SSsharon smart
@sharonsmart
Customer Success Specialist focused on reducing churn and driving engagement.
VietnamWhat I'm looking for
I am a Customer Success & Retention Specialist with over 4 years of experience in SaaS, E-commerce, and Tech. My expertise lies in helping businesses reduce churn, enhance customer engagement, and drive revenue growth through data-driven strategies. At GemCommerce, I successfully cut resolution time by 25% and reduced support tickets by 20% by improving self-service options. My customer-first approach ensures seamless experiences that foster long-term loyalty and business growth.
In my previous role at Achieve Test Prep, I led a 30-person team, streamlined onboarding processes, and increased customer retention by 15%. My ability to resolve high-priority escalations while maintaining a 90%+ first-contact resolution rate has been pivotal in turning negative experiences into long-term loyalty. I thrive in collaborative environments, working cross-functionally with Product, Tech, and Engineering teams to enhance user experiences and drive performance metrics.
Experience
Work history, roles, and key accomplishments
Senior Customer Success Specialist
GemCommerce
May 2023 - Jan 2025 (1 year 8 months)
As a Senior Customer Success Specialist, I reduced average resolution time by 25% and lowered support ticket volume by 20% through the creation of self-service resources. I also trained new hires to improve onboarding efficiency and collaborated with cross-functional teams to enhance user experience.
Customer Success Team Lead
Achieve Test Prep
Mar 2021 - Apr 2023 (2 years 1 month)
In my role as Customer Success Team Lead, I led a 30-person team, achieving a 90%+ first-contact resolution rate. I optimized onboarding processes, improved customer retention by 15%, and effectively managed escalations to foster long-term loyalty.
Travel Sales Agent & Customer Support
DreamPort ASAP Tickets
Aug 2020 - Feb 2021 (6 months)
As a Travel Sales Agent, I maintained a 95%+ customer satisfaction rate by providing personalized travel solutions. I processed over 100 inquiries daily and reduced booking time by 25% through efficient consultation workflows.
Project Manager
JO Marketing Agency
Feb 2018 - Jun 2020 (2 years 4 months)
As a Project Manager, I led multiple digital marketing projects, achieving 100% on-time delivery and increasing workflow efficiency by 40%. I collaborated with cross-functional teams to define campaign goals and optimize project timelines.
Education
Degrees, certifications, and relevant coursework
Cross River University of Technology
Bachelor of Science, Computer Science
Tech stack
Software and tools used professionally
Availability
Location
VietnamAuthorized to work in
Job categories
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