S ELENA O M-Th ST│ Lynnwood, WA 98036
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CUSTOMER RELATIONS SPECIALIST
Client Retention | Training & Development | Account Management
Customer focused self-starter highly dedicated Professional with proven record exceeds aggressive performance
matrix; specialized in providing outstanding customer services while nurturing effective relationships with
existing and prospective customers. Possesses strong expertise in Client Retention, Training & Development,
Decision-making, conflict resolution, as well as organizing timelines and operations with detail orientation and
multitasking ability. Demonstrate excellent interpersonal, proactiveness, communication and leadership skills;
provide expert consultation while complying with optimum service standards. Highly adept in use of MS Office
Suite.
Customer Services
Relationship Building
Cross-team Collaboration
Problem Resolution
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Sales Cycle Compression
Customer
Retention
Satisfaction
CRM System Development
Time Management
&
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Lead Generation
Data Analysis
Training & Leadership
Digital
Communication
through Remote Work
PROFESSIONAL EXPERIENCE
MOZ., Seattle, WA
Onboarding Specialist (March 2015-Present)
Effectively working to help MOZ's Customer Success Team reach out to new customers in their first months
and take users’ experience from good to great. Identify customers’ goals, set up demos and educate users on
how to get the most out of the Moz tools. Customer-focused, results-driven in an experimental fast-paced
remote environment with little oversight.
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Welcome new customers to Moz via email, phone and live walkthroughs of the tools.
Boost Retention: Show customers how to accomplish their goals with the Moz tools and introduce them
to the best training resources available to increase product engagement and retention.
Attended to 30+ customer inquiries each day through the company’s website while stationed at a
home-based office with a high-speed Internet connection.
Troubleshooting: Investigate customer problems by reproducing and analyzing issues to resolve
product bugs or technical problems.
Communicate clearly and collaborate closely with other members of the Customer Success Team to
provide a seamless experience as customers move through their lifecycle with Moz.
Propose ways to iterate on the onboarding strategy through trial and error and data analysis.
EagleView Technologies Inc., Bothell, WA 2010 – 2015
Client Relations Specialist (2013 – 2015)
Effectively collaborated with Sales Team to achieve desired goals; communicated company’s main objective, as
well as described services and protocols while determining customer’s demands and suitable solutions.
Migrated customers into new system and assisted in the development of CRM system for Business Units. Aided
SELENA OM
Resume, Page 2
clients and sales staff in various tasks such as reporting, authorized user lists, pricing and product presentation,
as well as to develop software skills and product knowledge.
▪ Delivered exceptional customer experience to wide range of clients within diverse industry backgrounds
by skillfully interacting with them through variety of channels such as phone, email, live person chat,
and webinars.
▪ Planned and developed training programs and materials such as process and procedure documents,
handouts, manuals, and exercises.
▪ Coordinated and drove effectively with other departments to provide superior products to customers;
maintained existing client accounts, established and nurtured professional relationships while providing
support and promptly responding to inquiries around the sales cycle.
▪ Communicated, and followed up with new and existing customers to maintain optimal level of customer
service.
Senior Customer Service Contact (2010 – 2013)
Notable Contributions
▪ Successfully analyzed and resolved inbound customer inquiries regarding billing, merchandise and sales
while ensuring highest standards of customer service and resolution in a timely manner.
▪ Cooperated and functioned in a fast paced call center environment by supporting management with
urgent customer impacting projects while mentoring new employees for standards and productivity;
trained new customer service representatives on all products, services, and internal protocol.
▪ Succeeded service delivery and quality expectations, well-adjusted the needs of the client, and provided
de-escalation advice to internal team for handling challenging customer interactions.
Intelius Inc., Bellevue, WA 2008 – 2010
Customer Contact Representative
Expertly managed customer inquiries, complaints, and a high-volume workload, assisting customers through
inbound & outbound calls and emails in a competitive working environment.
Notable Contributions
▪ Developed and maintained positive relationships with customers; played a key role in increasing
retention as well as satisfaction rates thorough providing swift and instant resolution to customer
complaints ultimately repairing trust and winning loyalty.
▪ Continually rationalized working knowledge of all company products, services and promotions;
consistently met and exceeded supervisor expectations.
Seattle Archdiocese, Seattle, WA 2008
Data Entry Clerk
Organized daily deposits of over $10,000; arranged and filed pledges from donors; managed credit cards and
large amounts of cash, as well as entered data into systems on a daily basis, and filed documentations. Processed
incoming and outgoing communication, coordinated mailroom and order supplies for office.
Notable Contributions
▪ Coordinated and supported the fundraising; accomplished annual goal of $9 million while consistently
exceeding company's forecasting objectives.
EDUCATION
Edmonds Community College (2008)
