Bernard Glee

ad2ksn@r.postjobfree.com 973-***-**** Irvington, NJ

OBJECTIVE

Passionate and experienced customer service professional seeking to leverage my communication and problem-solving skills as a Customer Success Manager to ensure customer satisfaction and loyalty.

Certifications:

Masters Certification in Project Management

LEAN Six Sigma Methodology – Green Belt

Customer Service Professional

WORK EXPERIENCE

Enterprise Account Manager New York, NY

MetTel, Inc. Mar 2022 - Jul 2023

Successfully manage multiple enterprise-level and federal customers, achieving $750K+ in combined MRC.

Act as a trusted advisor to executive and senior leadership, providing guidance and support.

Conduct customer business reviews.

Work to increase customer product adoption of services.

Collaborate with customers to learn business operations and capitalize on upselling and cross-selling opportunities.

Work with service and project management departments to provide total support to clients.

Receive and resolve customer account issues: orders, billing, repair and etc.

Work with internal teams to assure customer satisfaction with services.

Customer Success Operations Manager Secaucus, NJ

INAP Mar 2020 - Mar 2022

Managed financial reporting and metrics for monthly sales.

Project management of orders from signature to billing. Worked to reduce timeframe from ordering to delivery of services by utilizing Lean Six Sigma methodologies.

Developed process improvement procedures to eliminate defects in resale order process.

Processed Cloud and Colocation orders in various systems.

Developed documentation and logs of implemented solutions and generated and submitted reports.

Beta tested system environments and project managed vendors on data and telecom spending.

Primary contact for colocation and IP orders for Salesforce commission.

Designed and launched processes and workflows to promote internal efficiency.

Aligned with Customer Success Team to improve day-to-day activities and support business customers.

Data entry and manipulation of information into Salesforce, NetSuite and ServiceNOW databases.

Customer Success Manager Enterprise Services New York, NY

DIGITAL REALTY TRUST Nov 2016 - Nov 2019

Acted as the primary point of contact for pre and post-sales support and leadership to internal and external customers.

Onboarded and developed trusted relationships with customer stakeholders, providing top-notch customer service.

Processed renewals and upsells for customers, driving product adoption and growth and renewing 73% of projected accounts.

Participated in process improvement team to decrease churn and to improve timeframe from product ordering to delivery of services.

Delivered regular customer quality business reviews and established a high level of customer engagement to drive satisfaction and loyalty.

Resolved complex customer issues and developed innovative solutions, driving process policy and changes.

Relationship Manager Partner Channel Lyndhurst, New Jersey 07093

EARTHLINK BUSINESS May 2015 - Nov 2016

Developed and implemented tailored telecommunication solutions for clients, utilizing available technological tools.

Negotiated contract renewals with a success rate of 85%.

Participated in process improvements project to reduce churn and enhance processes for customer service team.

Monitored customer issues and provided resolution and support to maintain satisfaction.

Performed quarterly bill reviews and tracked customer and account information into Salesforce CRM.

Built and maintained strong relationships with partners and accounts.

Managed projects such as installations, orders, billing disputes, customer issues, and provided pricing and on-site visits.

EDUCATION

NEW YORK THEOLOGICAL SEMINARY 2018

Master of Divinity, Masters of Divinity

NEW YORK THEOLOGICAL SEMINARY 2015

Master of Arts, Masters of Arts

*Currently pursuing Doctoral degree. Anticipated graduation May, 2024. *

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