Irene Shorrock-Watson
Halifax
Summary
Driven Customer Success Executive with proven track record of fostering strong client relationships and ensuring customer satisfaction. Managed enterprise accounts, enhancing customer retention and streamlining processes. Demonstrated ability to leverage problem-solving skills and strategic thinking to support clients and drive business growth.
Overview
18
18
years of professional experience
Work History
Enterprise Customer Success Manager
Iron Mountain
07.2019 - Current
- Supported enterprise clients in onboarding processes to enhance satisfaction and retention.
- Assisted in identifying customer needs through feedback sessions and surveys to improve service delivery.
- Collaborated with cross-functional teams to address customer inquiries, ensuring timely resolution of issues.
- Analyzed key performance metrics to identify areas for improvement and implement effective solutions.
- Coordinated executive-level meetings, ensuring effective communication and follow-through on action items.
- Established long-term client relationships through consistent delivery of high-quality products and services.
Preferred Client Services
Iron Mountain
04.2013 - 03.2020
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Customer Care Professional III
Iron Mountain
11.2007 - 04.2013
- Managed customer inquiries and resolved issues to enhance satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline communication and improve service delivery.
- Trained new team members on customer care protocols and systems for optimal performance.
- Analyzed customer feedback to identify trends and propose process improvements.
- Increased first-call resolution rates by effectively navigating internal systems to find quick solutions for customers.
Education
Certified Records Manager - Records Management
ARMA
Halifax, NS01-2026
Associate of Arts - Business
University of New Brunswick
Saint John, NB01-2004
Skills
- Customer advocacy
- Analytical decision making
- Client needs assessment
- Salesforce proficiency
- Client relationship management
- Time management abilities
- MS office
- Reporting proficiency
- Negotiation and conflict resolution
- Complex Problem-solving
- Analytical thinking
- Problem resolution
- Multitasking Abilities
- Report analysis
- Records management
Languages
English
Full Professional
Timeline
Enterprise Customer Success Manager
Iron Mountain
07.2019 - Current
Preferred Client Services
Iron Mountain
04.2013 - 03.2020
Customer Care Professional III
Iron Mountain
11.2007 - 04.2013
Certified Records Manager - Records Management
ARMA
Associate of Arts - Business
University of New Brunswick
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