Chelsea Larson

Reno, United States, 89509- CHELSEA LARSON PROFESSIONAL SUMMARY Experienced Customer Success Manager with a distinguished 13-year career driving remarkable customer retention and satisfaction within multiple franchise environments. Proficient in cultivating enduring client relationships, delivering exceptional service, and leveraging technical expertise to pioneer departmental growth. Recognized for innovative strategies and meticulous attention to detail, consistently enhancing service delivery standards. Adept at fostering professional relationships and dedicatated to setting industry benchmarks, bringing a visionary approach to account management. Poised to deliver exceptional results through strategic insight, proactive client engagement, and a commitement to excellence in customer success. E M P L OY M E N T H I S T O RY JAN 2021 - PRESENT Customer Success/Onboarding Manager, JUNK KING Launched first-of-its-kind estimate follow up department, creating implemental revenue growth and customer engagement. Managed customer relationships for 28 franchises across the US, ensuring high satisfaction rates Implemented innovative strategies to retain customers, including discounts and price matching Provided monthly presentations to franchised to maintain goals and build our strong business relationship. Drove customer success, boosting retention by enhancing personalized follow-ups. Worked cross-functionally with engineering, operations, sales and support teams to align customer success and goals. Managed 28 franchise relationships, focusing on high satisfaction and problem resolution. Initiated strategic customer retention practices, including competitive price matching. Fostered team growth in new department, ensuring quality service and customer loyalty. MAY 2018 - JAN 2021 Customer Service Manager, JUNK KING Managed customer inquiries, complaints and requests, ensuring high levels of satisfaction Built strong relationships with customers, staff, and vendors Utilized innovative problem-solving techniques to swiftly resolve escalated issues Enhanced team productivity by 20% through effective coaching and performance tracking. Implemented a feedback system, leading to a 30% increase in customer satisfaction scores. Introduced a CRM tool for better tracking of customer interactions and outcomes. Ensured accuracy in customer data, leading to improved service and follow-up. Streamlined customer service process, reducing response time by 15%. Led a team to enhance customer retention rates by 25% through strategic engagement. MAR 2018 - MAY 2018 Uniform Services, ARAMARK, Reno Would drive to different businesses and exchange their uniforms and other garments, floor mats with clean items and all soaps, toiletries and supplies Efficiently managed uniform services, ensuring timely delivery and satisfaction. Maintained accurate inventory of uniforms and supplies, preventing shortages. Implemented a streamlined exchange process for faster service. Provided excellent customer service, resolving issues swiftly. Eagerly took on additional responsibilities, enhancing team efficiency. Streamlined uniform exchange, enhancing service speed and customer satisfaction. Resolved customer issues promptly, fostering positive relationships and loyalty. Eagerly expanded responsibilities, contributing to team success and service excellence. Optimized uniform service workflow, achieving faster delivery and higher client satisfaction. Maintained impeccable inventory records, ensuring zero shortages and seamless operation. Excelled in customer service, solving problems quickly to build trust and loyalty. Analyzed customer feedback to enhance uniform service efficiency, leading to improved service delivery. E M P L OY M E N T H I S T O RY DEC 2017 - MAR 2018 Production Associate Material Handler, KNA SOLUTIONS Managed battery assembly for Tesla vehicles Ensured seamless operation of electric functions Collaborated in a team-oriented assembly line Enhanced production efficiency through meticulous material handling Guaranteed product quality by adhering to assembly standards Ensured precise alignment of battery components, enhancing Tesla vehicle energy efficiency. Boosted assembly line productivity by implementing rapid frame completion techniques. Provided critical support in material handling, ensuring a seamless assembly process. Conducted thorough inspections of assembled frames, guaranteeing quality standards. Expedited Tesla vehicle production by refining material handling and assembly processes. Maintained high-quality standards in Tesla battery assembly, ensuring optimal vehicle performance. JUN 2016 - AUG 2017 Licensed Enrollment Agent, MORPHOTRUST USA Managed customer fingerprinting for TSA pre-check and HAZMAT clearance Ensured efficient processing of applications for approval Maintained strict adherence to appointment schedules Verified authenticity of required documents Streamlined walk-in customer handling Managed customer scheduling, ensuring orderly and efficient appointment flow. Optimized customer journey, reducing wait times for critical TSA & HAZMAT clearance processes. Enhanced appointment system efficiency, leading to smoother customer flow and satisfaction. Implemented rigorous document verification process, ensuring high integrity in clearance applications. Pioneered customer service protocols that became a benchmark for excellence in security clearance. Fostered a collaborative team environment to maintain high standards in processing applications. MAR 2015 - MAY 2016 Saves Team Specialist/Team Leader, INTUIT Resolved customer issues to prevent service cancellations Successfully retained Quickbooks payroll clients Exhibited persuasive skills to address customer concerns Elevated customer retention by resolving Quickbooks issues, leading side-by-sides to enhance team KPIs. Guided agents on improving conversion rates, acting as a pivotal support for team's performance enhancement. Pioneered online service startups and streamlined Quickbooks navigation aid, boosting user satisfaction. Managed escalated calls with a detail-oriented approach, ensuring customer concerns were effectively addressed. Spearheaded team leadership, fostering a culture of continuous improvement and customer-centric solutions. Monitored customer health, identified risks, and executed mitigation plans as needed, driving revenue growth. SEP 2014 - DEC 2015 Health Insurance Specialist, CATALYST 360-UNITED HEALTHCARE Managed healthcare plan inquiries for over 100 customers daily Collaborated with customers to understand their healthcare needs Provided insightful recommendations for plan upgrades Ensured customer satisfaction and retention Elevated customer satisfaction by efficiently resolving healthcare plan inquiries, handling 100+ calls daily. Meticulously guided customers through plan options, ensuring tailored coverage meets their needs. Fostered positive customer experiences by offering empathetic support and clear plan explanations. Introduced strategies to streamline call handling, enhancing efficiency and customer service quality. Analyzed customer needs to propose optimal healthcare solutions, boosting plan upgrade rates. Streamlined call processes, reducing wait times and improving customer service efficiency. E M P L OY M E N T H I S T O RY MAY 2014 - SEP 2015 Data Entry Manager, KRCH REALTY Managed data entry for rental properties at KRCH Realty Ensured accuracy of information before escrow Liaised with brokers, realtors, and clients Managed data entry, ensuring accuracy for rental properties and streamlined escrow processes. Oversaw data entry integrity, enhancing rental property transactions & client relations at KRCH Realty. Boosted transaction efficiency through meticulous data management for rental properties at KRCH Realty. Implemented streamlined escrow process, improving operational workflow at KRCH Realty. Fostered strong partnerships with brokers and clients, ensuring smooth escrow and data entry processes. Enhanced data accuracy for rental properties, contributing to reliable escrow procedures at KRCH Realty. FEB 2012 - MAY 2015 Technical Support Specialist II MANAGER, WEST CORP Managed a dynamic team of 15-20 agents, ensuring optimal productivity and performance. Implemented rigorous QA protocols and provided targeted coaching to agents. Monitored and drove the achievement of KPIs across the team. Stepped in to handle high call volumes and complex technical issues during peak periods. Introduced innovative troubleshooting strategies to resolve customer's mobile device issues. Elevated team's performance, ensuring all KPIs met by coaching and QA, leading to improved customer satisfaction. Streamlined training process for new agents, enhancing onboarding efficiency and readiness for live calls. Fostered a supportive team environment, directly managing 15-20 agents and providing targeted coaching. Implemented troubleshooting protocols for mobile device issues, boosting resolution rates and customer trust. Analyzed call volume trends to optimize staffing and reduce wait times, improving operational efficiency. Pioneered a real-time feedback system, enhancing team agility and customer issue resolution. JUL 2011 - FEB 2012 AT&T Online Specialist, Stream Global Services NY INC, Watertown,NY Spearheaded the launch of AT&T's online services Managed customer inquiries regarding account setup, password resets, and email creation Implemented innovative online marketing strategies to boost website traffic and conversions Provided technical support for online services, handling 50-70 calls daily Utilized Salesforce system for customer relationship management Eager to learn and apply new skills, committed to delivering high-quality work on time. Led AT&T's online service launch, achieving 20% user growth in 6 months. Introduced cutting-edge marketing tactics, increasing site traffic by 30%. Trained 15 new staff on Salesforce, enhancing team efficiency by 25%. Resolved 1,000+ technical issues, ensuring customer satisfaction and retention. Pioneered a customer feedback system, leading to a 10% decrease in complaints. E D U C AT I O N Undergraduate degree: Forensics, Truckee Meadows Community College, NV High School Diploma, McQueen High School, NV LINKS LinkedIn