CYNTHIA R. ARMSTRONG

214-***-**** Carrollton, TX adijxy@r.postjobfree.com linkedin.com/in/cynthia-armstrong

Enterprise Customer Success Manager

Strategic Planner with Cross-Functional Expertise in Global Operations

SUMMARY

Desire to exceed expectations; not satisfied with “good enough”. Resourceful business manager with demonstrated success in leading efforts for both internal and external customers. Earned reputation as trusted advisor to both customers and internal teams. Completely and relentlessly customer-focused. Adept at identifying ways to streamline process without compromising quality. Proven to deliver best practices among cross-functional teams. Capable of working within a globally dispersed, cross cultural team in fluctuating workload environment. Ability to collaboratively work towards common goals in a dynamic environment. Good judgment, eye for efficiency and self-directed in fast-paced environments. Eager to leverage professional expertise and advanced training to drive optimal business results.

CORE COMPETENCIES / TECHNICAL SKILLS

Improving Customer Satisfaction Solutions Focused Needs Assessment Process Improvement Training & Development

Strong Leader & Motivator Tactical & Strategic Thinking Problem Solver Innovation Negotiations

Tableau Crystal Reports Visio Lucidchart JIRA JQL Confluence Microsoft Office Suite

Fluent in Spanish

ACCOMPLISHMENTS

Built teams from the ground up - Built a team for Customer Experience as well as for Inventory Management and Global Logistics from a newly formed department. Defined the goals, necessary skills and expectations as well as hired and trained the staff and managed the department.

Surged productivity by over 80% - Collaborated with key partners to identify business needs. Planned, developed, and monitored pilot projects.

Improved customer satisfactions by 25% - Customer escalations decreased, and their positive experience improved by at least 25%.

Developed training - Trained to focus on customer issues and solve issues expediently.

Exceptional teamwork and superior customer service - led the Logistics and Change Management team to contribute to NPS of 70.3 (industry average is 16), orders have doubled in the last 6 years, and customer-base growth of 18-20% per year with lean staff.

PROFESSIONAL EXPERIENCE

GLOBAL OPERATIONS MANAGER Masergy Communications Plano, TX 2005 – 2020

The largest independent software defined platform in the world, delivering Hybrid Networking, Managed Security and Cloud Communication Solutions to Global Enterprises with real-time analytics.

As Global Operations Manager of Client Support Specialist (CSS) Team

The CSS team was a newly formed team dedicated to a subset of strategic customers to ensure the ongoing health of the accounts

Administered 7 direct reports in 2 office locations, (Plano, TX and Manila, Ph).

Created the structure and roles for the CSS team. Defined the goals, necessary skills and expectations as well as hired and trained the staff and managed the department in order to champion customer success and account retention.

Created a customer first culture with rapid responses and solutions to any and all inquiries and issues and encouraged building solid relationships with key stakeholders.

Initiated enhancements to Confluence system, enabling staff to assess and escalate issues per requirements. Ultimately becoming health dashboards to further drive efficiency.

Collaborated with and represented the voice of the customer among internal teams (NOC, Sales, Service Delivery, Billing, Legal) in order to provide the best outcome for both the customer and Masergy.

Managed NPS customer satisfaction surveys and feedback for NOC Operations.

CYNTHIA R. ARMSTRONG 214-***-**** adijxy@r.postjobfree.com Page 2

Liaised with Network and Systems Engineering to solve technical issues for the customer and trained the customer the systems when necessary, in order to optimize their experience.

Created key metrics to build a strategic plan to address decreases or negative changes for the customer.

Presented quarterly business reviews with customers to ensure ongoing partnership.

Assisted and trained customers in understanding the platform and analytics so they could be used more effectively.

As Global Ops Manager of Logistics Team

Administered 7+ direct reports in 2 office locations, (Plano, TX and Los Angeles, CA), managed a $5M equipment budget.

Provided strategic and tactical direction for day-to-day Customer Equipment Operations in global logistics, inventory, orders fulfillment, purchasing and returns.

Made customer satisfaction, of both internal and external customers, a priority for the team.

Implemented processes in order to improve the orders and communication flow between materials management, client services and distribution center. The streamlined processes improved the materials management response time by 30% and increased order accuracy by 15%.

Negotiated solutions and designed action plans as well as implemented warehousing and ordering process with staging partners.

As a Project Manager

Planned, directed and oversaw projects within NOC operation.

Performed weekly operational calls to customers and engineers to ensure all issues were resolved.

CONSULTANT PROJECT MANAGER Dallas, TX 2002 – 2005

Worked with subject matter experts, writers, and QA department to create educational materials and courseware for FedEx employees as well as other companies.

MANAGER, SYSTEMS INTEGRATION Aegis Learning Group Dallas, TX 1999 - 2002

Facilitated the integration of online courseware and back-end learning management systems.

Managed client relations for Hosting and Server customers and ensured vendor compliance with functional requirement specifications.

Supervised the development, integration and customer relations for three e-commerce sites, from inception to completion with thorough documentation of all processes.

Provided QA of merchandise, (technical and user interface) from additional resources, managed testers, bug tracking cycle and integration of product changes.

Trained newly formed Quality Assurance and Customer Service Departments to guarantee product offerings and technical systems met requirements for customer satisfaction.

AWARDS

Performance Beyond Expectations Oct 2016

EDUCATION

M.S. Advertising Art

East Texas State University, Commerce, TX

(Major emphasis in Conceptual Design, Layout & Typography)

B.A. Biology

University of Dallas, Irving, TX

(Emphasis on Genetics, Physiology, Biochemistry, Physical Chemistry and Anatomy)

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