Alicia Pettey
Customer Success
Toronto,ON
Summary
Multi-tasking Team Leader with 6+ years of experience, adept at leading teams to exceed KPIs and elevate customer satisfaction through innovative strategies and analytical problem-solving. Well-known for executing successful, new engagement and sales initiatives. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success.
Overview
7
7
years of professional experience
Work History
Team Lead - Customer Success
Street Context
04.2023 - Current
- Empowered Customer Success team, over-achieving target KPIs through effective leadership and relationship-building
- Developed succession planning strategies to ensure continuity of leadership within the team and facilitate smooth transitions during organizational changes.
- Streamlined team processes, enhancing productivity and significantly improving client satisfaction rates
- Partnered with cross-functional teams to identify and solve customer challenges
- Elevated customer success strategies by integrating innovative solutions that enhanced user experience.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Recruited, interviewed and hired employees and implemented a mentoring program to promote positive feedback and engagement.
Customer Success Manager
Street Context
08.2022 - 04.2023
- Enhanced overall company success metrics
- Analyzed customer feedback to identify areas for improvement, leading to account expansion and increased revenue.
- Transformed client feedback into actionable service improvements
- Introduced a client education program, enhancing product understanding and usage
- Exhibited strong skills in communication and account management
- Optimized CRM usage, improving data accuracy and team productivity
- Led team in training sessions on product features, boosting team confidence and client relations.
Account Manager
TouchBistro
07.2021 - 08.2022
- Spearheaded strategic conversations with a roster of 250 clients, unearthing product expansion and retention opportunities
- Pioneered product onboarding for all 8 TouchBistro Products, leading to an increase in product installments.
- Employed Excel and Salesforce to streamline client engagement and account health
- Proactively engaged clients every quarter to initiate training and sales calls, identifying areas of opportunity
- Analyzed client data to drive a 97% NPS through strategic engagement and account management
- Boosted sales through strategic client engagement and product training
- Led a 25-member team in product understanding, significantly raising client satisfaction
- Orchestrated a client feedback loop, refining product features and enhancing user satisfaction.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
Lead Account Manager - Travel Sales
Kensington Tours
12.2019 - 07.2021
- Spearheaded sales operations, leading a team to achieve and exceed monthly and quarterly sales targets.
- Develop and implement strategic sales plans to drive revenue growth and increase market share within the travel industry.
- Foster strong client relationships through personalized service and tailored travel recommendations, resulting in high customer satisfaction and repeat business.
- Train and mentor sales team members, guiding sales techniques, product/country knowledge, and customer service best practices.
- Analyze market trends and customer preferences to identify opportunities for new business development and product offerings.
- Effectively resolved customer complaints, ensuring positive outcomes that led to repeat business or referrals from satisfied clients.
Account Manager - Travel Sales
Kensington Tours
04.2018 - 12.2019
- Crafted 250+ unique travel itineraries, surpassing 100k monthly sales targets
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Initiated partnerships, boosting itinerary customization and client satisfaction
- Monitored client feedback and refined services for higher repeat business
- Fostered team spirit to meet targets, resulting in a 20% sales increase
- Optimized CRM database, improving client engagement accuracy by 30%.
Operations Manager
Cake And Loaf Bakery
07.2017 - 11.2018
- Managed daily operations at Cake And Loaf Bakery, ensuring smooth workflow
- Elevated sales by setting and surpassing benchmarks, directly enhancing team performance
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Fostered team growth by implementing incentive programs, boosting morale and sales achievements
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Revamped POS system operations, streamlining cash management and improving transaction accuracy
- Cut operational costs by 10% through efficient resource management
- Introduced a loyalty program, increasing repeat business by 15%
- Enhanced inventory tracking, reducing waste by 5%.
Education
Bachelor's degree - History & Political Science
Brock University
Advanced Masters - Museum Studies
Algonquin College of Applied Arts and Technology
Skills
Idea Development and Brainstorming
Revenue Forecasting
Adaptability and Flexibility
Effective Communication
Documentation And Reporting
Problem-solving aptitude
Goal Setting
Technical Support
Relationship Building
Timeline
Team Lead - Customer Success
Street Context
04.2023 - Current
Customer Success Manager
Street Context
08.2022 - 04.2023
Account Manager
TouchBistro
07.2021 - 08.2022
Lead Account Manager - Travel Sales
Kensington Tours
12.2019 - 07.2021
Account Manager - Travel Sales
Kensington Tours
04.2018 - 12.2019
Operations Manager
Cake And Loaf Bakery
07.2017 - 11.2018
Bachelor's degree - History & Political Science
Brock University
Advanced Masters - Museum Studies
Algonquin College of Applied Arts and Technology