Sam-Michael Zaitlin
Victoria,BC
Summary
Knowledgeable Customer Success specialist with solid background in optimizing operational processes and improving efficiency. Proven track record in analyzing data to support business decisions and implementing effective solutions in multiple departments. Demonstrated expertise in client retention & customer success.
Overview
7
7
years of professional experience
Work History
Sales Coordinator
ITel Networks Inc.
09.2023 - Current
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Increased sales revenue by establishing strong relationships with clients and identifying new business opportunities.
- Streamlined sales processes for improved efficiency and customer satisfaction.
Customer Success Specialist
ITel Networks
03.2023 - 12.2024
- Conducted campaigns based on clients services and opportunities ensure continued success.
- Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
- Implemented process improvements that resulted in increased efficiency within the Customer Success team.
- Analyzed usage data to identify trends, anticipate challenges, and proactively address potential issues before they escalated.
- Reduced churn rates by identifying at-risk customers and implementing targeted retention strategies.
Retention Success Specialist
ITel Networks Inc.
09.2022 - 08.2024
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
Sales Development Representative
ITel Networks Inc.
12.2021 - 09.2023
- Built and managed accurate sales pipeline to maintain high volume of activity.
- Used data analytics to identify and track sales trends and develop actionable insights.
- Established relationships with prospects and customers to promote product understanding and drive sales growth.
- Achieved and exceeded monthly and annual sales targets.
- Won new business by articulating full value of company's capabilities to prospects.
Vustomer Service and Retail
Angry Otter Liquor
05.2018 - 12.2021
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Greeted customers and helped with product questions, selections, and purchases.
Education
Bachelor of Arts - Economics, Political Science, And Global History
Thompson Rivers University
Kamloops BC07-2020
Skills
- Streamlining internal and external workflows
- Ability to work autonomously and in teams
- Proficient in advanced CMS management
- Empathetic and Effective communication
- Proficient in Zendesk as a CS Tech Stack
- Proficient in M365 Office / G-Suite
- Client-centric success specialist
- Data analytics and reporting
- Technology & Grammarly enthusiast
Accomplishments
- Increased save rate by over 350%, jumping from 7.4 → 29.4% in two years.
- Personally saved over 1 million dollars in churn in 2024
- Onboard and handled large enterprise client worth over 7 million dollars.
- Successfully ran three current client campaigns to improve customer relations & promote upgrades and pro-active renewals
- Personally handled 40% of the current client outreach during said campaign
Languages
English
Native or Bilingual
Timeline
Sales Coordinator
ITel Networks Inc.
09.2023 - Current
Customer Success Specialist
ITel Networks
03.2023 - 12.2024
Retention Success Specialist
ITel Networks Inc.
09.2022 - 08.2024
Sales Development Representative
ITel Networks Inc.
12.2021 - 09.2023
Vustomer Service and Retail
Angry Otter Liquor
05.2018 - 12.2021
Bachelor of Arts - Economics, Political Science, And Global History
Thompson Rivers University
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