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Manager Customer Service

Pensacola, Florida, United States
August 15, 2018

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512-***-**** ● ● 4368 Cameo Dr., Pace, FL 32571

Accomplished Leader of Customer Success with a demonstrated record of developing, installing, and managing systems that foster and enhance business operations. Strong ability to cultivate strategic alliances with cross-functional teams and business partners to align and support key initiatives. Extensive experience analyzing current and potential project processes to identify opportunities for improvement. Solid analytical and problem-solving skills with a dedication to achieving project goals and objectives.

Project Management

Change Management

Strategic Planning/Analysis

Customer Focus

Team Leadership

Key Performance Metrics


Agile/Scrum Methodologies

Business Analysis

Interpersonal Communications

Strategic Account Mgmt

Technical Acumen

Professional Experience

CLEARDATA NETWORK, Austin, TX 4/2017 – 5/2018

Senior Manager of Customer Success 4/2017 – 5/2018 Lead a cross-functional team to provide scalable product solutions for customers in collaboration with Engineering, Product Management, and Quality Assurance business units. Ensure required technology upgrades are included and executed in all project roadmaps. Maintain adherence with project/business continuity plans and established KPIs. Communicate regularly with key customers and stakeholders on system availability and scheduled maintenance windows. Conduct capacity and demand planning of systems to ensure future capabilities are attainable. Collaborate with Sales team to exhort the customer experience by cultivating strong and lasting business relationships. Partner with Human Resources to recruit, hire, and train new employees. Accountable for completion of legal review of service-level agreements (SLAs). Provide on-call support for escalated issues when necessary.

Key Achievements

Maintain a high-growth work environment by coaching and motivating employees to perform at optimum levels.

Champion application of best practices in the support of customers on public clouds.

Effectively administer budgets to ensure best use of capital for personnel, equipment, software, and services.

Facilitate cooperation with management teams to develop new initiatives and improve existing processes including, but not limited to, code quality, technical mentorship, and staffing. RACKSPACE HOSTING, San Antonio, TX/Austin, TX 1/2006 – 4/2017 Manager of Technical Support, 9/2014 – 4/2017

Directed Technical Engineering team to handle AWS initiatives while overseeing customer support during project execution. Engaged with customers to troubleshoot, conduct root cause analysis, and resolving of issues while minimizing churn. Key Achievements

Proactively collaborated with senior management to perform mission-critical initiatives, including development and deployment of a new training module to the third-shift technical teams, which enhanced customer services.

Successfully acquired AWS certifications in an expedited timeframe. Manager of Customer Onboarding, 11/2012 – 8/2014

Led a 16-member team of Account Coordinators to manage customer account onboarding for small- and mid-sized clients. Maintained compliance with customer specifications by revising processes to accommodate individual client needs. Ensured quality of service to boost client retention and overall satisfaction. ANCY C. MOORE, CSM

512-***-**** ● ● 4368 Cameo Dr., Pace, FL 32571 Key Achievements

Credited with boosting book-of-business from $1M to $5M in 12 months through significant acceleration of contracts, onboarded customers, and growing team from 2 to 16 to handle increased workflow.

Established rapport with sales and onboarding teams with other departments to establish shared objectives and consensus to serve customers and increase profitability. Manager of Relationship Account Managers, 8/2011 – 10/2012 Directed daily business activities of a team of front-line Account Managers to expedite customer requests and resolve technical issues for a +$3M book-of-business. Held oversight of credit memos, churn, and customer resolutions. Leveraged survey tools and a ticketing system while evaluating quality of service. Key Achievements

Enabled a career succession process for employees, and mentored 5 associates to fulfill management roles.

Collaborated with senior management to ensure organizational effectiveness, and was recognized for exceeding expectations in all key performance metrics.

Account Manager III, 1/2006 – 7/2011

Managed a +200-account portfolio, resulting in a +$500K book-of-business. Delivered subject matter expertise to customers through all facets of the managed segment project execution, and performed troubleshooting and issue resolution to ensure optimal functionality.

Key Achievements

Recognized for providing best-in-class service and maintaining customer loyalty while performing escalations and preventing losses.

Served as project manager for initiatives including launch of a maintenance calendar, NPS processes, cabinet moves/migrations, and overall process improvements, resulting in zero credit memos and elimination of churn.

Trained and mentored junior Account Managers to apply best practices in customer service for all interactions. Educational Qualifications / Professional Development Bachelor of Science, Business Management, Liberty University (in process) Advanced Leadership Program, Rackspace University

Certification of Completion - ITIL Foundations v3

Scrum Master Certification

Introduction to Project Management

Technical Skills

MS Office Suite, Public Cloud Technologies (AWS, Azure, Rackspace Cloud), Managed Hardware, Managed Cloud, Managed Services, SaaS Knowledge, Customer Journey Mapping. Certificates of Completion/Certified Training

Certified Master Scrum, Influencer Certificate, Crucial Confrontations Certificate, Crucial Conversations Certificate, Advanced Leadership Certificate, Introduction to Project Management and ITIL certificate.

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