Christopher Smith
Greenville,SC
Summary
Accomplished Director of Client Success at ProWriterPlus, adept in leveraging analytical thinking and CRM software to enhance customer satisfaction and relations. Demonstrated success in driving process improvements at BMW Manufacturing, showcasing strong teamwork and collaboration skills.
During my time at ProWriterPlus, I also lead the Sales Department for our High-Ticket Product and achieved $160,000 plus in sales. Achieved significant client retention and company growth through strategic planning and innovative solutions.
Professional in client success management, prepared to drive impactful results. Skilled in customer relationship management, strategic planning, and team leadership. Focused on fostering collaboration and adapting to evolving needs. Reliable, results-driven, and adept at aligning client objectives with business goals.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Client success professional with extensive experience in driving client satisfaction and business growth. Known for collaborative team leadership and consistent delivery of impactful results. Highly adaptable with strong communication skills, ensuring seamless alignment with evolving client needs.
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
10
10
years of professional experience
Work History
Director of Client Success
ProWriterPlus
05.2022 - 04.2024
- Provided guidance on best practices for managing client relationships and achieving success metrics.
- Organized quarterly business reviews with CEO to showcase performance metrics and discuss opportunities for growth and improvement.
- Spearheaded initiatives aimed at improving internal processes and workflows, resulting in more efficient service delivery to clients.
- Consistently exceed performance goals and drive company growth.
- Moved seamlessly from strategic, innovative and big picture perspective to finest details and delivered operational success.
- Enhanced client satisfaction by identifying and addressing key issues, streamlining processes and implementing effective solutions.
- Recognized as a thought leader within the organization due to extensive knowledge of industry trends, challenges faced by clients, and best practices in client success management.
- Resolved escalated customer concerns promptly, taking necessary corrective actions to prevent future occurrences while preserving positive relationships.
- Analyzed client feedback and data trends to develop targeted improvement plans for individual accounts.
- Cultivated a culture of continuous improvement within the Client Success team by soliciting staff input on potential enhancements and leading change efforts accordingly.
- Managed a diverse portfolio of clients across multiple industries, demonstrating adaptability and deep understanding of unique needs and success drivers for each account.
- Developed strong relationships with clients through regular communication and personalized attention, resulting in increased retention rates.
- Established client's trust by holding live, weekly Zoom calls for any and all support questions.
- Headed off issues and proactively implemented plans and actions to mitigate.
- Implemented innovative strategies for client success, including tailored services and proactive support.
- Collaborated closely with cross-functional teams to ensure seamless delivery of products and services to clients.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Explained available products and services, demonstrated features, and used persuasive communication strategies to redirect concerns.
- Provided excellent customer service by following up with clients and responded to incoming calls.
- Interacted with team members across departments to research and resolve customer issues.
- Led the entire sales division for the High-Ticket products.
- Presented data-driven insights and recommendations to senior leadership on strategies for enhancing client experiences.
Process Lead
BMW Manufacturing
09.2017 - 08.2021
- Collaborated with other departments to address any interdepartmental challenges or discrepancies in a timely manner.
- Evaluated process performance metrics, identifying areas requiring improvement or optimization for increased efficiency.
- Managed teams effectively, fostering an environment of open communication and collaboration for better overall performance.
- Delivered quality assurance by enforcing strict adherence to established guidelines and conducting regular inspections of final products.
- Mentored junior team members, providing guidance on best practices and contributing to their professional development.
- Monitored tool use and performed repairs.
- Scheduled appropriate number of employees to complete production line tasks.
- Observed safety practices and upheld standards.
- Enhanced employee engagement by organizing regular training sessions and promoting a culture of learning within the team.
- Streamlined processes by identifying inefficiencies and implementing improvements for increased productivity.
- Ensured compliance with industry regulations by diligently adhering to safety protocols and maintaining accurate documentation.
- Reduced waste in production by closely monitoring operations and making necessary adjustments.
- Coordinated cross-functional teams to ensure smooth workflow and timely execution of projects.
- Conducted root cause analysis, facilitating prompt resolutions to production-related issues or bottlenecks.
- Led successful change management initiatives, minimizing disruptions during transitions while maximizing positive outcomes for the organization as a whole.
- Identified opportunities for continuous improvement through data analysis and process evaluation.
- Inspected products and machines to maintain quality and efficiency.
- Reviewed production schedules and streamlined processes.
- Scheduled preventive and predictive maintenance actions based on failure analysis.
- Enhanced data gathering, extraction and analysis for diverse workflows and procedures.
- Tested products or subassemblies for functionality or quality and troubleshot problems with equipment, devices, or products.
- Built product subassemblies or final assemblies and monitored and adjusted production processes or equipment for quality and productivity.
- Established and managed trial projects to deploy updated processes.
- Reported on findings and made proactive and targeted recommendation to senior leaders.
- Examined incoming materials and compared to documentation for accuracy and quality.
- Prepared reports and technical documentation of day-to-day production processes.
- Developed automation tools to improve efficiency, eliminate waste and free up labor hours for other needs.
- Mapped process workflows to enhance understanding of procedures.
- Developed and enhanced personnel work instructions to clear up confusion and boost performance.
- Basic computer skills and knowledge of Microsoft Office (Excel, Word, PowerPoint, Outlook). I used all Microsoft programs for creating schedules, visual aids, pivoting data, creating and updating training logs, and presentations about current issues for the associates.
- Strong verbal communication skills with the ability to work well with Peers and other associates.
- Performed daily Process Confirmations to ensure the manufacturing process was being followed correctly.
Process Production Support Specialist
BMW Manufacturing
11.2013 - 08.2021
- Enhanced production efficiency by streamlining processes and implementing best practices.
- Supported end-users by providing expert technical assistance, ensuring minimal disruption to production.
- Contributed ideas during brainstorming sessions for continuous improvement initiatives, fostering a culture of innovation within the team.
- Maintained thorough documentation throughout all phases of product lifecycle management.
- Experienced in Microsoft Office - Word, Powerpoint, Excel and Outlook
- Created daily schedules for production associates and created vacation calendar for production associates and section leader
- Created one-pagers for Section Leaders and Quality Associates
- Met target goals and hit KPIs
- Participated in regular audits of the production area, ensuring compliance with industry regulations and internal policies.
Education
Bachelor of Science - Kinesiology
Charleston Southern University
Charleston, SC05-2011
High School Diploma -
Hampton Park Christian School
Greenville05-2006
Skills
- Customer satisfaction and relations
- Upselling strategies and lead management/retention
- Analytical thinking while strategically planning tasks
- CRM software (Kartra)
- MS office, Written communication, and Verbal communication
- Teamwork and collaboration
- Performance tracking, evaluation, and process improvement
- Time management and multi-tasking
- Problem-solving abilities and attention to detail
- Excellent communication and reliable to complete tasks
- Teamwork and Goal Oriented
Languages
English
Timeline
Director of Client Success
ProWriterPlus
05.2022 - 04.2024
Process Lead
BMW Manufacturing
09.2017 - 08.2021
Process Production Support Specialist
BMW Manufacturing
11.2013 - 08.2021
Bachelor of Science - Kinesiology
Charleston Southern University
High School Diploma -
Hampton Park Christian School
Similar Profiles
Tonino GrossiTonino Grossi
Project Controls Manager at EBZ GroupProject Controls Manager at EBZ Group
Jaden WilliamsJaden Williams
Automotive Technician at Sarks AutomotiveAutomotive Technician at Sarks Automotive
Kaidyn AllenKaidyn Allen
Restaurant Hostess at Soby'sRestaurant Hostess at Soby's