PROFILE

A highly professional, meticulous, and organized individual with over 10 years of experience in implementing and troubleshooting several software products based on specific customer requirements. As an independent contributor, often required to serve in the best interests of the customer as well as meet and exceed the needs of the business. Often times required to make decisions quickly and with a high degree of autonomy while still working within a team.

WORK EXPERIENCE

Customer Success Manager

ShareFile, RightSignature, Podio with a majority of clients being in the Healthcare industry

Citrix Systems, Inc. / Raleigh, NC / May 2016 - Present

Performs ongoing analysis of customer engagement and takes the necessary measures to increase product usage and adoption

Initiate contact with pre sales agents to ensure handoff process goes as smoothly as possible

Up to date on several compliance requirements with integration of Citrix products

Works with customers to successfully implement services by making professional suggestions, reducing time to first use and time to benefit (active use)

Maintain a relationship with clients through email and phone throughout the lifecycle of the account

Proactively research customer requirements to strive for maximum customer satisfaction and apply strategical implementation strategies

Create original blog content based on the needs of the customers in effort to improve business-client relations

Freelance Writer/Editor – Owner

Grammatically Corrected by Odofoley Oquaye. / Raleigh. NC / Dec 2016 – present

Responsible for generating original content ranging on a variety of topics (primarily essays)

Provide editing services for essays, resumes, dissertations and other written content.

Skilled in both MLA and APA format

Composed government business proposal for acquisition of software on an international use case basis

Create marketing content for use on social media/blog content

Have a strong following on social media and referrals on an ongoing basis

Provide editing services for existing documents (resumes, dissertations and professional work)

WORK EXPERIENCE CONTINUED

Global Customer Support Coordinator - Tier 1

Citrix Systems, Inc. / Raleigh, NC / Feb 2013 – May 2016

Administer first-level technical support and training to incoming customers

Design training materials and conduct classroom and web-based training for customers and new hires

Provide support to new team members through mentoring, observation, and feedback

Make recommendations regarding product section and deliver applicable instructions of the ShareFile product for various business uses

Analyze data and provide feedback to management regarding performance discrepancies

Served on Enterprise Level 1 Task Team which assists with escalations from Enterprise Level Services

Sales Team Coordinator

Time Warner Cable / Morrisville, NC / October 2011 – February 2013

Promoted to Sales Lead from Customer Service after noticing a gap in training consistency in Sales Department

Coach agents on a daily basis in regards to error avoidance

Provide daily reports to management on the overall departmental error rate

Act as coach and tutor to the representatives to ensure processes are understood and complied with for the creation of complete and accurate sales packages

Perform administrative duties as needed

Reduced the overall departmental error rate to under 5%

Customer Service Lead

Time Warner Cable / Morrisville, NC / January 2011 – October 2011

Promoted to train agents and implement change in the call center

Handled difficult inquiries and complaints referred by customer service agents or other departments by finding viable solutions

Directly responsible for customer retention and satisfaction on a regular basis

Assisted supervisors with coordinating work flow evenly in the call center

Used the WorkFlowGen tool to process customer requests including billing cycle changes, adjustments, and lost/stolen reports

Customer Service Representative

Phone, Internet, Cable

Time Warner Cable / Morrisville, NC / May 2007 – January 2011

Set a higher standard for inbound calls taken in the call center

Addressed concerns regarding billing, collections and troubleshooting in a timely manner with a lower than average ACH

Followed up with customers regarding ongoing complex issues, serviceability requests, and various escalations

Consistently had one of the highest sales yields in the call center

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