Dynamic Customer Success Management professional with 15+ years of product and service delivery experience. Passion to provide high-quality customer support, find effective solutions, and build valuable relationships across all levels in multi-functional matrix environments.
Exceptional customer support
Excellent communication skills
Negotiation and conflict resolution
Teamwork and collaboration
Advocate for positive change
Key relationship management
Client assessment and data analysis
Flexibility and alignment
Cisco, 12/2003 to 10/2014 High Touch Operations Manager/Customer Operations Analyst – San Jose, CA
Owned post-sales relationship with Cisco strategic accounts and built rapport with customer key stakeholders, executive sponsors and teams, as well as Cisco internal cross-functional teams.
Ensured high-level support by assessing requirements to optimize the account, driving process improvements and serving as single point of contact for escalated operational issues.
Successfully mitigated issues and rebuilt rapport by assuming ownership of at-risk accounts, resulting in continued business relationships and contract renewals.
Prepared quarterly business reviews and traveled to customer site to discuss operational metrics, customer satisfaction, gap analysis and collaborate on key initiatives.
weekly conference calls with customers, Advanced Services and account teams to discuss status reports, address concerns, and plan for potential, upcoming or in-process events.
Identified need for and assisted with creation of customized customer training on Cisco tools and processes, which significantly reduced volume of inquiries and provided real value to customer technical staff.
Wrote processes and procedures for customized support services.
Supported manager as Team Lead. Trained team on all aspects of organization and job responsibilities.
Coached, mentored, advocated best practices, and encouraged alignment, resulting in improved team member morale and personal growth.
Partnered with Business Operations Team to improve on metrics reporting tools, which resulted in increased usage and alignment with Focused Technical Support organization.
4 Good Health, 01/2013 to Current Client Service and Support Manager – San Jose, CA and Nationwide
Develop recommendations for programs and products for clients.
Lead weekly video calls to cultivate positive relationships.
Communicate consistently to ensure successful
adoption and best practices in use of products and programs.
Coach, mentor, and deliver business leadership
services to hundreds of clients, personally-sponsored health coaches, and other health
professionals in organization.
Foster collaboration and teamwork among clients and coaches through online and live events to provide sense of community and ensure highest level of support.
Lead educational presentations.
Manage business finances, including paying vendors and suppliers for products and services rendered.
Master's Certificate in Project Management - George Washington University School of Business
Cisco Certified Networking Associate (CCNA)
Cisco Sales Expert (CSE)
Cisco Wireless LAN Certification
Bachelor of Science: Business/Management, In Progress, Graduating December 2019 University of Phoenix - Phoenix, AZ
Proficient with MS Office applications (Excel, PowerPoint, Word, and Outlook)