Inez Roberts
San Jose
Summary
Dynamic Account Executive and Customer Success professional with a decade of experience delivering exceptional customer service and fostering strong relationships. Adept at providing world-class service while strategically controlling costs in growth-focused environments and collaborating effectively with teams. Renowned for maintaining a consistently friendly and professional demeanor while expertly managing diverse customer needs in high-volume call center settings. Proven ability to streamline workflows and leverage team strengths to consistently meet and exceed service quotas.
Overview
8
8
years of professional experience
Work History
Resident Service Corinator
Staffing Locators (John Stewart Company)
San Jose, CA
01.2026 - Current
- Managed property maintenance and compliance with regulations to support operational efficiency.
- Managed tenant interactions, ensuring timely responses to inquiries and effective resolution of complaints.
- Achieved successful lease administration through effective management of the leasing process, including strategic advertising of units and thorough screening of potential tenants.
- Assisted in collecting rent and managing financial records. Maintained organized documentation of transactions. Supported timely rent collection efforts.
- Supported compliance with local laws and regulations, including HUD and tax credit requirements.
Customer Service / Account Management
UniFirst Uniform Service
San Jose, CA
10.2024 - 12.2025
- Achieved seamless onboarding for new accounts through effective agreement setup and recertification processes. Enhanced client understanding of account management procedures, resulting in improved satisfaction. Strengthened communication channels between clients and internal teams to streamline onboarding.
- Responded to customer calls and emails, providing solutions to inquiries related to products, services, and order status.
- Processed customer orders and facilitated credits and exchanges. Assisted in managing accounts receivable by contacting past due accounts.
- Facilitated administrative support for sales team while identifying opportunities for additional UniFirst products and services.
- Achieved efficient data management through meticulous record-keeping and data entry. Enhanced office workflow by providing essential administrative support. Contributed to a well-organized office environment, fostering improved team collaboration.
- Executed the company escalation process to resolve customer complaints and conflicts, enhancing overall customer satisfaction.
- Cultivated strong client relationships through consistent communication and proactive issue resolution.
Customer Service Representative
Cintas Fire
Fremont, CA
09.2023 - 08.2024
- Account specialist dispatcher and scheduler
- Answering customer calls providing prompt issue resolution, data entry assisting in account reconciliation
- Preparing reports, invoices and quotes
- Processing new accounts and orders
- Making outbound customer calls to obtain information and follow ups to resolve customer issues
- Occasionally working on miscellaneous projects.
Customer Account Executive
Winward International
Fremont, CA
05.2021 - 06.2023
- Manage B2B client’s engagement on all, support, and product including trial periods with existing and new clients. Provide data-driven insights.
- Manage the onboarding and provide training to clients in both on-site and remote sessions.
- Maintain an understanding of the ongoing trends and events relevant to Windward’s clients.
- Provide client feedback internally. Create policies and procedures that optimize the customer experience
- Data and order entry/ order taking / on phone/ Email/ attend.
- Assist with the entire sales cycle for the team’s accounts from proposal to product set up and account management.
- Process daily orders, provide order status updates and inventory updates to our customers.
- Provide professional after-sales support and customer service support. Prepare reports and data analysis for the management team.
- Assist with updating the company’s websites & e-commerce website as needed.
- Work collaboratively with our internal teams across the company.
- Keep detailed logs and information organized.
MEMBER SUCCESS ASSOCIATE-(Training Program)
BetterHelp
Mountain View, CA
06.2020 - 12.2020
- Provided service as main point of contact for members and counselors by interacting with over 150-180 emails a day keeping a percentage of 95% accuracy.
- Assisted users by resolving day to day issues, provided high level support ensuring high level service improving their experience.
- Maintain productive communication to get feedback and improve satisfaction.
- Helped the product and service get better by retaining and implementing user’s feedback, issues and requests into the product.
- Upheld strict quality control policies and procedures during customer interactions.
MEMBER SUCCESS ASSOCIATE-(Training Program)
BetterHelp
Mountain View, CA
06.2020 - 12.2020
- Provided service as main point of contact for members and counselors by interacting with over 150-180 emails a day keeping a percentage of 95% accuracy.
- Assisted users by resolving day to day issues, provided high level support ensuring high level service improving their experience.
- Maintain productive communication to get feedback and improve satisfaction.
- Helped the product and service get better by retaining and implementing user’s feedback, issues and requests into the product.
- Upheld strict quality control policies and procedures during customer interactions.
Account Executive/Customer Success Manager
Payactiv
12.2017 - 03.2020
- Managed 150+ domestic and international B2B accounts providing product & compliance/regulatory training, technical support and customer service - Answered all customer complaints and escalations timely and with compassion via email or phone.
- Spearheaded internal marketing initiative for restaurant group consisting of 300+ locations, resulting in 27% product awareness growth.
- Created Customer Success team of 12 and implemented one-on-one training sessions with new employees that included communication skills, product knowledge, up-selling techniques and technical support.
- Acted as on-site training liaison for customers looking to have a personal and interactive experience in areas of cyber security, banking, prepaid card services and payroll cards.
- Monitored data for individual accounts and presented monthly report and analyzed best practices to ensure regulatory compliances, fraud/risk management as well as internal efficiencies.
- Managed accounts along with a team of 3 managers, balancing strategic vision and tactical execution resulting in 12% higher customer satisfaction.
- Elevated team performance via strategic planning and coaching in areas of prospecting, sales and value-added presentations.
Education
Associate of Arts - Business
Mission College
Santa Claraundefined
Cintas
01-2023
Skills
- Sales strategy development
- Tenant relations management
- Detail-oriented data management
- Google Analytics data analysis
- Skilled in utilizing MS Office, Salesforce, and Asana for productivity
- Retention program development
- Customer complaint management
- Team development
- Credit card processing
- Product knowledge training
- Mobile app development
- Logistics coordination
- Analytical problem-solving
- Proficient in shipping and receiving processes
- Call center management
- Logistics coordinator
Timeline
Resident Service Corinator
Staffing Locators (John Stewart Company)
01.2026 - Current
Customer Service / Account Management
UniFirst Uniform Service
10.2024 - 12.2025
Customer Service Representative
Cintas Fire
09.2023 - 08.2024
Customer Account Executive
Winward International
05.2021 - 06.2023
MEMBER SUCCESS ASSOCIATE-(Training Program)
BetterHelp
06.2020 - 12.2020
MEMBER SUCCESS ASSOCIATE-(Training Program)
BetterHelp
06.2020 - 12.2020
Account Executive/Customer Success Manager
Payactiv
12.2017 - 03.2020
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Cintas
Associate of Arts - Business
Mission College