Carolina Segovia

About Carolina Segovia

and.I\'m a data driven and solutions-oriented Customer Success Manager / Customer Support Manager / Data Analyst with 20+ years of experience in customer relations and project management across aviation, manufacturing and SaaS industries often collaborating with C-Suite executives. Obtained Data Analytics certification from Georgia Tech during Covid-19 pandemic: MS Excel, Google Suite, Hyperion, SQL, Tableau, AS400, Government systems iRAPT & CAVAF, Salesforce, Sage (formerly Peachtree Accounting), managed book of business worth $1.93M in annual recurring revenue. Earned “CSM with the most customer engagement” in peer group. é, sold modular stair systems that cost up to $10K. Handled the sales, order entry, and logistics process up to the point of sending it to the warehouse. Streamlined the order & shipping process making it 20-30% more efficient. & , as a Customer Support Manager, I managed the $25M Delta Air Lines account. Extracted data from Hyperion, exported into Excel, sorted & pivoted data to analyze, created visualizations on trends and anomalies. Effectively tracked & monitored customer escalations to ensure timely resolutions, as a Customer Management Representative, I managed the Georgia division’s largest account. Played a key role in growing account from $5.6M to $9.1M in three years – a 17% annual growth rate – to almost $12M in 2016. Employed analytical expertise to streamline & enhance the customer order management process by collaborating with IT. Along with other accounts, managed 300+ monthly orders & delivered $15M in revenues, demonstrated keen attention to detail in handling & processing 3500+ purchase orders worth $2M annually. Expertly created an Access database by collecting & organizing data to easily generate reports for C-Suite é, effectively coordinated & executed customer order fulfillment by entering sales and logistics data, ensuring seamless processing and delivery to customers. Streamlined the process, making it 20-30% more efficient; native English and Spanish Email: c••••••••@gmail.com

Experience

1. Customer Success Coordinator

   Lectra

   Sep 2024 — Present · Atlanta, GA, US

   Manage team of ten (10) Professional Service specialists within the Customer Success department across North America.• Create and maintain customer projects in Salesforce to track training hours and contractual fulfillment.• Provide daily customer support, delivering timely and accurate training information to clients.• Foster open communication and collaboration with cross-functional teams, including Sales, Install, Finance, and Customer Success, to resolve customer issues.• Schedule and manage hardware and software training sessions for customers in the US, Mexico, and Canada regions.• Monitor and update schedules, ensuring efficient resource allocation and customer satisfaction.• Maintain job assignments in projects within Salesforce, ensuring data accuracy and compliance.• Verify and confirm team members’ time entries on a weekly and monthly basis within Salesforce.• Approve travel and expense requests, collaborating with finance and travel partners to support team operations.• Partner with the Senior Finance Analyst to oversee monthly revenue and forecasting.

Education

• Georgia Institute of Technology

  Certificate, Data Science & Analytics

• DeVry University

  Bachelor of Science (BS), Business Operations

Skills

• Purchasing
• Process Improvement
• Management
• Team Building
• Manufacturing
• Localization
• Leadership
• Business Operations
• Continuous Improvement
• Project Management
• Customer Service
• Commercehub
• Peachtree
• Peachtree Accounting
• Sales
• Inventory Management
• Iso 9000
• Logistics
• U.s. Immigration
• Administrative Activities
• Ltl
• Spanish
• Operations Management
• Immigration Law
• Immigration
• Negotiation
• Translation
• Budgets
• Truecommerce Edi