SHARON HARBAUGH
San Pedro
Summary
Results-oriented Customer Success Manager with expertise in account management and conflict resolution. Achieved significant revenue growth through tailored solutions while maintaining 100% customer retention. Focused on enhancing service delivery and optimizing client relationships, fostering strong collaboration and communication to elevate customer experiences.
Overview
20
20
years of professional experience
Work History
Customer Success Manager
FourBlock Foundation
Los Angeles
01.2023 - Current
- Increased engagement by 40% through management of 100+ daily customer inquiries and communications.
- Supported 300+ attendees per event, achieving 95%+ satisfaction and resolving issues in real time.
- Created marketing campaigns while managing 100 sales leads daily, securing 5 new clients per month.
Customer Service Manager
Onward Search Staffing
Los Angeles
01.2022 - 01.2023
- Conducted 100+ weekly customer consultations, maintaining high satisfaction levels.
- Managed 50+ weekly interviews, resulting in a 98% interview to hire ratio.
- Streamlined workflows to reduce time to hire by 80%, ensuring compliance with EEOC regulations.
Customer Account & Service Manager
Kforce Technology Staffing
Los Angeles
01.2020 - 01.2022
- Boosted retention and engagement by 50% quarter-over-quarter, contributing $2M in annual sales.
- Reduced resolution time by 20% through effective and efficient escalation management to ensure 100% customer retention.
- Managed high-volume inbound calls and service requests for 100+ clients with 95% accuracy.
Customer Account Manager / Client Success Leader
Monster Worldwide
Los Angeles
01.2006 - 01.2019
- Drove 50% year-over-year sales increase by delivering customized solutions that quickly resolved client issues.
- Achieved 100% customer retention while generating 50% revenue growth year over year.
- Partnered with internal teams to enhance service delivery, ensuring 100% customer success.
- Managed 40+ national accounts and a $5M territory, exceeding goals by 120% annually.
- Managed contracts, SLAs, and annual contract renewals to ensure delivery of the best ROI possible.
- Delivered onboarding, training, troubleshooting, and customer support for major retail clients.
- Promoted 3X throughout employment.
Skills
- Client Success
- Customer Satisfaction
- Retention strategies
- Account management
- Account Management
- CRM
- Customer Support
- Conflict Resolution
- Escalation Management
- High-Volume Case Management
- Customer needs assessment
- Client consultation
- Customer advocacy
- Retention
- Loyalty Metrics
- Reporting
- Data Analytics
- Salesforce
- HubSpot
- CRM
- Ticketing Systems
- POS
- Order Support
- Refunds
- Returns
- Account Inquiries
- Product Troubleshooting
- Virtual Support
- Retail & E-Commerce
- Sales Strategy
- Lead Generation
- Cross-Functional Leader
- Department collaboration
- Stakeholder management
- Team Collaboration
- Cross-functional coordination
- Sales proficiency
- Revenue growth
- Problem solving
- Continuous improvement
- Training and mentoring
- Staff mentoring & leadership
- Scheduling
- Documentation
- Administrative Support
- Compliance
- Invoicing
- Records management
- Multitasking
- Service delivery enhancement
- Marketing campaign development
- Team collaboration
- Revenue growth
- Stakeholder management
- Inter-department collaboration
- Sales proficiency
- Report analysis
- Account management
- Training and mentoring
- Continuous improvement
- Multitasking
Websites
Tools And Technology
- Salesforce
- HubSpot
- SharePoint
- Microsoft Office
- G-Suite
- Teams
- Zoom
- Slack
- Canva
- CRM Platforms
Timeline
Customer Success Manager
FourBlock Foundation
01.2023 - Current
Customer Service Manager
Onward Search Staffing
01.2022 - 01.2023
Customer Account & Service Manager
Kforce Technology Staffing
01.2020 - 01.2022
Customer Account Manager / Client Success Leader
Monster Worldwide
01.2006 - 01.2019