Maria Denisov

About

Experienced customer success and support professional with a background in business administration, technical support, and tax services. Skilled in client management, process improvement, and technical troubleshooting. Adept at working with SMB and mid-market clients across various industries, with a focus on enhancing customer satisfaction and operational efficiency.

Experience

• Customer Success Manager · YotpoMay 2023 – Present

  Managing a portfolio of 70 SMB and Mid-market clients, leveraging data and performance metrics to optimize customer experience, conducting regular business reviews, collaborating with sales to develop strategies, presenting product changes, creating training sessions, and increasing product adoption.

• Client Success Specialist · CaseWare InternationalJuly 2021 – April 2023

  Managed a portfolio of 144 SMB and Mid-market clients, assisted in development and roll-out of new customer success programs, acted as the primary contact for customer issues, collaborated with cross-functional teams, created process documents, and conducted regular check-ins.

• Customer Service Representative · MixtilesNovember 2019 – July 2021

  Handled over 70 emails/chats daily, achieved high customer satisfaction ratings, maintained QA scores, created return labels, and managed customer inquiries.

• ITS Help Desk Associate · Brock UniversityMay 2018 – August 2018

  Provided technical support, created training guides, handled inbound calls, responded to tickets, implemented workarounds, and maintained user accounts.

• Income Tax Preparer · Liberty Tax Services CanadaJanuary 2017 – April 2018

  Prepared income tax returns, managed tax office operations, reviewed financial records, and interviewed clients.

• Tax Staff Accountant · Ernst & Young LLPJanuary 2016 – April 2016

  Executed administrative tasks, assisted with tax returns, managed audits, and generated reports.

Education

• Brock University, St. Catharines, OntarioBachelor of Business Administration Program, Business Administration

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