Program Manager Data Analytics

DANE E. SHORE

********@******.*** 303-***-**** www.linkedin.com/in/daneshore Parker, CO

Senior Program Manager

A highly motivated leader in customer success with a strong work ethic, work experience, and successful milestones in customer experience, management, onboarding, enablement, building teams to scale, data analytics account management, and retention strategy. Currently seeking a career which will effectively utilize my education, work experience, and interpersonal skills to provide a high level of professionalism, growth, innovation, and customer service.

•Program Management • Process Improvement • Scalability

•Team Management • Churn and Downsell Mitigation • Account Management

• Workflow Enhancement • Data Analytics • Forecasting

CAREER HIGHLIGHTS

RINGCENTRAL, Denver, CO Sep 2021 – Nov 2023

Senior Program Manager

Responsibilities and Achievements include:

- Laser focused on NPS, worked alongside managers in CSS to increase NPS scores by 5 points in Q3 2023

- Weekly cadence with CSS managers on owned red accounts including guidance for “path to green”

- CSS enablement of red account program and other proactive retention tools to handle customer issues prior to overall churn and or downsell

- Consistent attainment of MBO goals and churn and downsell mitigation attainment, never missed a quarter

- Created the downsell governance team for more insight and control over in quarter downsells, resulting in reducing downsell revenue by 30%

- Increased team use of smartsheets for tracking current projects, updates, and organization of team activity

- Tableu utilization for all dashboards and consolidated reports around current status of churn risky accounts, account usage, and other details important to engaging with partners and customers

- Quarterly forecast reporting to C-level executives in addition to weekly check ins with team and managers on owned accounts. Mainly, what churn and downsell is forecasted to happen in quarter as well as what is expected for following quarters in addition to everything that was kept from churning or maintained in quarter.

RINGCENTRAL, Denver, CO May 2019 – Sep 2021

Program Manager

Responsibilities and Achievements include:

-Created a team centered around proactive retention in the At-Risk team that emulated CSM techniques and workflow handling customer issues, resulting in proactive engagement in the SMB space that did not exist before

- Managed customer and partner accounts to prove efficacy of at-risk and red account proactive retention teams.

- Created red accounts team within the CSS organization to handle all CSM unowned red accounts

- Team utilization of jira for all tickets needing additional assistance from cross functional partners

increasing visibility into issues at hand, agents working and any updates available in addition to any

internal escalations needed

- Escalation point for SMB agents for CS related resolution, including customer facing escalations

-Built onboarding and enablement for new at-risk and red account employees

-Bi-Quarterly CSS Roadshows for all RC teams and organizations on utilization of proactive retention tools and methods of escalation

-Cross functional work creating process improvements and changes

-Playbook and training creation

- Built many cross functional relationships and programs that allowed our team to address workflow optimization in the at-risk program, red accounts team, renurture program and downsell team leading to decreased churn and downsell.

- Heavy utilization of Salesforce for account management, billing, reporting, forecasting and data analytics.

RINGCENTRAL, Denver, CO Mar 2017 – May 2019

Retention/Winback Representative

Responsibilities and Achievements include:

-Engaging customers via inbound calls/emails regarding account concerns or issues being experienced

-Calling outbound on suspended customer accounts due to non pay issues or expired credit cards

-Reviewing customer accounts and contracts/entitlements

-Enforcing contractual obligations and/or formulating appeasements for the customer when applicable

-Working cross functionally to assist in issue resolution

-Maintaining highest level of customer experience and satisfaction

EDUCATION

Colorado State University, Fort Collins, CO, Bachelor of Arts

History Major, Minor in Business Administration

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