Experience

Nextiva

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Manager, Key & Enterprise

  • Mar 2023 - Present

• Manager, Key Account Management

  • Oct 2020 - Mar 2023

  • Build relationships with the Channel segment: Managers, Partners, and customers• Strong background working in a customer-facing environment and driving initiatives to improve customer satisfaction• Focus on weekly, monthly, quarterly sales and metric goals• Assess risks, anticipate challenges, and provide escalation guidance and management when necessary.

• Solutions Specialist, Account Management

  • Oct 2018 - Oct 2020

  • Develop use cases for customer needs as well as contributing to internal knowledge base• Engage with new and existing large accounts to deploy enterprise applications.• Presenting the Nextiva solution in conjunction with customer predefined requirements• Launch proof of concept accounts to verify meeting all user/admin requirements.• Create reporting for internal operations to assist with setting expectations with agents and holding accountable based on expectations set• Assist in creating CRM automation rules for operations Show less

• Technical Support Manager

  • May 2016 - Oct 2018

  • Assisted in creating second support operation in Kyiv, Ukraine• Ability to work with multiple cultures to drive motivation• Created processes and procedures for the operation• Managed staff of small team of 8 to drive and improve technical skills and metrics such as availability, bounced calls, ticket to call ratio, survey, amount of total calls for the day. • Effective leadership and analytical skills including staffing models, scheduling, trend analysis led to growing a team of 8 to 60 agents and 5 leads/managers within 8 months Show less

• Technical Support Team Lead

  • Aug 2014 - May 2016

  • Improved the project technical vision and made clear for everyone, from beginning to end.• Managed technical questions the team or stakeholders have.• Resolved difficult process/procedure problems for the operation• Mentoring team members and knowing their strengths and weaknesses.• Achieved promotion to Senior Manager after 2 years of working with Nextiva to manage other leads/managers

• Technical Support Specialist

  • Aug 2013 - Aug 2014

  • Technical Problem Solving – Ability to diagnose and solve technical problems; the ability to understand the root cause problem to enlist support from other team experts• World class communication skills, both verbal and written• Consistently meet and exceed key performance indicators• Ability to multitask and work well in a fast-paced environment• Ability to keep cool and collected when dealing with critical issues• Work with large platforms such as Pactolus, BroadSoft, Oracle, Surgemail, Show less