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Serena Delevante

@serenadelevante

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Customer Success professional transitioning hospitality expertise into tech-forward CSM roles.

United States

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What I'm looking for

I seek a customer-success role in a tech-forward company where I can apply hospitality-led relationship skills to B2B/SaaS onboarding, retention, and cross-functional collaboration while growing into expanded leadership responsibilities.

I am a Strategic Customer Success professional with over 10 years of high-touch client support, retention, and relationship management experience, primarily in hospitality. I excel at de-escalation, client onboarding, live customer engagement, and cross-functional collaboration.

In my current role I streamlined team workflows to improve response time and service consistency by 20%, resolved escalations to increase customer satisfaction and repeat business, and mentored new staff while interfacing with operations and tech teams for seamless handoffs. I maintain strong data integrity practices and am proficient with CRM and support platforms.

I am poised to transition into B2B and SaaS Customer Success roles where human connection and operational efficiency intersect, bringing proven skills in client retention, onboarding, workflow optimization, and strategic communication.

Experience

Work history, roles, and key accomplishments

Current

Client Loyalty Specialist

Current

Luggage Forward

Jul 2021 - Present (4 years 7 months)

Streamlined team workflows to improve response time and service consistency by 20%, resolved escalated high-value client issues to boost satisfaction and repeat bookings, and mentored new staff while coordinating handoffs with operations and tech teams.

& Customer Success Escalation Management Zendesk CRM (Salesforce)Live Chat Cross Functional Collaboration Onboarding Workflow Optimization

Reservations Group Coordinator

Highgate Hotels

Dec 2017 - Jun 2021 (3 years 6 months)

Managed group bookings for conventions and corporate clients, audited booking data to reduce billing and booking errors, and collaborated with sales and events to support account retention and upselling efforts.

Account Management Opera CRM Data Integrity Upselling Sales Enablement Client Communication

Overnight Manager / Front Office Supervisor

Pyrmaid Hotel Group

Dec 2015 - Jun 2017 (1 year 6 months)

Oversaw overnight front office operations, handled escalations and guest support in boutique hotels, and maintained system data integrity across OPERA, MARSHA, and Micros while coordinating with sales and operations leadership.