Customer Support Success

Bernard Glee

Irvington, NJ • 973-***-**** • *******@*****.*** • linkedin.com/in/bernarddglee

Customer Support Agent

Experienced customer support professional with over 15 years in the telecommunications industry. Skilled in account management, customer success, and operations. Proven track record of improving efficiency, reducing churn, and streamlining processes, results in a 20% reduction in churn and a 25% increase in operational efficiency in just regularly. WORK EXPERIENCE

MetTel, Inc. • 03/2022 - Present Holmdel, NJ

Customer Support Agent

Enterprise Account Manager

INAP • 03/2020 - 03/2022 Secaucus, NJ

Customer Success Operations Manager

DIGITAL REALTY TRUST • 11/2016 - 11/2019 New York, NY Customer Success Manager

Resolve initial account issues for Enterprise, Federal, and Wireless customers, achieving a 95% resolution rate on the first call. Surpasses KPIs each month.

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Facilitated collaboration among teams to streamline service delivery, significantly enhancing customer satisfaction and reducing average resolution time by 25%.

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Analyze customer data across multiple systems, identifying at-risk accounts that help to increasing retention and reduce churn by 20%.

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Oversaw daily maintenance of 25+ enterprise accounts, leading to an increase in account retention and a 10% increase in upselling opportunities within 1 year.

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Managed weekly account progress calls with clients which helped to identify and track account issues. Increased issue resolution time by 21% within 2 quarters.

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Conducted in-depth reviews for top-level accounts, leading to the development of strategic solutions that addressed key deficiencies and planned redundancies.

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Streamlined Salesforce co-location and IP order processes, increasing billing accuracy by 27% and reducing order setup time within 5 months.

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Developed and maintained detailed documentation for 3 solutions, streamlining monthly financial reporting and increased sales metrics accuracy within 6 months.

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Collaborated with the Customer Success Team to enhance operational efficiency by 25% and reduce customer response time by 20% within 3 quarters.

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Onboarded and engaged customer stakeholders, achieving a 17% increase in product adoption. Provided personalized support and regular check-ins, renewals and upselling activities.

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EARTHLINK BUSINESS • 05/2015 - 11/2016 Lyndhurst, New Jersey Relationship Manager Partner Channel

Broadview Networks/Windstream Enterprises • 04/2007 - 02/2015 New York, NY Senior Enterprise Support Manager

EDUCATION

Master of Divinity in Theological

New York Theological Seminary New York Theological Seminary Master of Arts Religious Education in Masters of Arts New York Theological Seminary New York Theological Seminary CERTIFICATIONS

Green Belt

LEAN Six Sigma Methodology

Customer Service Professional

Masters Certification in Project Management

New York Theological Seminary

SKILLS

Communication, Customer Service, Customer Support, Efficiency Improvement, LEAN Six Sigma Methodology, NetSuite, Problem-Solving, Project Management, Salesforce, Service NOW, Team Leadership

Participated in process improvement team to decrease churn and to improve timeframe from product ordering to delivery of services.

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Developed and implemented tailored telecommunication solutions for clients, utilizing available technological tools. Monitored issues and provide resolution to grow satisfaction.

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Negotiated contract renewals with a success rate of 85%. Performed quarterly bill reviews and tracked customer and account information into Salesforce CRM.

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Managed pre-sales and post-sales activities of 80+ accounts generating over $1.2M in monthly revenue. Negotiated over 75% of contract renewal and 25% upselling increase.

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Developed innovative solutions to meet individual customer needs. Partnered with multiple internal teams to create a seamess account management stream.

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