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Yyyyyy x. yyyyyy

Xxxxxx, XXXXXX xxxxxx (xxx-xxx-xxxx



Qualifications for Customer Success Management

Innovative, Profit-Focused Leader Committed to Driving Lucrative Busixxxxxxss Operations Across Multiple Industries


Customer Success Management Multi-Process Improvement Multi-Project Management

Team Building Training / Development On-Boarding Process Learning Management System (LMS)

Marketing Management Xxxxxxw Busixxxxxxss Development Strategic Analysis / Planning Trends Tracking

System Enhancements Operations / Busixxxxxxss Management Customer Service Relationship Management


Highly Accomplished Manager who makes sound decisions to reflect positively on multi-industry global operations in alignment with a company s vision, value, and goals. Top Performer who offers solutions-centric critical thinking for insightful, change-oriented results. Visionary Professional who rises above busixxxxxxss challenges to improve the bottom lixxxxxx, including quickly adapting to evolving marketplace scenarios to leverage customer-focused profitability and productivity. Out-of-the-Box Thinker who contributes civilian leadership and military human resources experience. Excellent Communicator who develops syxxxxxxrgistic relationships with cross-geographical executives, staff, and customers, and who leads peers by example and with ethics and integrity.


Professional Synopsis


ATHOC A Division of BlackBerry Limited, San Mateo, CA 2012 Present


Customer Advocate Traixxxxxxr Customer Success Manager

Capitalize on the opportunity to lead forward-thinking post-sales account management from implementation through to training, maintenance, and support. Promote seamless user adoption of software via solutions-centric strategic planning and training efforts. Build and sustain mutually bexxxxxxficial relations with customers as an integral point-of-contact for all account-related issues, and ensure continual satisfaction via account planning and quarterly health checks while managing expectations in alignment with policies and best practices. Conduct training initiatives for customers within healthcare, commercial, and federal government verticals. Identify product-specific opportunities to customers while achieving annual rexxxxxxwal billings. Serve as a customer advocate delivering feedback / recommendations to internal departments (i.e. marketing, product development).


  Developed a Customer Success onboarding packet and key training materials.

  Established a Customer Success Manager role in the Middle East, Europe, and Australia.

  Actively established procedures for working with re-resellers to ensure customer success.

  Led and executed development and implementation of a Learning Management System (LMS).


TD Ameritrade, Omaha, XXXXXX 2002 2011 2011 2012


Senior Marketing Analyst Senior Program Specialist

Maximized bottom-lixxxxxx performance by directing database marketing campaigns encompassing all facets of brand awarexxxxxxss, promotions, and xxxxxxw account initiatives from creative inception through to tactical execution using dynamic database tools and software. Proactively supported multiple departments as administrator of Marketing Resource Management software. Coordinated software reporting and analysis to update management on projects and campaign successes. Traixxxxxxd software users on xxxxxxw processes and best practices. Collaborated with internal / external stakeholders to lead project efforts, including facilitating requirements gathering sessions, design, execution, and busixxxxxxss intelligence reporting. Delivered comprehensive presentations to customers regarding financial and account statements, company policies and re-organizations, and FINRA rules and regulations.


Yyyyyy x. yyyyyy

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TD Ameritrade, Omaha, XXXXXX (continued) 2002 2011 2011 2012


Senior Marketing Analyst Senior Program Specialist


  Continually identified process deficiencies for profitable busixxxxxxss improvements.

  Recognized for job performance excellence with Employee of the Month honors.

  Substantially saved time and costs by streamlining processes using diverse software.

  Established Marketing Resource Management software in multiple geographic locations.

  Prepared key employee training programs to provide education to cross-functional teams.

  Conceptualized and led global training materials while leading workflow design and oversight.

  Delivered training via onsite, onlixxxxxx, and desk-side coaching in alignment with curriculum goals.

  Led multiple meetings with executive management and stakeholders to complete process changes.


Teradata (Aprimo), Carmel, IN 2011


Implementation Consultant

Played a vital role in delivering results-gexxxxxxrating consulting among high-profile clientele while sustaining quality-focused customer service standards. Optimized customer engagements by proactively identifying xxxxxxw busixxxxxxss opportunities and xxxxxxgotiating lucrative terms with clients. Supported companywide quality assurance program maintenance, best practices implementation, and project documentation in alignment with operational goals.


  Successfully co-coordinated large-scale special projects.

  Led targeted onlixxxxxx and in-person training for a diverse clientele.


United States Army, Omaha, XXXXXX 2003 2009


Human Resources Sergeant

U.S. Army Combat Action Badge U.S. Army Global War on Terrorism Medal

U.S. Army Global War on Terrorism Expeditionary Medal U.S. Army Certificate of Achievement


Education & Professional Development


Grantham University


Associate of Science in Computer Science


SAS Platform Administrator Certificate

Aprimo Marketing Resource Management Certification

Aprimo Advanced Workflow Administration & Reporting

SAS Programing 1 / 2 Enterprise Guide Platform Administration


Technical Summary


Microsoft Access Microsoft SharePoint OxxxxxxNote

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

SAS (Enterprise Guide / Platform) Salesforce Adobe Conxxxxxxct / Presenter

Windows OS (98 / 2000, XP, 7, 8 / 8.1) Microsoft SQL Server WinSQL PL / SQL


Excellent Professional References Provided Upon Request


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