Rebecca Chilson
Verona
Summary
Dynamic Customer Success Manager with a proven track record at Intervala, excelling in customer relationship management and data analysis. Skilled in fostering loyalty through proactive communication and effective onboarding processes, I drive product improvements and enhance user satisfaction. Adept at cross-functional collaboration, I deliver impactful solutions that align with customer goals.
Overview
29
29
years of professional experience
Work History
Customer Success Manager
Intervala
06.2025 - Current
- Fostered strong customer relationships through proactive communication and support initiatives.
- Analyzed customer feedback to identify trends and drive product improvements.
- Developed customer onboarding processes to enhance user experience and satisfaction.
- Collaborated with cross-functional teams to address customer issues and deliver solutions.
- Implemented best practices for account management, ensuring alignment with customer goals.
- Trained and mentored junior team members on effective customer engagement strategies.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
- Developed comprehensive training materials that facilitated faster customer proficiency with the product.
- Identified at-risk accounts through diligent monitoring and analysis, implementing corrective actions to prevent churn.
- Organized and led quarterly business reviews with top clients, showcasing product value and discussing future opportunities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Managed customer MRP, placed purchasing PO’s to our suppliers, expedited, confirmed, follow-ups and schedule alignments to ensure customer’s schedule is on track to their need.
- Completed the customer’s RFQ’s through final quote to them
Quote Analyst
Intervala Llc
01.2025 - Current
- Developed analytical reports to support strategic decision-making for management teams.
- Collaborated with cross-functional teams to streamline workflows and enhance productivity.
- Utilized advanced Excel functions and data visualization tools to present findings effectively.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Optimized resource allocation by conducting thorough cost-benefit analyses on potential investments.
- Reduced errors in data entry, instituting rigorous quality control checks.
- Optimized operational efficiency by redesigning workflow processes.
- Developed comprehensive training materials for new analysts, improving onboarding efficiency.
- Increased customer satisfaction by analyzing feedback and implementing necessary changes.
- Streamlined data collection methods to improve speed and accuracy of analysis.
- Streamlined reporting processes, significantly reducing time required to generate insights.
- Generated reports detailing findings and recommendations.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
Program Manager
Intervala Llc
06.2022 - Current
- Led cross-functional teams to deliver complex projects on time and within budget.
- Developed project plans, timelines, and resource allocation strategies to optimize efficiency.
- Facilitated stakeholder meetings to gather requirements and ensure alignment on project goals.
- Analyzed project performance metrics to identify areas for improvement and implement solutions.
- Mentored junior team members, fostering professional development and enhancing team capabilities.
- Implemented process improvements that streamlined workflows and reduced operational bottlenecks.
- Coordinated with external vendors to ensure timely delivery of project materials and services.
- Managed risk assessments, proactively addressing potential issues to minimize impact on project outcomes.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
- Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Optimized resource allocation, effectively balancing priorities and managing competing demands.
- Delivered high-quality results by setting performance metrics and monitoring progress against targets.
- Spearheaded innovative problem-solving techniques that addressed challenges head-on, resulting in effective resolution measures.
- Improved program efficiency by streamlining processes and implementing time-saving solutions.
- Championed best practices in project management, fostering a culture of continuous improvement.
- Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
- Increased customer satisfaction through effective communication of program goals and expectations.
- Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members.
- Participated in pilot tests and revised programs based on feedback and results.
- Negotiated contracts with vendors, securing favorable terms that supported budgetary constraints.
- Interacted with customers and clients to identify business needs and requirements.
- Devised creative solutions to critical customer and user needs.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Reduced operational risks while organizing data to forecast performance trends.
Program Manager
Spartronics/Primus
08.2015 - 06.2022
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Identified program obstacles and communicated possible impacts to team.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Coached team members on productivity strategies to accomplish challenging goals.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Developed and maintained logistics workflows, procedures and reports.
- Implemented risk management strategies to mitigate potential barriers to project success.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Reported issues to higher management with great detail.
- Developed project plans, timelines, and resource allocation strategies to optimize efficiency.
- Facilitated stakeholder meetings to gather requirements and ensure alignment on project goals.
- Analyzed project performance metrics to identify areas for improvement and implement solutions.
- Implemented process improvements that streamlined workflows and reduced operational bottlenecks.
- Managed risk assessments, proactively addressing potential issues to minimize impact on project outcomes.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
- Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Optimized resource allocation, effectively balancing priorities and managing competing demands.
- Delivered high-quality results by setting performance metrics and monitoring progress against targets.
- Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
- Increased customer satisfaction through effective communication of program goals and expectations.
- Interacted with customers and clients to identify business needs and requirements.
- Devised creative solutions to critical customer and user needs.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reduced operational risks while organizing data to forecast performance trends.
Paraprofessional
WASD
08.2010 - 08.2015
- Assisted teachers in delivering instructional support to students with diverse learning needs.
- Facilitated small group activities to enhance student engagement and comprehension.
- Implemented behavior management strategies to promote positive classroom environment.
- Collaborated with educational staff to develop individualized education plans for students.
- Monitored student progress and reported observations to educators for tailored interventions.
- Utilized educational technology tools to support lesson delivery and student participation.
- Provided one-on-one assistance to students requiring additional academic support and guidance.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
- Fostered a positive learning environment by establishing strong rapport with students, parents, and faculty members.
- Enhanced student support by delivering one-on-one and small group assistance in various subjects.
- Supported special education teachers in implementing accommodations and modifications for students with diverse learning needs.
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Implemented behavior management techniques effectively to maintain a structured learning environment conducive to student success.
- Promoted a respectful classroom culture by modeling appropriate behavior and reinforcing positive interactions among peers.
- Coordinated with multidisciplinary teams to evaluate student progress and adjust instructional strategies as needed.
- Reported on student progress, behavior, and social skills to parents.
- Assisted in the administration of standardized testing, ensuring accurate assessment of student performance levels.
- Strengthened student literacy skills through targeted reading intervention programs tailored to individual needs.
- Facilitated small group tutoring sessions for students struggling in math and reading.
- Supported teachers in grading assignments, ensuring timely feedback for students.
- Assisted in creating lesson plans that accommodated various learning styles, promoting inclusivity.
Property Manager
GEM MANTAINANCE
04.1997 - 07.2010
- Managed tenant relations, addressing concerns and ensuring satisfaction.
- Coordinated property maintenance schedules, optimizing service delivery and minimizing disruptions.
- Conducted regular property inspections to identify maintenance needs and ensure compliance with safety standards.
- Implemented cost-effective strategies for property management, enhancing operational efficiency and tenant retention.
- Oversaw lease agreements, ensuring adherence to legal requirements and timely renewals.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
- Developed comprehensive preventative maintenance programs to prolong the lifespan of building systems and reduce costly emergency repairs.
- Reduced vacancy periods by implementing strategic marketing initiatives targeting specific demographics within the community.
- Updated property management software regularly to optimize efficiency in daily operations such as scheduling maintenance tasks or tracking rent payments received from tenants.
- Managed budget effectively, ensuring all property expenses were kept within allocated funds.
- Streamlined rent collection processes, significantly reducing late payments.
- Coordinated appointments to show marketed properties.
Education
Communications
Penn College of Technology
Williamsport, PASkills
- Customer relationship management
- Account management
- Data analysis
- Project management
- Cross-functional collaboration
- Training and mentoring
- Communication skills
- Customer account management
- Customer relationship building
- Inter-department collaboration
- Team building
- Cross-functional coordination
- Customer onboarding
- Multitasking Abilities
Timeline
Customer Success Manager
Intervala
06.2025 - Current
Quote Analyst
Intervala Llc
01.2025 - Current
Program Manager
Intervala Llc
06.2022 - Current
Program Manager
Spartronics/Primus
08.2015 - 06.2022
Paraprofessional
WASD
08.2010 - 08.2015
Property Manager
GEM MANTAINANCE
04.1997 - 07.2010
Communications
Penn College of Technology