Nicollette Saroop

Customer Success Manager (Hybrid)

DentalPlans.com

Nov 2022 - Current (3 years 8 months)

Lead the customer success team in delivering tailored dental savings plan solutions to members nationwide. Manage lifecycle communications, focusing on retention, upsells, and engagement through CRM systems. Partner with marketing and sales to analyze NPS and implement experience-driven feedback strategies. Coordinate escalated case management with cross-functional departments to ensure swift resolution. Streamline SOPs for success workflows, reducing onboarding time for new team members. Collaborate with operations to flag and close systemic issues that hinder service delivery. Awarded for driving a 20% increase in member satisfaction scores during the first year in role.

Customer Service Manager

DentalPlans.com

May 2021 - Current (5 years 2 months)

Oversaw virtual customer support operations across email, chat, and phone, ensuring 24-hour resolution SLAs. Managed KPIs, including first-contact resolution and support ticket closure rates. Reduced customer churn by identifying patterns in cancellation reasons and implementing save protocols. Aligned internal dashboards with daily case volume trends to improve team staffing. Implemented a member loyalty callback campaign that boosted plan renewals by 16%. Initiated a feedback loop strategy between frontline agents and development for product improvement.

Assistant Project Manager

DentalPlans.com

Oct 2019 - May 2021 (1 year 8 months)

Assisted in managing timelines, resources, and documentation for marketing and customer experience initiatives. Collaborated with stakeholders to define project goals, timelines, and KPI measurements. Maintained Jira boards and sprint schedules, coordinating with design and engineering teams. Produced post-project summaries and lessons-learned documents to optimize future rollouts. Conducted budget tracking and vendor follow-up to stay within scope. Redesigned intake workflow templates that shortened kickoff-to-launch by two business days.

Marketing Coordinator

DentalPlans.com

Jul 2017 - Oct 2019 (2 years 4 months)

Coordinated multi-channel marketing campaigns targeting both new and existing plan holders. Managed content calendars and social media campaign rollouts alongside in-house creatives. Analyzed campaign performance metrics and optimized strategy using Google Analytics insights. Collaborated on A/B tests for email marketing to refine open and conversion rates. Built campaign tracking templates to simplify monthly reporting. Recognized for spearheading success of "Refer & Save" program, resulting in 24% increase in customer referrals

Customer Success Specialist

DentalPlans.com

Mar 2016 - Jul 2017 (1 year 5 months)

Supported new members through onboarding, product education, and account setup. Managed inbound member inquiries across phone and digital platforms with high empathy and speed. Logged member concerns and insights into CRM for team review. Flagged trends in support data that influenced updates to help center content. Helped improve plan selection guidance by initiating a FAQ rebuild and resource library.

Nicollette Saroop

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