Gracie Shuga
@gracieshuga
Customer Success Program Manager candidate at Vivint who cut department turnover from 90% to under 10% and ticket handle time by 50%.
United StatesWhat I'm looking for
At Vivint, I lead frontline managers in a B2B customer success environment, coaching four supervisors who oversee 60 customer-facing agents. I own priority account relationships and help resolve complex contract disputes, commission issues, and customer financing concerns.
I brought department turnover from 90% to under 10% through retention planning, hiring practices, and staffing optimization. I also track KPIs, volume, and capacity for forecasting and scheduling, and present business reviews to senior leadership.
As Associate Manager, Account Creation, Sales Operations at Vivint, I ran performance management and coaching through a layer of supervisors. I built up-training programs and improvement roadmaps for entry-level staff.
Earlier, as Senior Supervisor, Direct to Home Buyouts at Vivint, I supervised agents handling customer disputes and contract buyouts, and delivered team training. At Claire's, I managed three stores and exceeded quarterly sales goals by 24%.
Experience
Work history, roles, and key accomplishments
Lead frontline managers in a B2B customer success environment, coaching four supervisors who oversee 60 customer-facing agents. Cut department turnover from 90% to under 10% and reduced ticket handle time by 50% year over year.
Managed performance and coaching for a 60-person customer support department through a layer of supervisors. Built up-training programs and structured improvement roadmaps that raised performance standards for multi-tiered entry level staff.
Supervised 10 to 12 agents handling customer disputes, contract buyouts, and management escalation calls. Wrote and delivered training for the full buyout team and held biweekly performance and development reviews with every agent.
Exceeded quarterly sales goals by 24% across three stores by setting per-location targets and building incentive plans. Managed P&L for three locations, reviewing profit, loss, shrink, and gap weekly, monthly, and quarterly to decide staffing and inventory spend.
Education
Degrees, certifications, and relevant coursework
Brigham Young University
Bachelor of Science, Communications
Bachelor of Science in Communications with a focus on Public Relations, completed in 2021.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
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