Percy Wyatt Jr.
Cypress
Summary
Experienced Director of Customer Success with 28 years of leadership in customer service, success, and experience roles. Proven track record of driving customer satisfaction, retention, and revenue growth. Adept at leading cross-functional teams, developing innovative strategies, and delivering actionable insights to improve customer engagement. Currently pursuing an MBA to enhance strategic business acumen.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
26
26
years of professional experience
Work History
Director of Customer Success
CBRE Global
08.2010 - Current
- Developed and implement a comprehensive customer experience strategy that aligns with the company's mission, brand values, and business objectives
- Lead initiatives to improve customer satisfaction, retention, and lifetime value across all channels
- Mapped and analyzed the customer journey to identify key touchpoints and opportunities for improvement
- Built, mentored, and lead a high-performing customer experience team, including Team Managers, Team Leaders, Customer Care Agents, and a Quality Assurance Team
- Collaborated with cross-functional teams to ensure a customer-first approach
- Utilized customer feedback, analytics, and market research to identify trends, pain points, and areas for improvement
- Implement metrics and KPIs to measure customer experience initiatives' effectiveness and report progress to the executive team
- Stayed ahead of industry trends and implement innovative solutions to enhance the customer experience.
Customer Service Manager
AT&T
05.2000 - 07.2010
- Managed, developed, and implemented processes to address escalations and highly visible mentions
- Provided customer care and executive escalation insights, messaging guidance, and response recommendations
- Supported enterprise social customer care strategy through engagement and escalations, monitoring conversations, and addressing mentions in real-time
- Conducted research, listening, and performance analysis to inform strategies and insights
- Collaborated with support and business units to innovate and redesign processes for better customer service
- Modeled leadership behaviors grounded in organizational mission and values.
Account Manager
Public Storage
06.1998 - 04.2000
- Accountable for sales activity and results within a defined business portfolio, achieving established KPIs and performance metrics
- Developed and executed innovative account plans to achieve sales goals
- Cultivated and maintained effective relationships with key client members to drive account penetration and sales growth
- Provided guidance and coaching to account team members on lead generation and opportunity identification
- Participated in continuous improvement efforts, identifying market trends and opportunities.
Education
Bachelor’s in Business Administration -
Western Governors University
01.2023
Bachelor of Science in Business Management - undefined
Southern New Hampshire University Online
01.2021
Skills
- Financial Management
- Team leadership
- Strategic planning
- Budgeting and Cost Control
- Client relationships
- Asana (PM Software)
- Process Optimization
- Monday (PM Software)
- Contract Management
- Data Analysis
- Project Management
- Peoplesoft
- CMMS
- KPI Development and Reporting
- SaaS Software
- Customer Experience Strategy
- Data-Driven Decision Making
- Cross-Functional Collaboration
- Journey Mapping and Analysis
- Crisis Management
- Stakeholder Influence and Negotiation
- G-Suite
- CRM
- Salesforce
- SAP
- Client onboarding
- Data-driven decision-making
- Salesforce proficiency
- Marketing automation
- Innovation management
- Financial records oversight
- Scheduling and calendar management
- Staffing coordination
- Metric tracking
- Complaint resolution
- Training and mentoring
- Tactful and diplomatic
- Product and service solutions
- Account growth
Timeline
Director of Customer Success
CBRE Global
08.2010 - Current
Customer Service Manager
AT&T
05.2000 - 07.2010
Account Manager
Public Storage
06.1998 - 04.2000
Bachelor of Science in Business Management - undefined
Southern New Hampshire University Online
Bachelor’s in Business Administration -
Western Governors University
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