Maxine Dee

About Maxine Dee

I help clients navigate complex systems with clarity and confidence. With…

Experience

1. Customer Success Manager

   Benepass

   Oct 2022 — Present

   Collaborate closely with the leadership team and various departments to manage onboarding, renewals, product features, training, and upsells, resulting in increased customer satisfaction and retention.* Establish and maintain accounts using ChurnZero (CRM), utilizing customer churn and satisfaction data to inform strategic initiatives and drive customer success strategies.* Developed custom training and education materials, streamlining the onboarding process and reducing learning curves, leading to increased customer loyalty.* Created business review materials, effectively measuring customer engagement, spending data, and aligning goals and objectives with the product.* Conduct quarterly, bi-yearly, and yearly Business reviews across all clients to identify gaps, upsell opportunities, and give a general overview of their engagement and spending data * Conduct customer workshops, fostering cross-departmental collaboration, on best practices for product utilization and to ensure successful adoption and usage of the product.* Analyze customer experience data and feedback, identifying areas for improvement in service delivery, customer satisfaction, and loyalty.* Research and advise customers on IRS laws and regulations, ensuring adherence to pre-tax benefit industry standards.* Generate remedial action plans for IRS testing, addressing audit findings and ensuring compliance.* Provide exceptional customer support, resolving benefit/technical issues promptly and effectively, resulting in high customer satisfaction.* Developed project plans with forecasts, estimates, and resource assignments, ensuring successful project execution.* Manage a team of Customer Experience Specialists, driving streamlined information sharing and reducing investigation workload, resulting in improved overall account health.* Implemented new processes and policies to continuously improve customer success initiatives and drive operational efficiency.

Education

• South Sevier High School

  US High School Diploma

• Snow College

  Associate of Science - AS, General Studies

• Utah State University

  Bachelor of Science - BS, Education

• University of Utah

  Master of Education - MEd, Educational Psychology - Instructional Design & Educational Technology

• Southern Utah University

  Educational Leadership and Administration

• Colegio de Sta. Rosa

  Philippine High School Diploma