Summary
Overview
Work History
Education
Skills
Timeline
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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, DC
05.2022

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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Stephanie Viehman