Summary
Overview
Work History
Skills
Languages
Timeline
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Meling Kelly

QC

Summary

Dynamic leader with a proven track record at Prodco, excelling in customer relationship building and project planning. Spearheaded initiatives that significantly enhanced client satisfaction and retention, while mentoring teams towards operational excellence. Demonstrates exceptional problem-solving and decision-making skills, ensuring project delivery within scope and budget.


Professional in client relationship management with track record of enhancing customer satisfaction. Skilled in strategic planning and execution, resulting in improved customer engagement and loyalty. Reliable team collaborator, known for adapting to dynamic environments and achieving consistent results.

Overview

20
20
years of professional experience

Work History

Customer Success Manager

Prodco
03.2017 - Current
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Coordinated with internal teams to provide prompt support and address client needs efficiently.

Account Manager

Prodco
09.2012 - 03.2017
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.
  • Established clear communication channels between clients and internal teams, ensuring seamless project execution.
  • Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
  • Streamlined internal processes for better efficiency in account management tasks.
  • Improved overall team productivity by implementing best practices in organization and time management.

Installations Project Manager

Prodco
12.2004 - 09.2012
  • Delivered projects on time and within budget by closely monitoring progress and adjusting plans as needed.
  • Collaborated with cross-functional teams to ensure seamless integration of new systems into existing infrastructure.
  • Met with customers onsite to develop installation strategy and coordinated with staff to facilitate access to product locations.
  • Ensured timely delivery of materials by establishing strong relationships with vendors and coordinating shipments in accordance with project schedules.
  • Fostered a culture of continuous improvement within the installation team by encouraging open dialogue about challenges, successes and opportunities for growth.
  • Developed comprehensive project documentation, including scope statements, timelines, budgets, risk assessments, and status reports.
  • Enhanced project efficiency by streamlining installation processes and improving communication among team members.
  • Managed subcontractors, ensuring quality standards throughout the installation process.
  • Established lasting relationships with clients through proactive engagement, transparent communication and dedication to delivering exceptional results in every installation project.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.

Skills

  • Customer Account Management
  • Customer Relationship Building
  • Customer Retention
  • Client Relations
  • Training and mentoring
  • Staff mentoring & leadership
  • Onboarding and Orientation
  • Problem Resolution
  • Process Improvement
  • Project Planning
  • Decision-Making
  • Problem-Solving

Languages

English
Native or Bilingual
French
Limited Working

Timeline

Customer Success Manager

Prodco
03.2017 - Current

Account Manager

Prodco
09.2012 - 03.2017

Installations Project Manager

Prodco
12.2004 - 09.2012

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Meling Kelly