Candidate for the

Geoffroy, Nick

email: geoffron@comcast.net
phone: 720-937-9277
View Resume
---------------------------------------------------------
Text Resume
---------------------------------------------------------

Nich ol as G eoff ro y
7209379277 | ge off ron @com cas t.n et | G ar den G rov e, C al ifor nia
S U M MARY
Resu lt s -d riv en C ustom er S uccess M an age r w it h 10 year s of S aaS e x p erie n ce e x cellin g in c lie n t re te n tion ,
upsellin g, an d d riv in g ad option . P rov en trac k re cor d in m an agi ng strat egi c b usin ess re v ie w s, n egot iat in g
re n ew al s, an d d eliv erin g su perior c u stom er s erv ic e. E xp ertis e in an alyzin g dat a to im ple m en t p roc ess c h an ges,
an d s k ille d in p rov id in g clie n t s at is fac tion an d in cre as in g en gage men t. A dep t at w or kin g cros s-fu nction ally an d
le v eragi ng ex te n siv e in dustry k n ow le d ge to en su re c lie n t s u ccess an d in cre as e re v en ue. S eek in g to le v erage a
d ecad e of e x p erie n ce in th e rol e of a Custom er S uccess M an age r.
W ORK E X PER IE N CE
Logic b ro ker Shelt o n, C T
Cli e n t S ucce ss M anager J un 2 022 – N ov 2 023
M an age d a por tfol io of 12 clie n ts , d riv in g a re cu rrin g Annual R ecu rrin g Rev en ue (A RR) of $4 million .
Negot iat ed 10 en te rp ris e c lie n t re n ew al s, ac hie v in g 6 pric e in cre as es an d m aintai nin g 100% c lie n t re te n tion .
Id en tifi ed an d c ap it al iz ed on u psell op por tu nit ie s, c on trib utin g to a sign ifi can t in cre as e in u psell re v en ue.
D ir e cte d c om pre h en siv e s trat egi c b usin ess re v ie w s, or ch estrat in g pre sen tat ion s an d c on te n t d eliv ery , b ot h in –
pers on an d v ia te le con fe re n ce b as ed on c lie n t p re fe re n ce.
D ev elop ed p ers on aliz ed q u ar te rly n ew sle tte rs for e ac h c lie n t w it h in th e p or tfol io, d riv in g a meas urab le
in cre as e in c lie n t e n gage men t.
C ol lab orated c ros s-fu nction ally to con trib ute to th e d ev elop men t of n ew fe at ure s
C lo sin gC orp S an D ie g o, C A
Acco unt M anager A ug 2 016 – J un 2 022
C ult iv at ed an d fos te re d s tron g re lat ion sh ip s w it h 100+ c lie n ts in a sof tw ar e as a serv ic e e n vir on men t,
re su lt in g in in cre as ed c lie n t s at is fac tion an d re te n tion .
Successfu lly n egot iat ed p ric e in cre as es w it h 65 le n ders , re su lt in g in im prov ed re v en ue an d a re te n tion rat e
ex ceed in g ex p ectat ion s.
P roac tiv ely d rov e c lie n t ad option an d p lay ed a key rol e in s u ccessfu l c lie n t rol l- ou t p ro je cts , re su lt in g in
e n han ced c lie n t s at is fac tion an d ad option rat es.
P rov id ed tai lor ed re p or tin g sol ution s to le n der c lie n ts , m eetin g in div id ual c lie n t n eed s an d e n han cin g
sat is fac tion le v els .
T ook re q u ir e m en ts for p rod uct e n han cem en t re q u ests , c h am pion ed re q u ests w it h p rod uct te am , m on it or ed
im prov em en ts , an d p re sen te d fi nal e n han cem en ts to clie n ts .
L ea d C li e n t S uppo rt S pec ia li s t A ug 2 015 – A ug 2 016
L ed c lie n t s u ppor t te am to ac hie v e 95% S L A c om plian ce, re su lt in g in e ff ectiv ely m an age d e scal at in g cal l
an d e m ail v ol um es.
D ev elop ed an d im ple m en te d an e scal at ion p roc ed ure for c as e m an age men t.
S erv ed as p rim ary e scal at ion p oi nt an d af te r-h ou rs s u ppor t c on tac t.
U pdat ed th e in te rn al C lai m s P roc ed ure to com ply w it h re q u ir e m en ts of T RID re gu lat ion s.
C on ducte d in te rv ie w s of ap plic an t for th e rol e of C lie n t S uppor t S pecial is t an d trai ned n ew te am m em bers .
B O FI F ED ER AL B A N K La J olla , C A
Loa n S erv ic in g R ep re se n ta tiv e J an 2 013 – J an 2 015
D esign ed an d e x ecu te d a pro je ct to scru b al l loan s in th e s erv ic in g por tfol io to as su re c om plian ce w it h
re gu lat ory fl ood in su ran ce re q u ir e m en ts an d to elim in at e gap s in fl ood in su ran ce c ov erage , s u bstan tial ly
r e d ucin g th e b an k’s e x p os ure to ris k .
D ev elop ed p roc ess m ap s an d p roc ed ure s for th e m ainte n an ce of h om eow ners an d fl ood in su ran ce
in for mation . BEX IL A M ER IC A N M ORTG AG E San D ie g o, C A
M ortg a ge O pera tio ns S pec ia li s t J an 2 012 – J an 2 013
R esear ch ed , w rot e, an d p ublis h ed ov er tw o doz en c h ap te rs for th e P ol ic ie s an d P roc ed ure s M an ual ,
Underw rit in g Stan dar ds M an ual , an d E ncom pas s U ser M an ual . T his in clu ded m aterial for th e e m ploy ee
an d th e b rok er w eb sit e .
D ev elop ed an d d eliv ere d trai nin gs c ov erin g su ch top ic s as R at e L oc k an d P ric in g, C han ged C ir c u m stan ces
an d A dvers e A ction s.
P U LT E M ORTG AG E, L LC . Engle w ood, C O
Busin ess P ro ce ss S pec ia li s t J an 2 004 – J an 2 011
Spear head ed 2 year p ro je ct th at im prov ed E rn st an d Y ou ng au dit re su lt s fr om ov er 100 findin gs to 3 by
coor din at in g wit h IT b usin ess p ar tn ers to dev elop b ette r s y ste m c on trol s an d op erat ion al b usin ess p ar tn ers
to im ple m en t p roc esses e n su rin g im prov ed q u al it y of loan fi le s.
R ed uced n um ber of in te rn al au dit fi ndin gs fou nd to be n on -c om plian t fr om h undre d s to le ss th an 30 by
su ppor tin g busin ess op erat ion s th rou gh an alysis of k ey p erfor man ce in dic at ors an d tre n ds.
T ar ge te d p roc ess im prov em en t p ro je cts tow ards m os t e ffi cie n t c u re for au dit e x cep tion s b y d ete rm in in g root
c au ses of au dit e x cep tion s; d ev elop ed p roc ess m ap s an d e lim in at ed fu tu re e x cep tion s th rou gh d ev elop men t
of ac tion p lan s.
T rai ned op erat ion s te am s on n ew p roc esses to en su re im prov ed ac cu rac y an d c on sis te n cy of q u al it y loan fi le s
im prov in g in te rn al au dit c om plian ce fr om 70% to 90% ov er 3 year p eriod .
Pre sen te d an d re v ie w ed re su lt s w it h u pper m an age men t e n su rin g th at fi ndin gs w ere d eliv ere d in c le ar an d
con cis e m an ner.
E D UCATIO N
U niv ersit y o f C olo ra d o | B ould er, C O
BA , E con om ic s
S K IL LS
•Zoom •C ustom er S uccess S trat egy •M ic ros oft O ffi ce S uit e
•C lie n t L ife cy cle M an age men t •C lie n t O nboar din g •C ustom er R elat ion sh ip
M an age men t (C RM )
•Upsellin g an d C ros s-s ellin g •C lie n t E ngage men t •C ros s-F unction al C ol lab oration
•M ic ros oft T eam s •Churn A nal ysis an d R ed uction •C lie n t C om munic at ion
•D at a-Driv en D ecis ion M ak in g •C lie n t R ete n tion •C lie n t S uccess A nal ytic s
•P roc ess Im prov em en t
Im ple m en tat ion
•H ubsp ot •G oogl e A pps
•Strat egi c B usin ess R ev ie w s •Ren ew al N egot iat ion •C ustom er S uccess M an age men t
•SaaS In dustry K now le d ge •In te rm ed iat e P or tu gu ese •J IR A
•G oT oM eetin g •C lie n t S at is fac tion M etric s •S al esfor ce
•K ey A ccou nt M an age men t •C lie n t U psellin g Strat egi es


---------------------------------------------------------
STILL NOT SURE WHAT TO DO?

We are glad that you preferred to contact us. Please fill our short form and one of our friendly team members will contact you back.

    X
    CONTACT US
    Verified by MonsterInsights