MONICA PRATHER
Douglasville
Summary
Dynamic, data-driven, and results-oriented Client Success Manager with over 10 years of experience managing complex client portfolios, driving retention, and uncovering revenue growth opportunities. Track record of serving as a trusted strategic partner, translating performance metrics into actionable growth plans, and collaborating cross-functionally to ensure flawless execution against business objectives. Adept at managing end-to-end client lifecycles, leading performance reviews, and resolving high-stakes escalations.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service / Dispatch Operations Manager
Road Masters Towing, LLC
Atlanta, GA
01.2024 - Current
- Account Growth & Retention: Manage client satisfaction workflows and develop SOPs to maximize service delivery, retention, and long-term account growth.
- Performance Tracking: Implement control checklists and metrics to closely monitor operational efficiency and align with client expectations.
- Cross-Functional Communication: Direct real-time operations and handle complex, high-stress escalations, building deep trust with executive clients.
Licensed Residential Real Estate Agent / Self-Employed
Self-Employed
Atlanta, GA
12.2018 - Current
- Portfolio & Relationship Management: Own and maintain consultative, long-term relationships with a diverse portfolio of clients, guiding them through complex lifecycles.
- Strategic Growth & Advisory: Conduct contract and compliance reviews, setting milestones to protect client interests and optimize outcomes.
- Data-Driven Communication: Facilitate multi-party, high-stakes negotiations, translating market data into strategic recommendations.
Transaction Manager / Advisor
Zillow Group
Atlanta, GA
08.2021 - 12.2023
- Client Success & Onboarding: Served as the dedicated, primary point of contact for clients, managing end-to-end operational workflows to ensure a seamless experience.
- Milestone & Timeline Execution: Managed complex, multi-state transaction timelines and performance milestones, mitigating risks to ensure flawless delivery.
- Escalation & Resolution: Resolved high-stakes customer inquiries and process bottlenecks with extreme empathy, urgency, and cross-functional collaboration.
Lead & Technician Dispatcher
Comcast Cable
Atlanta, GA
01.2006 - 01.2014
- SLA & KPI Management: Monitored high-volume queue data in real time, strategically aligning technical resources to consistently beat strict Service Level Agreements (SLAs).
- Technical Troubleshooting: Provided proactive communication and diagnostic guidance to clients to identify and resolve performance issues efficiently.
Education
Associate of Science - Information Technology
Central Georgia Technical College
Macon, GA12.2026
Skills
- Client Success & Retention: Account Management, Consultative Relations, Onboarding, Renewals & Upsells
- Cross-Functional Collaboration: Product & Operations Alignment, Technical Teams, SLA Compliance
- Strategic Growth: Milestone Tracking, Best Practices, QBRs, Revenue Optimization
- Data & Tool Proficiency: Salesforce, Jira, CRM Management, Tracking & Documentation, Excel
Certification
- The Persuasion Code: Remote Selling Neuroscience (2023)
- Licensed Real Estate Agent: State of Georgia (2018)
- CompTIA Knowledge Readiness
Timeline
Customer Service / Dispatch Operations Manager
Road Masters Towing, LLC
01.2024 - Current
Transaction Manager / Advisor
Zillow Group
08.2021 - 12.2023
Licensed Residential Real Estate Agent / Self-Employed
Self-Employed
12.2018 - Current
Lead & Technician Dispatcher
Comcast Cable
01.2006 - 01.2014
Associate of Science - Information Technology
Central Georgia Technical College