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Support Renewal Account Manager Resume Example

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SUPPORT RENEWAL ACCOUNT MANAGER
Summary

Results-oriented Support Renewal Account Manager with a diverse background in management and customer service. Strong technical proficiency and dedicated to providing excellent customer service and making strategic and procedural improvements. Seeking a position that will benefit from my technical customer service and interpersonal communication skills where my 20+ years of experience can improve customer satisfaction.

Skills
  • Strong organizational skills
  • Deadline driven
  • Analysis of Data
  • Informed Oracle systems
  • Active listening skills
  • Energetic work attitude
  • Sharp problem solver
  • Forecast calculation
  • Adaptive team player
  • Call center management experience
  • MS office
  • 40+ WPM
  • Fluent in Spanish and English (verbal and written)
  • Dedicated to process improvement
  • Conflict resolution proficiency
  • Troubleshooting skills
  • Account Management
  • Telecommunications knowledge
  • High customer service standard
Experience
Support Renewal Account Manager05/2018 to CurrentOracleColorado Springs, CO
  • In charge and responsible for customers the whole fiscal year and assist them in their renewals process from beginning to end. Support Contract renewals would range from small dollar amount under 100 to larger Contracts starting at 1 million and up
  • Worked with Commerical Accounts, Public Sector and Key accounts customers (C-Suite Level)
  • Worked with other departments sales team, Finance group and legal team, also with data management and cancellation and risk teams when needed to make sure documents and quotes are correct for customer prior to renewal and after it is active.
  • Make sure quotes are accurately calculated for the customer months in advance, and make sure it is good for the renewal date
  • Advice the organization when they need to renew their contract or amend their Ordering Document.
  • Daily related administration work which is done with time management and organization skills to maintain a excellent track of the customer and keeping the customer engaged throughout the process for good customer service
  • Educate customer on the business processes, and that they are aware of Oracle Policy.
  • Accountable in making sure all customer information is correct and that they had the correct quote as far as license and products and prices.
  • Communicating with the customer and identifying the needs and requirements of the company to make sure their request is met to renew.
  • Providing Extensive technical knowledge of various software, hardware.
  • Work with customer on a quarterly basis for renewals
  • Monitor many programs to assist in keeping track of forecasted renewals withing each quarter and Fiscal year.
  • Make sure the pricing and licenses and company information are correct before submission and also process their purchase order when provided by the customer
Customer Care Supervisor09/2013 to 02/2018ConduentColorado Springs, CO
  • Provided detailed monthly departmental reports and updates to senior management.
  • Managed quality communication, customer support and product representation for each representative.
  • Reached monthly goals as a team.
  • Addressed negative customer feedback immediately.
  • Trained 10-20 new employees quarterly.
  • Provided a high level of product and leadership support to representatives and clients.
  • Developed rapport with the customer base by handling difficult issues with professionalism.
  • Coordinated monthly bonus charts to keep agents organized and show improvements.
  • Assisted weekly meetings with other supervisors and work together to find solutions to meeting goals.
  • Created new processes and systems for increasing customer service satisfaction.
  • Worked under strict deadlines and responded to service requests and emergency call-outs.
  • Recruited, managed, and trained a team of 10-14 agents at once. 
  • Took escalated phone calls to assure the customer is content and the issue has been resolved.
  • Helped agents use resources properly to find answers for customer inquiries. 
  • Coached representatives weekly on improvements and achievements.
  • Took the place of the Operations Manager when they were out of the office and helped guide 5 teams at once.
​​
Bilingual Customer Service Representative12/2010 to 09/2013ConduentColorado Springs, CO
  • Addressed 70-80 prepaid cell phone inquiries per day.
  • Processed credit card payments over the phone and activated services. 
  • Spoke to Spanish speaking customer and helped with translations.
  • Troubleshooting was ideal to resolve difficult issues.
  • Performed activation assistance.
  • Explained monthly bill to customers and helped with payment arrangements.
  • Assisted weekly coaching with supervisor to obtain feedback.
  • Assisted my teammates by being on floor support and team lead.
  • Promoted to supervisor after excelling in monthly goals.
​

Education and Training
High School Diploma1999Fountain Fort CarsonColorado Springs, CO
Clerical Certificate1999Pikes Peak Community CollegeColorado Springs , Colorado, United States
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Resume Overview

Companies Worked For:

  • Oracle
  • Conduent

School Attended

  • Fountain Fort Carson
  • Pikes Peak Community College

Job Titles Held:

  • Support Renewal Account Manager
  • Customer Care Supervisor
  • Bilingual Customer Service Representative

Degrees

  • High School Diploma 1999
    Clerical Certificate 1999

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Support Renewal Account Manager

Oracle

Colorado Springs, Colorado