Experience

Servpac Inc.

• United States
• Telecommunications
• 1 - 100 Employee

• Customer Success Manager

  • Nov 2023 - Present

  * Onboard customers successfully, and collaborate with the account manager to create a long-term plan for customer success. * Work closely with the sales team on upsell opportunities * Assist Senior team members in the pre-sales process for prospects with complex technical requirements. * Establish, grow, and manage partnerships with new and existing customers. * Monitor customer health and identify churn risks * Take on special projects as needed * Conduct customer check-ins and proactively address customer needs * Act as a single point of contact for customer questions, concerns and escalations Show less



Rimrock Technology Solutions

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Project Manager

  • Jan 2023 - May 2023

  • Led and managed cross-functional project teams to successfully deliver projects within the designated timelines • Developed comprehensive project plans, defining project goals, deliverables, and resource allocation to ensure efficient execution. • Implemented effective risk management strategies, identifying potential risks and devising mitigation plans that resulted in minimal project disruptions. • Fostered a collaborative work environment, motivating and inspiring team members to achieve project goals and enhance productivity. Show less



S-NET Communications, Inc.

• United States
• Telecommunications
• 1 - 100 Employee

• Project Manager

  • Aug 2020 - Dec 2022

  •Creating long- and short-term plans, including setting targets for milestones and adhering to deadlines •Delegating tasks on the project to employees best positioned to complete them. •Making effective decisions when presented with multiple options for how to progress with the project. •Serving as a point of contact for teams when multiple teams are assigned to the same project to ensure actions remain in synergy. •Creating long- and short-term plans, including setting targets for milestones and adhering to deadlines •Delegating tasks on the project to employees best positioned to complete them. •Making effective decisions when presented with multiple options for how to progress with the project. •Serving as a point of contact for teams when multiple teams are assigned to the same project to ensure actions remain in synergy.



RingCentral

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

• Supervisor

  • Aug 2018 - Aug 2020

  •Manage a team of approx. 12 Implementation Advisors and ensure that all key metrics of performanceare met and exceeded.•Institute creative & innovative Rewards & Recognition activities for enhancing team performance andmotivation; foster career advancement of the team members within the project or lateral movement.

• Implementation Manager

  • May 2016 - Aug 2018

  •Collaborate with clients to gather and document their specific requirements and objectives.•Develop and execute comprehensive implementation plans, including milestones, timelines, and resource allocation.•Provide training and guidance to clients on how to use our solutions effectively.•Serve as the main point of contact for clients throughout the implementation process, addressing their questions and concerns.•Monitor the progress of implementations, identify potential issues, and proactively address them to ensure successful outcomes.•Work closely with cross-functional teams, including sales, product development, and support, to deliver a seamless client experience.•Document implementation processes and best practices for future reference.•Ensure client satisfaction and gather feedback to drive continuous improvement. Show less

• Technical Support Specialist

  • Sep 2015 - May 2016

  •Customer Assistance: Act as the primary point of contact for customers seeking technical support for their VoIP systems. Address inquiries, resolve issues, and provide guidance on using our services effectively.•Technical Expertise: Offer technical support to customers facing challenges with VoIP hardware, software, or connectivity. Diagnose and troubleshoot technical issues, guiding customers through solutions.•Issue Resolution: Identify and resolve customer complaints, technical problems, billing inquiries, and other concerns promptly and professionally. Ensure a high level of customer satisfaction.•Collaboration: Collaborate with cross-functional teams, including product development, to resolve complex technical issues and ensure a seamless customer experience.•Quality Assurance: Conduct post-interaction surveys or follow-ups to assess customer satisfaction, gather feedback, and identify areas for service improvement. Show less



Concentrix

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

• Retention Specialist

  • Aug 2013 - Aug 2015

  •Customer Engagement: Engage with customers who are considering discontinuing or downgrading services, actively listening to their concerns and empathizing with their needs.•Problem Resolution: Utilize your technical support background to effectively resolve customer issues and technical challenges, ensuring that their concerns are addressed promptly and satisfactorily.•Retention Strategies: Develop and implement retention strategies, personalized for individual customers, to prevent churn and enhance their overall experience.•Relationship Building: Build strong and lasting relationships with customers through proactive outreach, regular follow-ups, and consistent communication. Show less

• Technical Support Specialist

  • Aug 2012 - Aug 2013

  •Customer Assistance: Serve as the first point of contact for customers seeking assistance with cable and internet services. •Address inquiries, resolve problems, and provide guidance on using our services effectively.•Technical Support: Offer technical assistance to customers experiencing issues with cable TV, internet connectivity, or related equipment. Troubleshoot and diagnose technical problems, escalating complex issues as needed.•Issue Resolution: Identify and resolve customer complaints, billing inquiries, and technical concerns in a professional and customer-centric manner. • Ensure timely and satisfactory resolution of issues. Show less