Libi Crane

Experience

• 

  Starbucks

  Jul 2011 - Nov 2014

  Shift Supervisor
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  Frontpoint

  Dec 2014 - May 2016

  Customer Support Executive

  ● Maintained 90% quality assurance calls● Managed quality communication, customer support, and product representation for each client● Promptly responded to general inquiries from staff and clients via mail, e-mail, and telephone● Assisted customers through troubleshooting, system upkeep, billing inquiries, and other various customerssupport● Provided refunds as needed and worked on providing payment plans and options as necessary● Provided clear and concise information to customers Show less

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  National Student Clearinghouse

  May 2016 - Jan 2017

  Client Support Specialist

  ● Updated and verified educational record● Assisted users with account access● Processed and filed documents● Ensured all data was within FERPA regulation● Maintained databases● Ensured a positive customer experience● Worked on committees to improve organizational culture

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  MHelpDesk

  Feb 2017 - Sept 2018

  ● Assisted in the creation of the team in order to improve revenue retention● Created the policies and procedures for both billing and retention reps● Created the guidelines for quality assurance reviews on reps' calls● Worked with 125 high-value accounts over $300 MRR in order to improve their experience● Retained 15% of at-risk customers (2 percentage points higher than the company average)● Reported on trends in cancellations, sales rates, and billing disputes within Salesforce Show less

  • Account Manager//Head of Billing & Customer Retention

    Apr 2018 - Sept 2018

  • Senior Customer Service Representative

    Aug 2017 - Apr 2018

  • Lead Billing Specialist

    Apr 2017 - Aug 2017

  • Product Specialist

    Feb 2017 - Apr 2017
• 

  GoCanvas

  Oct 2018 - Jul 2019

  Billing Specialist

  ● Created the policies and procedures for both billing and customer support reps● Implemented ZenDesk for billing tickets to be sent through● Implemented Zuora and assisted in the transition from Aria Billing System● Established the role of billing specialist and how to work interdepartmentally● Worked with collections efforts● Invoiced customers monthly on various platforms (tungsten, Ariba, etc)

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  MHelpDesk

  Jul 2019 - Feb 2020

  Business Development Representative

  ● Maintained 118% monthly performance score comprised of demos set, dials made, MRR sold, andquality assurance scores● Maintained a 100% quality assurance score for sales calls each month● Consistently made 120 calls per day (2,520 calls per month) to prospective clients● Brought in $300,000 annualized MRR through accurately vetting and qualifying leads● Averaged 1,000 shows per year from lead conversion● Created engaging email marketing campaigns to increase contact rates with leads Show less

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  Custom Ink

  Feb 2020 - Dec 2023

  ● Managed and grew key accounts ● Maintained a book of business worth $1.6 million over 100 key accounts● Assisted in leading a team of 12 account managers, providing training and mentorship● Implemented strategies for customer retention and satisfaction ● Collaborated with other departments (e.g., Marketing, Sales Enablement, Sales Optimization) to improve customer experience● Regularly analyzed account performance● Successfully negotiated contracts and deals with large business accounts Show less ● Answered 25+ inbound phone calls and 40+ emails daily● Member of Recognition Crew, which helps deliver initiatives on employee validation and achievements● Met sales goals by establishing relationships with customers● Addressed Key needs with customers to be able to provide appropriate product needs● Ability to upsell and cross-sell based on customer needs● Established Interdepartmental relationships to increase customer experience● Maintained 90%+ accuracy on placed orders Show less

  • Key Account Team Lead

    Jul 2022 - Dec 2023

  • Key Account Manager

    Aug 2021 - Jul 2022

  • Key Account Associate

    Apr 2021 - Aug 2021

  • Sales Specialist

    Feb 2020 - Apr 2021