Genesis Reece

As a Customer Success Manager my responsibilities include communicating with customers to meet their needs and long-term goals, gather and deliver information between internal and external teams, track and optimize customer retention metrics, and manage customer success team.

• Customer Support Representative - Handling many inbound and outbound calls to and from customers, listening to customers' needs or issues and providing helpful solutions to their problems.
• Management - Coaching, Supervising and leading a team of employees on best practices for delivering exceptional customer experiences.
• Strategic Planning- Developing and implementing strategies to improve operational efficiency.
• Marketing exposure - Worked closely with marketing team to create content that educates customers about our services.
• Operations analyst - Analyzed customer data to identify trends, issues, and opportunities for improvement.
• Monitor performance- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
• Account management – Managing projects and ensuring they are completed on time and within budget
• Collaboration skills- Team Collaborating with other departments to achieve company goals.

Nationally recognized nonprofit for Veterans and Young adults from underserved communities. 16-week classroom instruction & 7-week internship for IT fundamentals. The program is designed to launch tech careers and transform lives.

• Troubleshooting - Learned OSI Model and obtained an understanding of the steps behind troubleshooting
• Linux - Performed on a basic level, Linux commands
• Hardware Configuration - Acquired hands on experience with building and disassembling a computer
• Networking – Learned to set up cloud servers using AWS and maintain them with structural integrity

As a pharmacy assistant my responsibilities included assisting licensed pharmacists by performing all clerical duties necessary to ensure that a pharmacy is running efficiently and, in the preparation, and dispensing of medications and other pharmaceuticals to inpatients, healthcare providers, outpatients and customers.

• Management – Ensured daily goals were executed and meeting the standards of the company
• Customer Service - Aided 30+ customers daily with their various needs and wants
• Productivity Software – Used Microsoft Business suite for internal and external communication
• Troubleshooting- Oversaw hardware, software and networking component monitoring, testing and installation to assist maintenance and migration.
• Printing/faxing- Prepared machines for printing and operated one-and two-color printing presses, platemakers, hydraulic paper cutters and digital printers and copiers.

Helped the new business in town manage their business and meet their goals by providing clients with top quality customer service, answering calls, scheduling, managing calendars, organizing documents, creating expense reports and exceeding stated sales goals for the salon.

• Task Management - Redesigned the allocation of products on shelves allowing for easier workflow and better time management.
• Customer Service- Aided 25+ customers on a daily basis with their various needs and wants
• Computer Software- installed new hardware and software, troubleshooting issues, and implementing repairs and updates to computer systems.
• Virtualization – Employed the use of a server to broaden the access of files and maintain data
• Troubleshooting- Research and identify solutions to software and hardware issues
• Digital Marketing- Developed strategies on how to reach people and obtain more clients through social media platforms.
• Sales associate– Assisted in creating, promoting, and executing a wide variety of promotional sales and marketing plans.

Provided administrative support to the entire business. Some of my responsibilities included managing the flow of clients and the leadership, oversight to train 2 employees ensuring the operations were executed and meeting the standards of the business.

• Management – Ensured daily goals were executed and meeting the standards of the company.
• Customer Service - Aided 25+ customers daily with their various needs and wants in person and through the phone.
• Productivity Software – Used Microsoft Business suite for internal and external communication.
• Digital Marketing- Wrote social media content to increase engagement with customers and developed creative digital content and unique campaigns to drive brand exposure.
• Troubleshooting- Assisted customers with technical issues or questions relating to computer hardware or software devices.
• Printing/faxing- Maintained machines in good working order by cleaning, lubricating and adjusting.
• Sales associate- Regularly met or exceeded stated sales goals for our team as well as met all customer satisfaction.
• Computer Literacy- used computer software to enter schedule data into a digital spreadsheet. Also used word processing software to compose documents and manage digital filing systems.
• Problem Solving- Made decisions and resolved issues using critical thinking and analytical skills.