Donna Boo
@donnaboo
Customer Success professional with expertise in SaaS and account management.
What I'm looking for
I am a dedicated Customer Success and Account Management professional with over 6 years of experience in the SaaS industry. My journey has been marked by a commitment to improving customer retention and resolving issues efficiently. I take pride in my ability to exceed performance metrics while building strong relationships with clients. My focus on aligning services with business needs has consistently driven process improvements and enhanced customer satisfaction.
In my current role as a Customer Success Advocate at RoadRunner Waste Management, I manage accounts with a remarkable 92% retention rate and an average NPS score exceeding 75. I led the onboarding and adoption of digital waste solutions, created dashboards to monitor account health, and collaborated with cross-functional teams to implement tools that significantly boosted customer response times. My previous experience as a Customer Success Coordinator II at Envision Pharma Group further honed my skills in managing client portfolios and utilizing data insights to enhance service efficiency.
Experience
Work history, roles, and key accomplishments
Customer Success Advocate
RoadRunner Waste Management
May 2024 - Present (1 year 1 month)
Managed accounts with a 92% retention rate and average NPS score over 75. Led onboarding and adoption of digital waste solutions, creating dashboards to monitor account health and reduce churn.
Customer Success Coordinator II
Envision Pharma Group
Apr 2022 - May 2024 (2 years 1 month)
Managed pharmaceutical client portfolios using Salesforce and ServiceNow, leveraging data insights to improve satisfaction and service efficiency. Automated workflows and created process documentation, handling incident coordination and tracking project timelines.
Customer Service Representative / Account Manager
Better.com
Mar 2018 - Apr 2022 (4 years 1 month)
Guided clients through the loan process as a Licensed Mortgage Loan Originator, maintaining a 2-minute response time while handling high volumes. Closed compliant loans, sold insurance products, and improved CRM accuracy and onboarding workflows.
Education
Degrees, certifications, and relevant coursework
Unknown University
Bachelor of Science, Information Technology
Currently pursuing a Bachelor of Science in Information Technology with a concentration in Project Management. Expected to graduate in Spring 2026.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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