Customer Service Manager
Resume:
ZANDRO ZARAGOZA
DUNWOODY, GA 30338
**********@***.***
PROFESSIONAL EXPERIENCE Skills
CRM
Account Management
Salesforce.com
• Maintained ongoing relationships with B2B clients to maintain
revenue stream and increase revenue opportunities. Reporting
• Engaged with sales team with near contract agreements to support Tableau
Crystal Reports
and onboard clients through the implementation process.
SQL
• Worked with clients as their primary contact to resolve technical
Business
issues, contract interpretation, deliver marketing information, and
Objects
other account management activities.
• Conducted weekly to quarterly business reviews (QBRs) showing MS Office Suite
Word
milestones, benchmarks achieved, open issues, commission
Excel, Pivot
issues, and sales analysis.
Table
• Coordinated successful migration of key clients during company Access
merger. PowerPoint
Visio
Project
Management Experience
• Worked with director and senior leaders to support the direction of
Software Develop
company. Development Life
• Improved existing processes through collaborative efforts. Cycle (SDLC)
• Implemented better reporting and processes in Salesforce.com to
improve visibility to client activity, issues, and time management. e Marketing
• Interacted with other departments including IT, Development, Knowledge
Marketing, and Training to acquire resources to build team and
Banner ads, SEM,
support other departments.
SEO, call to
• Met with other department managers to improve internal
actions, click
communication between teams, and improve processes.
through rates,
• Used reporting to determine areas of improvement. Reports media buy
included histograms, Pareto chart, fishbone diagrams
Telecom
Knowledge
Project Management
• Tracked all clients’ technical issues to resolution, including Rating and Billing,
call centers,
following escalation procedures and keeping issues within Service
marketing
Level Agreements.
messages,
NPA/NXX
EDUCATION
Certifications
Information Technology, Bachelor of Science
September 2009
University of Phoenix, Atlanta, Georgia
Six Sigma Green
GPA 3.5 Belt
Studies focused in Organizational Development, Organizational
Communication, Software Development Life Cycle (SDLC), project
management, programming, application development, IT project
management, web design, technical planning, and business case
analyses.
EMPLOYMENT HISTORY
Manager, Enterprise Client Services August
2013 Present
Bridgevine, Alpharetta, Georgia
As Enterprise Client Service Manager, I am responsible for managing and
improving all aspects of support services and managing the overall onboarding
process and operational lifecycle of our strategic clients and business partners.
Selected Accomplishments:
• Implemented a major strategic client successfully and timely
increasing their revenue stream by 125%.
• Increased the product availability to clients by collaborating with
marketing, channel partner and support departments and driving
results.
• Prevented duplicate payments paid out to clients saving the company
30% on monthly commission payments.
Analyst, Client Services February
2011 – August 2013
SignUp4, Atlanta, Georgia
Supported online registration system for event planning companies.
Continuously sought by peers for advice on handling complex issues and
difficult clients. Prioritized customer wants and needs and balance against
company goals. Discovered opportunities to improve service and software
by engaging with contract holders.
Selected Accomplishments:
• Deescalated upset clients by listening to complaints, resolving issues,
while keeping company goals in perspective.
• Increased interdepartmental and intradepartmental communication
through providing feedback to peers and upper management.
• Improved KPIs for senior leaders by redesigning Salesforce case
fields.
Technical Trainer March
2008 January 2011
Cox Communications, Atlanta, Georgia
Delivered applications training to Cox Business employees. Create
training curriculum using instructional design methodology. Designed
new training material based on business needs. Delivered training via
instructor led and virtual classroom.
Selected Accomplishments:
• Maintained working relationships across business units to meet
company objectives.
• Created technical and training materials to preserve standard
operating procedures and train new employees.
• Trained Cox Business markets on project tracking application.
Received a rating of 4.76 out of 5 which was above department goals
of 4 out of 5.
Implementation & Project Manager September
2005 August 2007
CSG Group, Duluth, Georgia
Implemented, trained and supported Navision and Dynamics NAV on
customer systems. Gathered business requirements and specifications for
customer requested modifications and customizations, wrote technical
specifications to deliver to programmers.
Selected Accomplishments:
• Implemented internal process for creating customizations which
improved revenue by 25% and reduced errors by 20%.
• Managed implementation of Navision software with Purity
Chemicals, the creator of a 4 in 1 industrial chemical cleaner.
• Resolved accounting and inventory issues for various
manufacturing companies.
Analyst, Client Support February
2002 August 2005 Analyst, Client Implementation
March 2000 February 2002 Analyst, Sr. Training
March 1999 March 2000 Convergys, Atlanta,
Georgia
Advanced through a series of promotions. Delivered training to front line
and back office personnel in Marketing, Customer Service, Cash and
Collections, and Warehouse. Toll Rating, Order Entry, Cash and
Collections, Dispatch, Warehouse and PPV. Provide guidance in
designing and test ICOMS 4.0. Configured ICOMS modules in System
Parameters, Order Entry, Dispatch, Cash and Collections. Analyzed
support calls to improve cross training and support over 3 shift support
department.
Selected Accomplishments:
• Created team repository of best practices and common resolutions.
• Used Six Sigma knowledge to maintain Service Level Agreements
(SLA) with clients.
• Written SQL queries using AS400 query and SQL language to
maintain data integrity of the ICOMS relational database.
AWARDS
SignUp4:
Continuous recognition by clients and peers for top client service
•
Cox Communications:
• Training Top 125 – 2008, 2009, 2010
• Meet Expectations on all performance goals and success factors –
2008, 2009
Spotlight Employee Excellence (Convergys Employee Recognition):
Teamwork, 2004
•
Whatever It Takes, 2001
•
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