Khang Sharp
Clarksburg,MD
Summary
Results-driven professional with strong background in customer success and relationship management. Track record of improving client satisfaction through effective problem resolution and proactive engagement. Known for collaborative approach and adaptability in dynamic environments. Skilled in customer relationship management and data analysis.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Success Analyst
Guidehouse
04.2021 - Current
- Improve customer satisfaction by addressing concerns and providing timely solutions.
- Develop standard operating procedures and internal processes related to program.
- Enhance client retention through proactive communication and relationship-building efforts.
- Serve as a liaison between the business, end users, and IT development team
- Lead meetings with stakeholders to discuss open issues and provide support with business processes and enhancements requests.
- Develop comprehensive knowledge of product offerings, enabling prompt assistance for client's inquiries.
- Collaborate with cross-functional teams to resolve complex customer issues effectively.
- Utilize data and tools to track and identify potential issues and escalate to management.
- Lead User Acceptance Testing (UAT) efforts in support of testing system functionality and software releases.
Project Coordinator
EMMES
07.2019 - 04.2021
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Created job files for each project and maintained current data in each file.
- Maintained accurate documentation of all projects, facilitating efficient audits and future reference.
- Responded to requests for information on materials to inquiring parties.
- Established rapport and engaged with internal teams and stakeholders to build lasting professional relationships.
- Assisted in consolidating, compiling, editing, formatting, and distributing technical and non-technical reports.
- Responsible for tracking, preparing, and submitting deliverables.
- Managed and troubleshooted clinical website contents.
Education
Bachelor of Science - Business Administration
University of Maryland Global Campus
Hyattsville, MDSkills
- Results Driven
- Problem-Solving Ability
- Collaborative Team Player
- Service Excellence
- Time management
- Customer Relationship Development
- Effective Issue Resolution
Certification
- Certified Scrum Product Owner (2024)
Timeline
Customer Success Analyst
Guidehouse
04.2021 - Current
Project Coordinator
EMMES
07.2019 - 04.2021
Bachelor of Science - Business Administration
University of Maryland Global Campus
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