References / Earlier Career History / Project Management History

References

“To Whom It May Concern:  

“I first got to meet Ms. Chesna Closs at the HealthQuest Fitness Center in Flemington,  NJ. She was responsible and acted as a liaison between the members and the center responding to complaints  and concerns. Being a very large complex, this was a very big assignment that required sensitivity in dealing  with all cross sections of people, whether they be seniors, mothers and fathers of young children, people with  handicaps and so on.  

Her mission was to improve these conditions and it was after her sending out an email to all members  addressing these concerns, specifically the Family Locker Room, that she and I interacted. I had responded to  her email offering my own suggestions and addressing a personal matter. Chesna and I met for a meeting that  lasted about an hour and I found Chesna to be very businesslike, caring and determined to find a solution.  

My personal issue was one of a personal & medical nature and she indicated she would discuss it with  her director and get back to me. She indeed followed up and resolved my matter in a very favorable way. For  that I remain very grateful. In summary, Chesna’s determination to be a problem solver while exhibiting  kindness and care are rare qualities.  

Though we sorely miss her, I believe she would be an asset to anyone who takes her on as an  employee.  

Respectfully submitted,  

M. Fanelli”  

“To Whom It May Concern:  

I had the pleasure of meeting Chesna Closs when she approached me to introduce herself to my  family and me. We were new members at HealthQuest and she was the Member Experience Manager.  I was immediately struck by her warmth and positive energy, and my children took a liking to her  right away.  

As I got to know and observe Chesna in action, it was obvious how much she cared about us  and the other members. Every aspect of our experiences (my children’s included) was important to  her. And that was important to me. No concern, issue or suggestion was too small or insignificant. Not  only was she happy to go the extra mile, she was professional and she always followed up. She made a  positive difference in our time at HealthQuest. We were saddened to see her leave and we missed her  once she was gone.  

Chesna shared her career goals with me and asked if I’d be willing to write a letter of  recommendation for her. I was happy and eager to help. As one of her former members, and as a  small business owner, I must say that she will be a great addition to your team. Scoop her up while  you can!  

Please feel free to contact me if I can be of further assistance. Thank you.  

Sincerely,  

Z. Saunderson 

Charles Tomasheski, Then-VP of Wealth Management, Citigroup Inc.  

“Before you showed me any workout routines, you brought me in for an interview. There were the standard questions including those that covered birth date (age!), health issues, eating habits and my previous workout habits. All of the answers I gave you revolved around my being in excellent shape with the very best of daily living habits. What you did next not only surprised me, but it made me pause for a minute and ask myself ‘who does this personal trainer think she is?’ YOU TOOK MY BLOOD PRESSURE!!! [manually] What’s more- you looked me square in the eye, now conveying the message that you really know your stuff, that you are a professional and I had better listen up. You told me that my blood pressure was 140 over 100 and that it was high- too high too make you feel comfortable recommending any workout routine for me. Further, you told me that given my gender and age, you recommended that I consult with a physician. At that moment, my perception of you turned 180. You were the professional, you know your stuff and perhaps most important of all- you care. Caring is the most difficult skill set to acquire. I visited my doctor the next week and he confirmed my blood pressure at 140 over 100. He prescribed blood pressure medication immediately. He wasn’t sure I should be working out either and ordered blood tests and a stress test with Thalium. I had the stress test last week and thank God, all is normal. Chesna, I cannot thank you enough for alerting me to my high blood pressure. You may have saved me from serious injury or worse. Your telling me not only highlighted your professional and compassionate sides, it showed me more than a trace of bravery as well. I would like to think that every trainer is as responsible as you but I doubt it though- you are special, very special actually. Thank you Chesna. Our story is one that I will share with family, friends and colleagues for years to come.”

CSS Feedback

Maggie Abbott, Director, Sales:

“Chesna is a very hard worker. She has continuously made efforts to be more interactive with sales and my rep, Sam. She has asked to join Smart Sourcing webinars and attended multiple 1:1s with Sam and I. She is very prompt and always open to helping her clients. Chesna is a wonderful person who brings sunshine to all of our meetings!”

Sam Roche, Senior Account Executive:

“I am thrilled to share my overwhelmingly positive experience with Chesna. She embodies the epitome of excellence in Client Success, demonstrating unparalleled interpersonal skills, a remarkable ability to adapt to diverse learning styles, and a proactive approach that sets her apart in the Org. From the moment Chesna stepped into her role, her dedication to understanding and addressing the unique needs of our clients was evident. Her interpersonal skills are simply remarkable. Chesna possesses the ability to build genuine connections with clients, fostering trust and rapport effortlessly. Her warm demeanor, active listening, and empathetic responses create an environment where clients feel valued and understood.

What truly sets Chesna apart is her approach to accommodating various learning styles. Recognizing that every client is different, Chesna tailors her communication and support strategies accordingly. Chesna adapts her methods to ensure that information is conveyed effectively and comprehensively. This versatility not only enhances the client experience but also ensures that each individual feels empowered and confident in their interactions with our platform.

In conclusion, Chesna’s exemplary performance and dedication to our clients have undoubtedly raised the bar for Client Success excellence. She not only meets expectations but consistently surpasses them with her exceptional interpersonal skills, proactive approach, and adaptability. It’s a privilege to work alongside Chesna, and her contributions continue to make a profound impact on our clients’ experiences and our overall success as a company.”

Taija Wiliams, Mid-Market Client Success Specialist (from a different team and segment):

“This quarter, I wanted to be better at the type of material I deem important to put into my self-evaluations. I didn't always know what was important or not important. I figured other members of my segment probably felt the same way so I put together a Power Hour where a colleague from Enterprise was able to share a few main points they focus on when writing their evaluations. During this meeting, Chesna took the lead with adding key documentation for how she documents her wins for the quarter. The documents really helped to streamline what was purposeful information and how to utilize it. One document was for documenting vital problem-solving moments by ticket type and the other was a Performance Hub that detailed accounts, opportunities, team efforts, and touch points. It was extremely beneficial and helpful.”

Rebecca Monteiro, Senior Client Success Specialist (re: my covering for her while she was on PTO):

“Chesna quickly and deftly resolved an issue for my client, Carter Lumber. Within moments of receiving their request, she offered to hop on a call with them. She treated their request as a priority and offered a solution that immediately resolved the issue and required no additional action on my client's part.

I so appreciate that Chesna treated my client with the same care, attention, and urgency she shows to her own book. Her clients are in excellent hands!

She's been an excellent teammate and a joy to collaborate with! I look forward to our continued collaboration.”

Sue Rebmann, WNYRIC School System:

“Hello Courtney,

I am the manager over the Web Application Team at Erie 1 Boces in Western New York and today is my last day before retirement. I feel the need to pass along a wonderful compliment about your team members Chesna Closs and Sam Roche.

 I oversee our advertising software that our school districts use to list their job postings. These postings then get listed on Indeed.

I would like to express my sincere appreciation for the excellent service that we have received from Chesna and Sam over the years! They meet with us monthly, working through any issues and brainstorming ways to reach applicants. I sincerely appreciate their efficient, gracious customer service, and the level of detail they demonstrate on every interaction with my team.  I wish them nothing but success in their future!

 Sincerely,

Sue Rebmann, WNYRIC”

Matthew Morganelli, Senior Client Success Specialist & My Private Technical Mentor:

“Over the course of this quarter, Chesna has demonstrated all the abilities that make an incredibly successful, personable, and efficient client success specialist. During our weekly 1v1's, she continuously proves to be ambitious and determined to become an expert in all facets of the job. Her commitment to being proactive for clients through her NBA opportunities, reaching out to non touchpoint clients, and focusing on drainer [churning] accounts has clearly made an impact on her clients business needs as a whole. Every week she asks to be quizzed or put through the more rigorous scenarios of our day-to-day processes in order to have a hardened understanding of some of the more difficult items a CS works through, and she excels every time. Chesna truly understands the nature of retention and impact coverage and the impact it has not only on her accounts, the clients businesses, but her partners goals as well and this drives her to find any way to be proactive on these accounts and provide the best assistance and optimizations possible. Her attention to detail on all of her interactions with clients proves fruitful to the optimization of her accounts or previous cases as she is able to recall all previous information spoken about or mentioned. While taking on all of this work and proactiveness, she makes time to mentor individuals to share the knowledge of her experiences in work and life. Her initiative to dive deeper into the relationships between Account Executives and Client Success Specialists is impressive and shows the ability to initiate tough conversations and execute on potential organization wide initiatives. Overall, Chesna has proven over and over again that she will continue to excel at this position and will certainly make a great Senior CSS, Team Lead, Manager, etc., in the near future. I'm happy to have had the chance to mentor her & see how she has progressed in the most positive ways.”

Earlier Career History

  • Governor-appointed to the New Jersey Council on Physical Fitness and Sports by then-Governor Jon S. Corzine (3-year term)

  • Volunteer participant on the Newark Health Committee (Former Councilwoman Mildred C. Crump)

  • Personal Training Manager, Can Do Fitness, Short Hills, NJ

  • Family Worker, East Orange Child Development Program (HeadStart)

  • Social Service Worker, Somerset County Vocational and Technical Schools, Bridgewater, NJ

  • Direct Support Professional & In-home Respite Worker, Association for Retarded Citizens/Developmental Resources Corporation (DRC has since been acquired or has gone out of business)

  • Counselor, New Jersey Camp for Blind Children

Project Management History

  • “CS/AE Collaboration Strategies to Improve Client Engagement and Increase Revenue: A Systematic Approach,” by Chesna Closs, MSW, CSS, Mentor (Q4 2023 - Q1 2024).

  • Women in Municipal Government (National League of Cities Conference) Health and Wellness Project: Created custom health-related jingle to coincide with custom workshop content.

  • HealthQuest Member Experience Department: Organizational restructuring proposal to C-Suite, which was accepted and implemented.

  • Jazz Quintet Pool-side Mixer, Arts and Entertainment Project for HealthQuest: Recruited musicians, managed contracts, menu planning, vendor relations, tickets and registrations, fire and alcohol permits, and oversaw pool-side seating layout and design.

  • Center For Bariatric Surgery, Hackensack UMC, Dr. Karl Strom, Health and Wellness Project

  • Can Do Fitness, Personal Training Department, Policy Manual Rewrite

  • Fit in My Hood Activity Plan, Healthy Lifestyle Project, Morristown Neighborhood House

  • Fit Esteem Healthy Lifestyle Program, Youth Project, Boys & Girls Club, Easton, PA & Woodland Pk, NJ:

  • Fit Esteem Healthy Lifestyle Program, Adult Project: Gaia’s Essence Annual Conference, Long Island, NY