Tammy H.
Senior Customer Success Team Lead
Open to offersNew to PlatformAbout
Tammy H. is a customer-focused operations and onboarding professional with over 10 years of experience in guiding clients through complex processes and managing high-volume communication. With a proven track record in positions such as the US Customer Success Team Lead at World Fuel Services and Technical Account Specialist at Stryker, she has effectively coordinated cross-functional teams across global organizations. Her expertise lies in areas such as CRM management, with proficiency in Salesforce and Zendesk, process optimization, and SOP launches. At World Fuel Services, she managed a diverse account portfolio, led a team of seven, and launched three new SOPs, significantly enhancing customer experience and streamlining operations. At Citrix, she supported diverse clientele, including small businesses and hospitality clients, improving account performance through strategic guidance on best practices and compliance. Tammy's continuous focus on customer success and active problem-solving has greatly contributed to the operational effectiveness of the organizations she has served.
Experience
US Customer Success Team Lead
World Fuel Services · 2023 — 2026Oversaw a portfolio of accounts throughout various stages, aiding clients with issue resolution and documentation needs to ensure expedient outcomes. Provided coaching on payment processes and system navigation to enhance client understanding and minimize inquiries. Managed a daily influx of 25–45 communications via email, phone, and SMS, prioritizing clear expectations and consistent follow-up. Led a team of seven in training and performance coaching focused on customer communication and case management. Coordinated the launch of three new SOPs, ensuring proper asset collection and alignment within internal teams to promote effective adoption. Maintained accurate records of customer interactions and case updates through Salesforce for cross-team visibility.Technical Account Specialist
Stryker · 2022 — 2023Acted as a point of contact for clients regarding account discrepancies, providing guidance through resolution steps and setting clear expectations for documentation and timelines. Managed extensive communications across multiple regions, delivering timely responses and proactively updating stakeholders. Worked with cross-functional teams to enhance accuracy and improve the customer experience related to financial transactions. Contributed feedback for system adjustments and process enhancements in collaboration with IT and operations teams. Used Salesforce and Zendesk to oversee case tracking and maintain documentation visibility.Customer Service Specialist
Citrix · 2017 — 2022Assisted a varied clientele, including small businesses and hospitality sectors, by providing support on account setup and compliance requirements. Instructed customers on best practices and financial requirements to enhance account performance and mitigate risk. Coordinated necessary asset collection with sales and credit associations to facilitate smooth transitions. Identified inefficiencies in processes, contributing to improvements that elevated customer experiences and minimized delays. Ensured comprehensive CRM documentation to foster visibility and alignment among teams.
Skills & Expertise
Education
- High School DiplomaCTP de Limon · — — 2006
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