Customer Service Manager

Location:

Posted:

October 16, 2017

Resume:

Objectives

Seeking a position where I can maximize my 10+ years of management, quality assurance, program development, and training experience.

Experience

Renewal Specialist

AirWatch by VMware Atlanta, GA

October 2014 – August 2017

Manage annual renewals for 350+ existing customers averaging 100K and a retention rate of 150%.

Responsible for maintaining a strong relationship with customers and coordinating with internal account executives, and the accounting team.

Prepare and distribute annual renewals for 350+ customers as well as required reports for internal teams and meetings.

Follow up on 50+ customer requests and act as customers advocate to AirWatch internally and externally with resellers and distributors.

Forecast effectively and efficiency week to week and commit to a quarterly quota. Reported weekly progress in relation to the quota.

Utilized advanced features of PowerPoint, Excel, and Word to customize presentations, create detailed spreadsheets, models and complex proposals.

Utilize a leading edge CRM system, Salesforce.com, for sales opportunity distribution, tracking, and reporting.

Client Liason

West Corporation Sherman, TX

April 2012 – September 2014

First-line point of contact to an assigned group of healthcare clients.

Work to ensure client retention and satisfaction through the maintenance and development of client relationships.

Understand client challenges, goals, and requirements and articulate the ability of the company to meet the client's needs with products, services, and/or support options.

Anticipate, research, and respond to customer inquiries of a moderate scope, seeking advice and assistance from more experienced associates as needed.

Knowledge of the organization's policies, procedures, platforms, products, and services to assess moderately complex product or service problems/concerns and collect information and help to determine the best method/approach required for diagnosis and problem resolution.

Liaison between the client and various inter-company departments.

Participate or assist in requirements gathering and documentation for smaller scope projects and for components of larger scope projects. They may conduct client training sessions, complete accounts receivable collections, monitor SLA compliance, and monitor contract terms and conditions.

Proactively remain current on industry/market trends, changes in regulations and government requirements, and on company strategic initiatives, products/services, and system/application enhancements.

Manage assigned projects to completion using company tools.

Work under general supervision and apply procedural direction or may adapt procedures, processes, and techniques to meet the more complex requirements of the position.

Gain product and business knowledge, the number of clients they support may increase.

Assistant Manager

Dollar General Corporation Sherman, TX

April 2012 – September 2014

Manage the store sales team to ensure customers are being helped in a timely fashion

Conduct sales and inventory management

Assist in employee recruiting, training and development

Manage net revenue at store level

Inspire and encourage employees to ensure high level of morale

Assist customers and troubleshoot customer service issues when necessary

St. Luke’s Parish Day School Office Manager Denison, TX

December 2003 – March 2012

Coordinate school board communications, including taking calls, responding to emails and interfacing with teachers, parents and students.

Prepare internal and external documents for dioceses and school board.

Maintain all student enrollment, billing, scholarship and payment procedure.

Arrange corporate events to take place inside and outside of school, such as golf tournaments, fund-raising and church related events.

Uphold a strict level of confidentiality.

Deliver compensation and benefit comparison reports to school board each month and make recommendations to improve current offerings.

Act as liaison between school and outside professional resources to ensure that all employment and school operation follow current laws and regulations.

Process bi-weekly employee payroll payments on time and through ADP reporting system.

Complete all HR and student reporting documents.

Oversee internal payroll and accounting audits on semi-annual basis.

Education

Grayson County College, Sherman TX, Associates Degree

Associate of Science, Forensic Science

2007 – 2011

Activities and Societies: Member Phi Theta Kappa, Secretary for North Texas Lambda Alpha Epsilon

Awards & Recognition

VMware “Top Performer” Q3 2016

West Corporation “Excellence in Client Support” 2013

Dollar General “Service Others Award” 2012 - 2014