tristan santos

client success manager

About

Customer success leader with 15 years of combined experience in client success, account, project, operations, and supply chain management. Experienced in supervision, training & development, coaching, and documentation of policies and procedures. Proficient in various user interface technologies that include CRM and customer service platforms like Salesforce, Zendesk, SAP and Oracle; Microsoft Office suite, Windows, and iOS.

Country

united states

City

oaklyn

Industry

computer software

Skill

operations management, management, supply chain management, logistics, process improvement, team leadership, inventory management, team building, customer satisfaction, supply chain, call centers, cross functional team leadership, warehousing, account management, transportation, 3pl, coaching, employee training, business process improvement, leadership, negotiation, customer experience, reverse logistics, customer relationship management, program management, performance management, recruiting, customer service, training, training and development, organizational development, salesforce.com, strategic planning, crm, interviews, logistics management, customer support, third party logistics, search engine optimization, project management, project planning, data analysis, interviewing, customer negotiations, zendesk, sap, seo copywriting, seo audits

Experience

operations manager, global logistics center

choice logistics

2012-1 - 2014-8 · 2 yrs 8 mos

* Held different positions * started out as a call center rep and ended as an operations manager overseeing a global command center with a $2.5M FTE budget * Collaborated with department managers and directors * implemented and revised client business rules * managed KPI metrics and guided quality assurance * administered employee reviews and developed training and coaching opportunities. April 2007 * December 2011 * Call Center Supervisor November 2005 * April 2007 * Call Center Team Lead

client success manager

hhaexchange

2019-5 - Present · 7 yrs 5 mos

account manager

servicemaster by alliance

2017-11 - 2019-5 · 1 yr 7 mos

* Reported to the company's co-presidents * managed client proposals and renewals, inside sales, client escalations * oversaw customer success department * administered Cleantelligent (customer escalation software) and Salesforce * analyzed escalation post-mortems and recommended solutions * managed administrative tasks for the production division * ran job costing and labor analyses * collaborated with billing, payroll, HR, and executive management frequently

project success manager at upwork

upwork

2015-9 - 2017-11 · 2 yrs 3 mos

* Directed a team of recruiters to facilitate sourcing efforts across different verticals - mobile or web development, writing, admin support, etc. - for high-value and enterprise clients * Advocated for enterprise clients’ interests and often communicated with C-level executives or key decision makers * Provided onboarding support and educated clients on best practices via email, chat, or by phone * Served as the client’s conduit with other departments such as marketplace quality, risk management, payment resolution, customer support * Guided clients to effectively draft job posts by using strategic keywords and skill tags to maximize optimization * Investigated and analyzed post-mortems and addressed process inconsistencies, then designated or escalated to the appropriate department for resolution * Identified opportunities to upsell premium services and ensured client satisfaction * Managed tasks on Salesforce * Worked with department management and recommended programmatic improvements based on client experience and performance metrics