Service Representative Customer

Paula Gele’

Customer Success Manager Professional

603-***-**** **********@*******.*** www.linkedin.com/in/paulagele Highly skilled professional with exceptional Customer Relations abilities and experience. Continually built and strengthened customer relationships by being a strong advocate, optimizing service and responsiveness with particular focus on the goals and needs of the customer. Exceeded expectations as a relationship manager, key account manager, problem solver, trainer, and team leader. Consistently increased revenue each year by upselling and obtaining contract renewals. Continually strives to provide customer and technical support to clients and their needs. Strong understanding of project scope, objectives, and customer expectations while working with engineers, sellers, and executives. CORE E X P E R T I S E

Onboarding Customer Relationships Post-Sales Support Application Support SaaS Advocate Upsell Enterprise SaaS Salesforce Team Manager L2.5 Engineer Multi-tasking Billing Digital Support Global Support Document Procedures Educator Presenter Collaborator Communicator. EXPERIENCE

IBM Corporation – 2007-2022

Customer Success Manager - Team Lead –-2007-2022

Responsible for creating and managing the Connections Cloud Services for global accounts and non-dedicated accounts. Managed daily operations as a single point of contact for Sales, Billing, Engineers, Support levels 1-3, and daily management of SaaS services to on boarding new clients and existing clients. Excellence at client requirements gathering and resource management ensured timely delivery of quality sites and client satisfaction, as well as minimized costs.

A proven technical leader with experience cultivating high-performing technical talent to get software adopted to meet the customer's business goals. Top talent who executes on changes in an agile manner while establishing a new function. Leaders who understand and believe in the CS post-sales mission to drive adoption. Technical individuals experienced in managing a technical client-facing team. Advocated for the customer with, Technical Support, Sales, Development, and other internal departments prior to, during, and after customer onboarding for SaaS environment.

Generated between $75-$100K in revenue yearly by presenting customization opportunities for the software to the customers.

Maintained 97% contract renewals for accounts under my management.

Achieved greater than 85% customer satisfaction rating quarterly.

Successfully coordinated all deployments to customers’ systems on all environments, for validation testing on QA servers to final deployment on production servers, with no negative impact to end users. IBM Connection Cloud - CSM Team Lead -2007-2022

Supported business infrastructures ranging in size from small to that of global, Fortune 500 companies which utilize Connection Cloud collaboration suite of software solutions.

Handled Manually Provisioning of new SaaS services to paid, trial, IBM, and IBM Business Partner customers and subscribers.

Performed IBM Connections Cloud live demo trainings for new client onboard. Created and updated Connections Cloud training decks to be used in presentations.

Performed Trial, demo, and internal account management, suspensions/deletions for expired subscriptions, bulk-load of users, and customer communications.

Processed customer requests via phone, email, instant messaging, and several ticketing systems.

Handled troubleshooting complex, technical issues related to customer and subscriber provisioning/deprovisioning.

Documented procedures and technical resolutions in ticketing system and in technical knowledge base.

Developed working relationship with and made appropriate use of all IBM and service support and engineering resources.

Facilitated and drove use of agile practices for team operations including optimizing workflow, identifying bottlenecks, and removing obstacles impacting team performance.

Served as Technical Specialist resource and point of escalation for team members.

Engaged in identifying and resolving complex problems relating to service(s) provided by team, providing in-depth knowledge of technical solutions while guiding team in providing an end-to-end service.

Managed Shared Group Mailbox, assigning emails to team members, and Triage mailbox.

Oversaw Customer Success Group teams ticketing queues in several different ticketing systems and requested related to Connections Cloud and provisioning issues. Tracked and updated status of provisioning in a timely manner, support ongoing disputes, credit and rebill requirements, and supported deprovisioning of services at contract expiration. PG

Paula Gele’ Page 2

Customer Success Manager Professional

603-***-**** **********@*******.*** https:// www.linkedin.com/in/paulagele Connection Cloud Software Specialist (L2.5) Engineer – Team Lead – Added to responsabilités -2010-2022

Specialized in performing problem determination and problem source identification in software environments.

Executed problem analysis, evaluation, recreation, and resolution of client reported problems, using relevant problem management systems to search for known problems and to create new entries/update existing entries.

Provided guidance to clients regarding use of software and IBM technical resources/tools to respond to client requirements.

Software environments include operating systems, programming languages, database management systems, packages, development tools, etc. Managed Connections Cloud account for Internal and External Users.

Provided troubleshooting and analysis assistance for installation (or reinstallation), usage, and configuration questions.

Identified known defects and fixes to resolve problems and answered general usage and operation questions.

Collaborated with other support centers and business units to provide seamless problem resolution. Tractor Supply Company – Secondary Part Time – 2021 - Present Customer Success Team Member / Sales Associate –

• Responsible for interacting with customers and team members, supporting selling initiatives and performing assigned tasks, while providing legendary customer service.

Navisite Inc. -2005-2007

Client Relationship Manager

Single point of contact for Sales, Billing, Implementation, and daily management of Internet hosting services to new and existing clients. Strong organizational skills and technical background in both networking and multi-platform system administration provided ability to interface with administrative and technical contacts within customer organizations.

Managed multiple concurrent projects that drew resources from teams of infrastructure, networking, security, and systems build engineers. Excellence at client requirements gathering and resource management ensured timely delivery of quality sites and client satisfaction, as well as minimized costs.

Resolved issue due to situation with sales rep regarding client business, which resulted in serving as their new account manager.

Increased revenues by solving client issues and upgrading their contract.

In charge of dedicated clients as well as shared duties managing Client Care Center phone, email, and ticket queues.

Assisted with processing client contract service add-ons and renewals.

Maintained positive client’s relations, along with having over 15 dedicated clients to provide availability to them 24/7. C E R T I F I CATIONS

Linux, Windows Vista Upgrade, Windows 2000 Server Basics, Understanding Networking Fundamentals, Microsoft-Excel, IBM Agile Explorer Earning Advocacy Practitioner Badge Enterprise Design Thinking Practitioner Badge InnoSkilling Program UX Design - Certificate

PG

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