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Skills

  • Critical thinking
  • Regulatory compliance
  • Project coordination
  • Budgets
  • Customer service
  • Application support
  • Conflict resolution
  • Staff education and training
  • Technical documents comprehension
  • Account portfolio management

Work Experiences

  • Delivered comprehensive training to account managers on crisis management best practices, reducing critical incident escalation by 62%.
  • Collaborated with Lakeside Partners’s high-profile accounts.
  • Assisted in strategic global account planning, increasing penetration in the Southwest by 75%.
  • Achieved results in 7 months months.
  • Achieved a 45% improvement in customer satisfaction.
  • Kept track of running systems and entered commands to troubleshoot issues like initiative and process.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Created an internal knowledge base, lowering the average response time for Tier 1 support tickets by 20% minutes.
  • Achieved 49% relationship longevity.
  • Collaborated with Brightline’s high-profile accounts to map their success with Tableau, leading to 85% relationship longevity.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Achieved 85% reduction in support time.
  • Account Support Manager with a successful track record of reducing churn by $15 through effective support and retention strategies. Strong understanding of client lifecycle management and the ability to deliver on high-priority SLA commitments.
  • Account Support Manager skilled in leveraging CRM tools.
  • Achieved a 46% increase in first-call resolution.
  • Excellent Account Support Manager with 2 years of experience providing exceptional support to users at all levels.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Strengths in performance reporting and team leadership backed up by Miscellaneous training.
  • Account Support Manager with a 6-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Introduced advanced troubleshooting training, reducing time-to-resolution on support tickets by 20% and increasing customer satisfaction scores.
  • Delivered customized client solutions that resulted in an President's Club and multiple contract renewals worth over $3 annually.
  • Collaborated with team of 15 in the development of framework.
  • Orchestrated training programs on product roadmaps for account and sales teams, leading to improved client discussions and a 23% increase in upsells.
  • Achieved ITIL by driving continuous improvement initiatives, reducing client escalation rates by 35% over 10 quarters.
  • Implemented a customer segmentation model to prioritize high-yield accounts, leading to focused support and a 46% increase in high-value client renewals.
  • Facilitated cross-functional collaboration between product, engineering, and support teams to address critical client escalations, improving client satisfaction by 83%.
  • Established a customer feedback management initiative, contributing to actionable insights that improved product features and reduced complaints by 58%.
  • Developed a quarterly business review (QBR) framework that increased account retention by 65% across 7 strategic accounts.
  • Improved agent training programs by integrating dynamic customer scenarios, resulting in Six Sigma course completion by 4 team members.

Affiliations

  • National Customer Service Association (NCSA) - Regular participant in events focused on client retention and service excellence.
  • Association for Computing Machinery
  • Association for Talent Development (ATD) - Specialized in employee onboarding and optimizing support team training processes.
  • American Association of Inside Sales Professionals (AAISP) - Contributor to improving internal collaboration and customer communication.
  • Association of Professional Customer Success - Completed coursework in advanced techniques for multi-tasking and SLA adherence.
  • Women in Customer Success Network - Member, fostering leadership and growth within customer success management.
  • American Society of Safety Professionals
  • Society of Human Resource Management
  • Business Relationship Management Institute (BRM) - Engaged in workshops centered on building long-term client partnerships.
  • Society of Women Engineers

Certifications

  • Certified Customer Success Manager (CCSM) by SuccessHACKER
  • Cisco Certified Network Professional (CCNP)
  • Certified Public Accountant
  • ServSafe
  • Executive Leadership Certification by system
  • Customer Service Expert Program by system
  • HUBSpot Inbound Marketing Certification by HubSpot Academy
  • Advanced Problem-Solving Certification by framework
  • Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
  • CompTIA A+ Technician

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