Customer Success Collective

The Customer Success Collective exists to create a space to help individuals and organizations drive company-wide alignment around the customer success as the scalable, sustainable source of business growth. 

https://www.customersuccesscollective.com/

Member

Apria

• Removed blockers for external and internal stakeholders and worked cross-functionally to resolve client escalations.

• Collaborated with the sales team, referrals (hospitals, physicians) and/or patients to gather documentation needed to meet insurance guidelines. Requested health plan authorizations/information as required; either electronically or verbally.

• Performed processing duties for the local branch; creating and working with new orders, reviewing multiple systems simultaneously to assist customers, confirming delivery appointments, verifying insurance, and obtaining authorization of equipment based on payor guidelines.

Branch Support Specialist

RecastSuccess

Customer Success Manager

Affirm

• Responsible for ensuring that Affirm’s scaled SMB and mid-market merchant program was successful by activating stagnant accounts, responding to inbound inquiries, and developing strategies and digital approaches to drive customer retention and expansion.

• Successfully expanded 10 owned strategic Mid-Market accounts by more than 200% in one year, accounting for $500K in expansion revenue.

• Identified pain points in the customer journey and created self-serve resources to support onboarding, adoption, and retention.

• Shared customer feedback with Sales, Operations, Technical Support, Marketing, Product, and Engineering teams to reduce user friction and product gaps; feedback directly enabled the creation of 2 new product enhancements in the client dashboard.

Client Success Specialist

• Awarded #1 rep for Q1 & Q2 2020 | 220% Quota attainment.

• Generated $1B+ GMV in net new sales opportunities for Mid-Market FY2020 through utilizing MEDDIC and Challenger Sales Methodology.

• Conducted competitive analysis and market segmentation to identify new growth opportunities for clients, resulting in a 25% increase in lead generation.

• Partnered with Outreach.io to develop framework, sequences, and prospecting strategy -  increasing prospect engagement by 22% (Open & Reply rates).

Business Development Associate

• Identified trends in customer escalations and disputes to inform improvements in customer support coaching, quality monitoring, and new feature development to improve end-to-end customer experience.

• Increased productivity by 50% through executing a test pilot project for a new Case Management System. Led internal user feedback collection, change management, and new process implementation across a team of 5.

• Selected to co-lead the Merchant Disputes backlog project and created best practices for cross-functional training, clearing a backlog of 400+ disputes and completing the project 5 days ahead of schedule.

• Collaborated with merchant partners, internal departments, and third parties to resolve complex financial issues.

Customer Operations Specialist

Clover Health

• Resolved escalated customer complaints (grievances) and payment disputes in accordance with the Center for Medicare & Medicaid Services regulations and compliance standards, as well as internal policies and procedures.

• Communicated with customers, partners, internal departments, and third-party vendors to collect and research all relevant documents and background information.

• Decreased employee ramp time by 50% through identifying gaps in new-hire training, and developing new operating procedures to reach employee best practices. 

• Actively supported an inclusive and empathetic company culture through community outreach and participation in Diversity & Inclusion Workgroup meetings.

Customer Operations Coordinator

Cardinal Education

• Led external communications for test-prep division to streamline client outreach and correspondence on proctoring and tutoring services, reducing proctor scheduling error rate by 33%.

• Increased office efficiency by 40% through spearheading independent projects, including digitizing company accounting, researching strategies to improve marketing materials, and updating employee handbooks.

• Spearheaded management initiatives such as approving company purchases, tracking operations budget, organizing supply inventory, and leading recruiting, interviewing, and training programs for new Operations team members.

• Represented Cardinal Education recruitment at the Spring 2016 Cal Career Fair.

Operations Coordinator & Executive Assistant to CEO

Asian American Pacific Islander Health Research Group

• Initiated and completed an independent community health research project that sought to address workforce diversity in health careers by conducting one-on-one interviews with first generation Southeast Asian college students.

• Facilitated the Integrative Medicine and Health Workforce workshops in the "Break the Silence" speaker series in collaboration with Asian Health Services.

Researcher/Facilitator

Converse

• Collaborated effectively with 12 team members to achieve Back-to-School and end of season sales goals - made 113% bonus.

• Awarded Employee of the Month - “July All-Star of the Month”.

Sales Associate

UC Berkeley Recreational Sports Facility

• Enforced policies and managed security to create safe opportunities for physical activity for 500+ students and community members.

• Oversaw 3-4 Recreational Operations staff members to ensure delivery of quality customer service.

• Collaborated with a team of 5-10 career staff members to host and successfully execute large-scale events, such as gymnastic and dance competitions. 

• Demonstrated appropriate quick-thinking strategies while handling escalated conflicts and emergency situations such as fire evacuations and CPR/AED response.

Center Supervisor

• Monitored safety and security for 500+ members coming in and leaving facilities.

• Maintained the facility operations performing duties such as bringing/folding towels and keeping inventory of facility equipment.

• Reported issues to the Center Supervisor or Senior Center Supervisor.

Recreational Operations Staff

Southeast Asian Student Coalition Summer Institute

• Planned a heavy logistical program and prioritized within a dynamic schedule, utilizing tools such as Microsoft Excel, Office, and Google Workspace to support 32 coordinators and mentors.

• Outreached to 16 alumni and community members to act as facilitators and guest speakers to teach culturally relevant workshops to Southeast Asian high school youth.

• Mitigated conflicts and disagreements between coordinators by promoting a solution-oriented environment.

Co-Curriculum Coordinator

After 8+ years driving customer operations and business development within tech startups, including 4 years at Affirm, I am ready for my next adventure. As a Customer Success Manager with 12+ years of client-facing and project management experience, I enjoy building strong relationships with executive stakeholders and maximizing customer outcomes and product adoption in a fast-paced environment. My background as a 1.5 generation Lao American and 1st generation college graduate pushes me to operate with significant empathy in my career and my community.  

I am always excited to discuss opportunities in Customer Success and Project Management! Feel free to reach out here: vmymala@gmail.com. 

Specialties: Customer Insights | Account Management | Strategic Planning | Performance Reporting | Relationship Management | Facilitation | Market Segmentation | Customer Usage Analysis | Microsoft Suite (Excel, PowerPoint, Word) | CRM (Salesforce) | Zendesk | Confluence | JIRA | Asana | G-Suite | Looker | Slack

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