Manager Service

Giselle White

Mansfield Texas 202-***-**** *************@*****.***

www.linkedin.com/in/giselle-white-c-c-911a122

Service Account Manager

Trusted Advisor Relationship Management Business Consultant

Dedicated and Obsessed Customer Service focused professional with 20 years expertise in hands on experience in customer service and administration. Passionate about maintaining a direct relationship with strategic, high profile Microsoft Dynamics and Cloud Partners, as their Trusted Advisor regarding any Service Enablement, readiness, or technical needs they may have. Motivated to maximize their return on investment by proactively enhancing their technical support experience, providing resource coordination assistance, remove sales blockers, provide implementation and migration support, and help resolve Partners’ most critical cases quickly by securing relevant Microsoft support resources. Expertise lies in the ability to empower and manage the implementation of projects that streamline operations, improve processes, and enhance customer service. Champion mentor, coach, trainer, and visionary leader with exceptional risk management, administrative, organizational, and attention to detail skills, customer service, and communication skills.

Knowledge of Microsoft Azure, Dynamics and M365

Relationship Management

Trusted Advisor

Business development

Account Manager

20+ years of customer service

Project Management

Resource Coordinator

10+ years of management

PROFESSIONAL EXPERIENCE

Apex Systems/Microsoft – Las Colinas, TX 12/2018 – Present

Service Account Manager

Key responsibilities include: Service delivery planning, Partner Enablement, information services, sales support, escalation management and service-related advisory.

Collaborate with Partners to create a targeted service delivery plan (SDP) aimed at optimizing and growing their Cloud business.

Mentored two new hires and became trusted resource within Apex, lead two different team projects, while also providing support and guidance to the whole Apex team daily.

Unlocked Possibilities LLC. - Greenbelt, MD Mansfield, TX 11/2009 – 12/2018

Founder, Certified Life Coach, Speaker

Lead small group sessions on motivation and training techniques.

Implement process improvements, improve client quality, minimize turnover rates.

Clarifying specific objectives and developing a strategy that will help clients achieve those goals.

Execute client’s projects from beginning to end,

Analyzed workflow processes, apply tools for success.

Collaborate with clients to attain client’s goals.

Yardi Systems, Inc – Irving, TX 4/2011 – 5/2017

Sales Account Executive/Quality Analyst/ Leasing Agent

Creates professional sales and marketing correspondence to customers and vendors.

Prepared consolidated status and project reports.

Composed extensive evaluation and quality analysis report to clients.

Lead small group sessions on motivation and training techniques.

Generated 135 -165 monthly QA reports in high volume Call Center with great attention to detail.

Analyzed and wrote test standards.

Developed steadfast broker and vendor relationships to build referral traffic.

Presented software demonstration/training to cloud-base solutions.

Creates realistic implementation standards and technical support for migration to cloud solutions.

Identified sales opportunities and negotiated contracts with existing clients not on cloud base solutions.

Maintained account relations as the point of contact for assistance to clients and all supporting teams.

Established trust and provide exemplary customer service support for all clients.

Stella Management – Sliver Springs, MD 11/2009 – 5/2010

Sr. Leasing Agent

Develop marketing presentations of luxury properties and provide first-class customer service.

Develop strong broker and vendor relationships to build referral traffic.

Create advertisements daily on social media to increase traffic.

Generate traffic supported by 60% resident referral, resulting in 70% closing ratio

Kept immaculate files with great details for prospective and current residents.

Direct Pharmacy Services, Inc. – Lanham, MDC 4/2008 –5/2009

Customer Service Manager/ Business Development

Develop and implement compliance requirements, procedures, and workflow processes:

oDocument policy, compliance requirements and procedures for mail order RX orders.

oImprove the debt collection process with 90% collection recovery.

oConduct internal audit control and RX reconciliation.

oTrain and mentor new CSRs on procedures, processes, billings, escalations, and compliance.

Transform highly skeptical customers by providing exceptional customer service:

oResolve critical executive escalations utilizing interpersonal, analytical and customer service skills.

oResolve customer invoice discrepancies for month-end-close.

oMaintain client relations being responsive and listening to their needs.

Drive successful marketing projects to achieve business goals and objectives.

ADDITIONAL EXPERIENCE

Project Manager / Admin Coordinator, FDA Consulting Group, LLC – Woodbridge, VA (Telecommute)

Scheduler / Officer Manager, Dan Blue Senate Committee. – Raleigh, NC

Assistant Manager, Rave – Raleigh, NC

EDUCATION & CREDENTIALS

B.S. in Project Management, Western Governors University – Salt Lake City, UT

Certified Life Coach - 2009

TECHNICAL PROFICIENCIES

Microsoft Office Suite, Word, Excel, PowerPoint, Publisher, SharePoint, Office 365, OneNote, Business Skype, Slack, Zolo, Zendesk, Rave, Yardi Voyager 7.0, Yardi Genesis2, Yardi CRM, Google Doc, Concur, RMEx, Snippet Tool

COMMUNITY LEADERSHIP & AFFILIATIONS

Gathering of Christ Church – Dallas – Board Member/Administrator

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