Briana Mendoza
Raleigh
Summary
Results-oriented Customer Success professional with expertise in enhancing engagement, retention, and revenue in SaaS and healthcare sectors. Manages the complete customer lifecycle, fosters strong relationships, and identifies business needs through consultative communication. Collaborates cross-functionally to optimize outcomes and leverages CRM tools like Salesforce and Monday.com to inform customer success strategies.
Overview
10
10
years of professional experience
Work History
Business Development Representative
DemandZEN
01.2025 - Current
- Managed relationships with prospective and existing accounts, aligning solutions to address business needs and support client success outcomes.
- Maintain 80% meeting held rate, demonstrating strong engagement and qualification strategies
- Led ValiCyber campaign as primary representative, driving engagement with target accounts.
- Support four concurrent SaaS demand generation campaigns, ensuring consistent outreach and account engagement
- Collaborated with sales and marketing teams to ensure smooth handoff of qualified opportunities, enhancing customer experiences.
- Consistently meet or exceed weekly and monthly performance KPIs
Sales Consultant & Office Manager
Durham Dentures & Implants
Durham
01.2025 - Current
- Increased treatment plan acceptance by 30% within 90 days through consultative communication and improved client education
- Managed client relationships from initial consultation to treatment completion, enhancing satisfaction and retention
- Built and maintained pipeline of new and returning clients through proactive follow-ups and referrals, driving client loyalty
- Generated six qualified leads in one month through targeted outreach initiatives, expanding client base
- Maintained client documentation and engagement workflows using Monday.com CRM
Assistant Manager
Enterprise Mobility
Burlington
01.2022 - 01.2025
- Increased branch profitability 20% year-over-year through account growth and service improvements
- Led and coached 12-person team, enhancing operational performance and service delivery
- Managed corporate and retail customer accounts, achieving 95% customer satisfaction
- Resolved escalated customer issues with 90% first-contact resolution, strengthening client retention
- Recognized as Top 10 Performer in the 53EE region for sales and service excellence
Management Trainee
Enterprise Mobility
Durham
01.2021 - 01.2022
- Achieved 25% increase in monthly revenue through consultative recommendations and engaged customer interactions
- Delivered strong service that supported 90% customer satisfaction ratings
- Promoted to Assistant Manager within 12 months due to strong leadership and performance
Medical Laboratory Technician
Guilford County Health Department & Wesley Long Hospital
Greensboro
01.2016 - 01.2021
- Collaborated with cross-functional healthcare teams to ensure timely delivery of accurate diagnostic results for enhanced patient care
- Streamlined workflow processes, achieving 10% improvement in turnaround times, enhancing operational performance
- Trained new team members while maintaining high-volume laboratory operations in fast-paced environments
Education
Bachelor of Science - Communication (Advertising)
Appalachian State University
Remote05-2020
Associate of Applied Science - Medical Laboratory Technology
Alamance Community College
Associate of Arts - University Transfer Program
Alamance Community College
Skills
- Customer success management
- Account management
- Client onboarding
- Retention strategies
- Lifecycle management
- Engagement strategies
- Customer feedback analysis
- CRM management
- Data analysis and reporting
- Cross-functional collaboration
- Customer advocacy
- Escalation resolution
Customer Success Impact
- Increased treatment plan acceptance 30% within 90 days through consultative client engagement and education
- Maintained 80% client engagement rate through proactive outreach and strong qualification strategies
- Improved customer satisfaction to 95% through proactive account management and service delivery
- Drove 20% branch profitability growth through account retention and expansion strategies
- Managed customer insights, engagement tracking, and relationship documentation in Salesforce and Monday.com CRM
Timeline
Business Development Representative
DemandZEN
01.2025 - Current
Sales Consultant & Office Manager
Durham Dentures & Implants
01.2025 - Current
Assistant Manager
Enterprise Mobility
01.2022 - 01.2025
Management Trainee
Enterprise Mobility
01.2021 - 01.2022
Medical Laboratory Technician
Guilford County Health Department & Wesley Long Hospital
01.2016 - 01.2021
Bachelor of Science - Communication (Advertising)
Appalachian State University
Associate of Applied Science - Medical Laboratory Technology
Alamance Community College
Associate of Arts - University Transfer Program
Alamance Community College