EMILY MILLER
Clarksville
Summary
Customer Success Manager with a focus on delivering exceptional service and achieving high customer satisfaction by effectively addressing needs and fostering strong, lasting relationships.
Overview
9
9
years of professional experience
Work History
Customer / Launch Success Manager
Metropolis Technologies [SP+ Parking]
01.2024 - 04.2025
- Lead the Midwest & Canada markets by having a strong understanding of products to effectively promote and position them in the market
- Oversaw Sphere implementations and provided 120 days of post-implementation support, surpassing the 95% adoption and usage target
- Responsibilities included: Overseeing the implementation process, tracking issues, use cases / bugs (follow up), conducting post-implementation validation, and executing comprehensive project management
- Traveled to various sites to deliver hands-on support during each launch, ensuring accurate setup and thorough understanding of the system by leadership
- Conducted training sessions and facilitated the setup and utilization of systems for both internal staff and clients
- Provided troubleshooting assistance to ensure a seamless transition and successful handover to the local Operations team in my absence
- Contributed to the creation of comprehensive training guides and led engaging training sessions on all systems, ensuring effective knowledge transfer and user proficiency
Facility Manager
SP+ Parking
09.2021 - 01.2024
- Supervised a team of 15, overseeing daily activities and coordinating facility-related tasks to ensure optimal performance
- Managed all aspects of onboarding, including job description creation, interviews, payroll processing, employee discipline, and performance reviews
- Oversaw transition from old to new technology, attending weekly meetings and coordinating with the installation team to ensure a smooth changeover and timely completion of deadlines
- Managed an annual budget of $2.2 million, effectively allocating resources for supplies, labor, and maintenance
- Provided detailed explanations to management regarding any variances from the budget, including reasons for overspending or underspending in various areas
- Oversaw financial operations for a shared account, including preparing and delivering monthly statements and variance reports
- Ensured accuracy through thorough reconciliation and resolution of discrepancies with client
- Cultivated strong connections with all 8 tenants within the facility as well as all businesses utilizing the facility, including prominent entities such as Country Music Television (CMT) and Philips Healthcare
- Developed strong relationships with vendors and contractors for efficient, cost-effective services
- Handled tenant relations by addressing complaints and concerns quickly to promote facility satisfaction
- Created and implemented operational policies, processes and procedures to keep facilities running smoothly and safely
- Served as the primary point of contact for both internal and external customers, addressing support requests and providing timely information
- Communicated with management and the team regarding upcoming repairs and projects
- Managed and operated TIBA PARCS system at location including pricing, user management, PCI compliance and security patching, and reporting and reconciling accounts for clients
- Handled invoice processing, deposit management, and daily/monthly receipt postings in compliance with corporate protocols through SP+ Telerev
- Maintained facility conditions through regular inspections and applied resources to keep the environment clean, safe, and functional
Contact Center Agent
SP+ Parking
01.2019 - 09.2021
- Assisted a high volume of customers daily with a positive attitude and a strong focus on achieving high levels of customer satisfaction
- Top performer consistently exceeding department goal of 7 tickets / hour
- Gained extensive knowledge of SP+ internal systems and programs
- Provided exceptional service by answering inquiries, addressing account discrepancies, and resolving concerns in a fast-paced, high-pressure environment, leveraging strong soft skills, patience, and empathy
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Approved and terminated customer accounts following corporate security standard with audit trail
- Analyzed and addressed customer inquiries and complaints with urgency, ensuring timely and effective solutions
Medical Receptionist
Tennessee Retina
07.2016 - 01.2019
- Managed patient scheduling, check-in, check-out, and billing processes with efficiency and accuracy
- Verified and updated patient insurance, demographic, and health information to ensure current records
- Assisted patients in completing medical forms and documentation
- Maintained strict confidentiality of patient information in compliance with HIPAA regulations and medical office policies
- Delivered compassionate customer service to create a welcoming environment for patients and their families
Education
Master of Business Administration - Project Management
Louisiana State University
Shreveport, LA03-2026
Bachelor of Professional Studies - Tourism And Hospitality Management
Austin Peay State University
Clarksville, TN05-2018
Skills
- SaaS Implementation
- Operations Oversight
- Product Management
- New Product Launch
- Product Road Mapping
- Leadership and Supervision
- Customer Service Management
- Client Relations
- Account Management
- Project Management
Timeline
Customer / Launch Success Manager
Metropolis Technologies [SP+ Parking]
01.2024 - 04.2025
Facility Manager
SP+ Parking
09.2021 - 01.2024
Contact Center Agent
SP+ Parking
01.2019 - 09.2021
Medical Receptionist
Tennessee Retina
07.2016 - 01.2019
Master of Business Administration - Project Management
Louisiana State University
Bachelor of Professional Studies - Tourism And Hospitality Management
Austin Peay State University
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