Trish Johnston

• Create customer support strategies to increase customer retention.
• Reviewed products and user documentation to assess compliance with client success processes.
• Managed senior-level personnel working in marketing and sales capacities.
• Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
• Analyzed client data reports to ascertain renewal risk while assessing account trends.
• Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
• Maintained high level of understanding regarding industry trends, legislation, compliance, and competitor activity.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Tailored customer relationships by determining expected needs and finding correct solutions.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Managed a diverse portfolio of clients, ensuring timely delivery of products and services to meet their unique needs.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Generated reports and communicated results to stakeholders to provide insights into customer success.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Established strong relationships with key customers, resulting in increased customer loyalty.
• Defined clear targets and objectives and communicated to other team members.
• Served as the primary point of contact between clients and company personnel, facilitating effective communication channels.
• Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
• Coordinated training sessions for clients on new product features, enhancing user adoption rates and overall satisfaction levels.

I managed up to forty agents by monitoring, identifying, and resolving any performance/attendance issues
using progressive management techniques and tools. In this capacity I also provided appropriate coaching and
feedback, monitored call quality, payroll management and quarterly performance reviews.

As a successful leader I had developed nine agents from online support roles to an offline position, requiring the
ability to coach their peers as well as have extensive contact with corporate clients and their customer base.
Two of these agents were promoted into a management roll.

I was responsible for successfully implementing/managing a Billing Project and Billing Offline Team. This
required me to; hire staff, train agents, work with a client to create processes, identify training and process
gaps, scheduling, travel to the United States, bi-weekly conference calls, and coach agents to maximum
performance.