Kunthear (Tia) Lugo
San Diego
Summary
Driven Customer Success Manager with proven record in enhancing customer experience and fostering strong relationships. Skilled in leveraging CRM tools to manage accounts, forecast growth, and track customer interactions. Demonstrated ability to lead cross-functional teams toward achieving key performance objectives while maintaining high levels of customer satisfaction. Proven success in implementing strategies that improve client retention rates and promote substantial business growth.
Overview
15
15
years of professional experience
Work History
Sr. Account Analyst
Verizon
San Diego
05.2017 - Current
- Successfully managed onboarding and implementations for new customers, ensuring consistent delivery according to project plans and deadlines.
- Responsible for scheduling and overseeing the installation of the products.
- Ensuring compliance of the installations to contract specifications
- Work with internal manager to maintain schedules and deliverables to customers
- Became a subject matter expert on all aspects of products and services, effectively communicating features and functionalities that are best suited to customer business needs.
- Sets and manages customer expectations, and adapts/prioritizes needs and requests.
- Developed customer success strategies to enhance client engagement and retention.
- Collaborated with cross-functional teams to address customer needs effectively.
- Analyzed customer data to identify trends in usage patterns and behaviors of key accounts.
- Conducted regular check-ins with clients to foster strong relationships and trust and ensure that clients are achieving their desired outcomes
- Facilitated training workshops on product features and updates for customers.
- Partnered with other departments to resolve customer complaints quickly and efficiently.
Solution Specialist
T-Mobile
Mission
12.2014 - 05.2017
- Fully research and completely resolve all escalated concerns
- Provide vital input surrounding change to company policy
- Posses knowledge and skills in all departments to efficiently and accurately answer customers concerns
- One on one interactions with various levels of leadership
- Responsible for resolving complaints that are forwarded back to the department by local or national team
- Quality control of recorded phone calls
- Managed diverse projects and resolved complex issues to support timely completion
- Streamlined operational processes and collaborated with management to implement process improvements
Administrator
USCIS
Harlingen
04.2011 - 12.2014
- Manage critical immigration documents to ensure information is current and accurately maintained
- Conducted quarterly audits of various units within Department of Homeland Security
- Access and manage critical and sensitive restricted areas on a daily basis as authorized by a Secret Security Clearance
- Ability to communicate effectively and professionally with employees and agents at varying grade levels
- Assist in security checks and provide assistance to Federal law enforcement agencies
- Researched and provided documents to all branches within DHS to include Immigration and Custom Enforcement Agency, Investigations, Trial Attorneys and District Council
- Produced monthly reports using advanced Excel spreadsheet functions
- Outlined appropriate processes and procedures to fulfill and complete inquiries
Education
Master of Arts - Organizational Management
Ashford University
San Diego, CA06.2019
Bachelor of Science - Interior Design
The Art Institute of California
San Diego, CA09.2009
Skills
- Account management
- Quality control management
- Customer service
- Ability to adapt to change
- Project management
- Knowledge of GPS tracking and fleet management
- Relationship building
- Transferable skills
- Critical and creative thinking skills
- Vendor management
- Organizational management
- Process improvement
- Strong presentation skills
Software
Salesforce
SQL
Tableau
Networkfleet
Fleetcare
Netsuite
Super Libra
Back Office
Scoop
1ERP
Incontact
XirgoDM
Toolbox
Accomplishments
- Successfully executed multi-million dollar projects
- Re-organized a system that improved its efficiency
- Drove a sustained increase in partner performance, resulting in 11 consecutive months of achieving customer satisfaction above the 90% threshold following site takeover
- Recieved over 100 awards for Customer Excellence
Timeline
Sr. Account Analyst
Verizon
05.2017 - Current
Solution Specialist
T-Mobile
12.2014 - 05.2017
Administrator
USCIS
04.2011 - 12.2014
Master of Arts - Organizational Management
Ashford University
Bachelor of Science - Interior Design
The Art Institute of California