Taneadra Perry
@taneadraperry
I am a results-driven Customer Success professional.
United StatesWhat I'm looking for
I am a results-driven customer success professional with hands-on experience across customer-facing and technical roles. I focus on driving product adoption, reducing churn, and delivering measurable value to clients.
I have onboarded 100+ users, led account programs that increased user engagement by 33%, and helped convert $604K in upsell opportunities while improving customer retention and satisfaction metrics. I regularly lead QBRs and develop tailored success plans to meet client objectives.
Technically, I configure and troubleshoot ServiceNow applications, use Salesforce and Jira to monitor account health, and have delivered Tier 1/2 IT support with strong first-contact resolution rates. I also build workflow automations, manage system upgrades, and created an IT disaster recovery plan to improve operational resilience.
I am collaborative, data-driven, and passionate about helping clients achieve their goals through continuous optimization of digital solutions. I look to join teams where I can scale customer success programs, mentor peers, and deliver measurable business outcomes.
Experience
Work history, roles, and key accomplishments
Systems Administrator
ServiceNow
Jun 2024 - Present (1 year 2 months)
Defined customer success KPIs and configured ServiceNow applications, onboarding 100+ users and improving issue resolution times by 30%. Developed platform enhancements and troubleshooting processes to streamline workflows and increase product utilization.
E-Commerce Client Success Lead
Luxebox Retail LLC
Feb 2024 - Nov 2024 (9 months)
Optimized e-commerce customer journeys to reduce churn by 18% and standardized lead distribution, increasing lead conversion by 15%. Developed client success strategies and sales support materials that improved overall customer satisfaction by 10%.
Customer Support Specialist
ASM Research
May 2021 - Jan 2024 (2 years 8 months)
Built and nurtured relationships with 10 government and defense clients, increasing customer retention by 27% and driving a 33% rise in user engagement. Customized success plans that converted $604K in upsells, reduced churn by 20%, and maintained 97% customer satisfaction.
Help Desk Technician
District of Columbia Public Schools
Aug 2018 - Apr 2021 (2 years 8 months)
Delivered Tier 1/2 IT support with a 90% first-contact resolution rate and managed hardware deployments and system upgrades across 117 schools. Documented tickets with 98.3% accuracy in Salesforce, implemented an IT disaster recovery plan, and improved service delivery time by 18%.
Education
Degrees, certifications, and relevant coursework
UCUniversity of the District of Columbia
Information Technology
Completed Information Technology coursework at the University of the District of Columbia in Washington, D.C.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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