Open to opportunities

sharon smart

@sharonsmart

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Customer Success Specialist focused on reducing churn and driving engagement.

Vietnam

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What I'm looking for

I am looking for a role that values customer-centric strategies and offers opportunities for growth.

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.