Open to opportunities

Mary Lightfoot

@marylightfoot

Customer Success & Support Specialist with 15+ years delivering high-quality service, resolving complex issues, and leading teams.

United States

Message

What I'm looking for

I’m looking for a remote (or flexible) customer success role where I can lead support excellence, de-escalate complex issues, improve processes, and strengthen client relationships—while partnering closely with teams to raise satisfaction and retention.

I’m a customer-focused professional with 15+ years of experience delivering high-quality support, building client relationships, and leading teams across service-based industries. I’m known for resolving complex issues, improving customer satisfaction, and training staff to deliver consistent service excellence.

In my role as a Customer Success & Support Specialist at 5 Sunrays Inc. (Remote), I managed 40–60+ customer interactions daily across phone, email, and chat. I maintained high customer satisfaction through empathetic communication, resolved complex issues to reduce repeat inquiries, and used CRM and ticketing systems to track and manage cases efficiently.

I’ve also led teams in multi-location environments as a District Leader at Hair Cuttery and an Area Leader at Regis Corporation. I supervised operations and staff performance, coached leaders on service excellence and sales techniques, and implemented service improvements that increased customer satisfaction.

Early in my career, I delivered training programs and mentored professionals as a Senior Artist / Trainer at Redken 5th Ave, and I built customer loyalty and growth as a Business Owner / Stylist at Panache Hair & Nail Boutique. I bring strong process improvement, technical troubleshooting, and multi-channel customer engagement to every partnership.

Experience

Work history, roles, and key accomplishments

Customer Success & Support Specialist

5 Sunrays Inc.

Nov 2017 - Jul 2022 (4 years 8 months)

Managed 40–60+ daily customer interactions across phone, email, and chat, resolving complex issues with empathetic communication. Improved efficiency by reducing repeat inquiries and identified upsell opportunities based on customer needs.

Customer Success Remote Customer Support Conflict Resolution Upselling Customer Satisfaction Technical Troubleshooting Process Improvement

District Leader

Hair Cuttery

Jan 2010 - Jan 2013 (3 years)

Supervised multiple salon locations, overseeing staff performance, operations, and customer experience. Trained managers and teams on service excellence and sales techniques while improving customer satisfaction through leadership and development.

Team Leadership Training Customer Experience Management Performance Metrics

Area Leader

Regis Corporation

Jan 2008 - Jan 2010 (2 years)

Recruited, trained, and developed salon managers across multiple locations. Oversaw inventory and compliance and implemented service improvements to increase customer satisfaction.

team development Inventory Management Service Improvement Customer Satisfaction Operational Consistency Leadership

Senior Artist / Trainer

Redken 5th Ave

Jan 2001 - Jan 2008 (7 years)

Delivered training programs on product knowledge and technical skills while mentoring professionals to improve service quality and customer experience. Represented the brand at industry events and trade shows.

Product Knowledge Mentoring Customer Experience Brand Representation

Business Owner / Stylist

Panache Hair & Nail Boutique

Jan 2003 - Jan 2005 (2 years)

Managed daily operations, finances, and customer relationships while building a loyal clientele through personalized service. Increased revenue by recommending products and upselling services based on customer needs.

Business Operations Financial Management Customer Relationship Management Personalized Services Product Recommendations Upselling Revenue Growth Client Retention