Project Manager, Customer Success Manager, Service Delivery Manager

Sara Berhane

Strong information technology professional with specific focus in account planning, customer satisfaction and service delivery. Skilled project manager with excellent coordination and multi-tasking skills and the ability to work with both technical and non-technical teams.

Education

University of North Carolina at Pembroke - Pembroke, NC

Bachelors of Science in Exercise Sports Science: Health Promotion - May 2014

Professional Experience

Microsoft

Account Service Delivery Manager August 2018 – November 2019

Provide business, technical, and product knowledge in support of post sales activities in order to ensure customer satisfaction.

Address product related questions and technical challenges.

Educate clients on how existing and new product features and functionality work, and how it can contribute to their business growth.

Followed strict timelines for clients based on organization need.

Created and formalized contracts & SLA’s.

Monitor accounts to ensure usage.

Frequently conduct and coordinate tactical operations reviews with client teams.

Act as the liaison to support organization so as to ensure client escalations are resolved in due time.

Partner with Account Sales Development teams to build relationships with decision makers, business contacts, and influencers.

Accurately replicate, identify, and document software defects with appropriate tracking system.

Perform quarterly Business reviews and assist in product trainings needed.

Nascent Technology

Project Manager/Scrum June 2016- July 2018

Overseeing a technical team of 9 software developers and 1 business analyst.

Created and edited statements of work (SOW) for the Value Added Reseller, Remprex.

Led two week Agile/Scrum Sprints which would assess and understand change management.

Work with client to understand change management evaluating unexpected bugs and add-ons.

Managing client projects on a daily basis and ensuring the software team is focused and hitting deadlines.

Hosting daily conference calls in reference to project statuses and technical issues that arise.

Managing invoices & creating timelines for project deliverables.

Windstream Communications

Project Coordinator II June 2015- June 2016

Overseeing a minimum of 100 active orders from beginning to end.

Managing technical engineers, analysts, local techs, etc. to ensure tasks are completed on time.

Successfully delegating tasks to the proper work groups (engineering, billing, analysts, etc.)

Training new employees on different processes and procedures.

Hosting conference calls with a number of different vendors to successfully communicate order progression, delays, and escalations.

Routinely participate in special projects related to supporting the team and improving processes.

The Morgan Group

Leasing Consultant March 2015- August 2015

Creating resident events.

Up-selling all amenities that are offered on site to current residents and future residents to increase the number of renewals and new leases weekly.

Recruiting new prospective residents daily

Monitor property so it is suitable for residence and their living conditions

Liberty Group

Leasing Consultant – Contract February 2015- March 2015

Responsible for filling vacant units within the community.

Successfully increasing current occupancy percentage by 4% since time of hire while following fair housing laws.

Up-selling all amenities that are offered on site to current residents and future residents to increase the number of renewals and new leases weekly.

Generating incoming traffic by successfully making phone calls that invite new prospects to come in and tour the community.

Modus Hotels

Area Reservations Sales Associate September 2014- January 2015

Selling available room types to walk ins and continuing to exceed occupancy goals that are given daily.

Successfully maintaining occupancy goal of 90% and above at least two times weekly.

Responsible for keeping in contact with different organizations to maintain selling available room types monthly.

Successfully increasing revenue weekly.

Peak Campus Management

Leasing Consultant July 2012- May 2014

Exceeding daily quota of 15 prospects.

Maintaining thorough product knowledge of property and competition.

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