success and Sales
HungryHungry
07.2022 - 03.2023
Customer Support
HungryHungry
09.2020 - 09.2021
Retail Manager
Ginger & Smart
08.2019 - 09.2020
Onboarding Specialist
HungryHungry
08.2019 - 07.2022
Certificate of Proficiency - undefined
WSET Level 1 & 2 certificate - undefined
Wine and Spirit Education Trust
Bachelor of Communications and Media Studies - Public Relations
University of Auckland
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