Stephanie Viehman
Rolling Meadows,IL
Summary
Dynamic Customer Success Manager with a proven track record at GCG, excelling in customer account management and relationship building. Skilled in Oracle and fostering inter-department collaboration, I have enhanced customer satisfaction through effective problem resolution and mentoring, driving continuous improvement and retention in a fast-paced environment.
Overview
21
21
years of professional experience
Work History
Customer Success Manager
GCG
01.2025 - 07.2025
- Coordinated with internal teams to provide prompt support and address client needs efficiently
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
Customer Operations Manager
GCG
08.2020 - 01.2025
- Led projects and implementations of internal processes, methodologies and tools to improve business performance
- Coordinated with other departments to resolve inter-departmental challenges that affected service delivery, promoting seamless collaboration across functions
- Mentored team members to advance their skills and knowledge
- Managed daily workflow of customer support team, ensuring timely response and resolution of customer inquiries
- Promoted a culture of continuous improvement by encouraging feedback from staff members and taking action on suggestions, fostering employee engagement and motivation
- Championed best practices for managing escalations by effectively resolving high-priority issues with minimal impact on customer experience
- Performed business analysis and provided guidance on best practices and various approaches
- Participated in regular team meetings to review performance metrics, discuss upcoming initiatives or changes in procedures, fostering open communication among staff members
- Used critical thinking to break down problems, evaluate solutions and make decisions
Account Manager, Inside Sales
GCG
05.2007 - 08.2020
- Managed diverse portfolio of accounts, ensuring each client received personalized attention tailored to their unique needs
- Cultivated long-lasting partnerships with clients by consistently exceeding expectations and delivering exceptional service
- Developed strong relationships with key clients, resulting in increased account retention and growth
- Effectively resolved escalated client issues in a timely manner while maintaining positive working relationships
- Consistently maintained high levels of client satisfaction through proactive communication and prompt problem resolution
- Collaborated closely with cross-functional teams to ensure seamless service delivery for clients
Ericsson Account Assistant
GCG
05.2004 - 06.2005
- Increased client satisfaction by building strong relationships and addressing their needs promptly
- Established clear communication channels between client and internal teams, ensuring seamless project execution
- Performed administrative and clerical duties such as word processing, data entry, faxing and copying
- Maintained an organized filing system for easy access to documents, improving overall efficiency
- Skilled at working independently and collaboratively in a team environment
- Proven ability to learn quickly and adapt to new situations
- Assisted with day-to-day operations, working efficiently and productively with all team members
Education
Bachelor of Science - Business Administration
American University
Washington, DC05.2022
Skills
- Customer account management
- Customer relationship building
- Customer retention
- Research and due diligence
- Proficient in Oracle
- Inter-department collaboration
- Customer service
- Training and mentoring
Timeline
Customer Success Manager
GCG
01.2025 - 07.2025
Customer Operations Manager
GCG
08.2020 - 01.2025
Account Manager, Inside Sales
GCG
05.2007 - 08.2020
Ericsson Account Assistant
GCG
05.2004 - 06.2005
Bachelor of Science - Business Administration
American University
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