Customer Success Manager/Client Relations
Resume:
Demetra Gargas
*******@******.***
Distinguishing Traits
• Pre/Post Sales Customer Support
• Account Management and Client Services
• Client and Time Management
• E-Commerce
• Comprehensive Understanding of Client Contracts
• Excellent Communication & Interpersonal Skills
• Client Relations and Project Coordination
• Enterprise Accounts
2023- 2024
Travel Advisor / Internova – Global Travel Collection, New York, NY
• Arranged and fulfilled itineraries for VIP clients globally: including air, hotel, car rentals and ground transportation through a multi-channel platform.
• Organized tour programs and worked closely with DMCs (Destination Management Companies) to secure favorable outcomes.
• Solid knowledge of domestic and international geography.
• Worked with Travel Technology Tools including Axus.
• Stayed up to date on industry products and trends through trade publications and meeting with vendor representatives.
• Worked with Virtuoso and Internova Select properties to provide ideal and exquisite experiences for clients.
• Entrusted with full autonomy and discretion, on behalf of the company, to service each client based on their profile.
• Proficient in utilization of GDS Sabre for all travel requirements. High Level Client Relations Experience
• Over 20 years’ experience in Client Relations.
• Extensive experience managing relationships with clients as part of transition from Sales to Operations to ensure contracted IT products and services are delivered to satisfaction.
• Provided clients with support guidance, technical product information and serve as their subject matter expert/trusted advisor.
• Updated client records and documenting processes in CRM and support systems.
• Identified up-sell/cross-sell opportunities potential client services concerns and collaborated with Sales teams to qualify and forecast.
2020 - 2021
Customer Support Manager / Promenet Inc., NY, NY
• Focus on customer engagement, adoption, and advocacy.
• Developed and maintain management and executive-level relationships with key stakeholders.
• Drove resolution of escalated account issues and coordinate with Billing, Support and other departments.
• Worked closely with Engineering and Project Management to ensure customer services are successfully implemented.
• Maintained retention of client's services through adoption of renewals and expansion of opportunities. 2015 - 2019
Territory Support Manager / CenturyLink Technology Solutions, NY, NY
• Provided pre-sales support in the management of systems and processes to ensure that quotes are generated, and proposals submitted.
• Generated quotes/MSA contracts, prepared SOWs/Proposals for managed services, network, hosting, storage, and cloud product mixes for large or complex opportunities. This includes collaborating and negotiating with Offer Development and Legal on customer pricing and special language. 2
• Able to contribute to the attainment of revenue objectives by managing orders from the sales stage through to billing and revenue recognition.
• Managed Business relationships between Customers and Internal Account Team to maximize client retention, revenue growth and profitability.
• Coordinated with the Client Service Partner in service issues and escalations, customer response for service incidents, implementation issues and customer billing/credit issues.
• Assisted with pricing, legal and order processing during "renewal process."
• Acted as Subject Matter Experts with respect to the ordering process to provide direction and support for internal and external parties.
• Experienced in teaming effectively with others across different disciplines, functions, and organizations. 2005 - 2014
Manager Service Management / CenturyLink Technology Solutions, NY, NY
• Responsible for developing, onboarding, and leading a team of 10 Client Service Partners within the Financial Vertical.
• Built long term relationships by leveraging knowledge and insight into the customers business and what makes them successful.
• Advocate for the customers internally while helping them achieve their business outcomes as part of their journey.
• Point of escalation for service issues within all aspects of operations, service delivery and billing.
• Managed the Advance Services Financial Forecast for the Finance Team; this includes growth, churn, and erosion.
• Functioned as strategic relationship manager between decision makers and influencers within key named accounts and Centurylink.
• Responsible for team's monthly/quarterly business reviews.
• Assisted Sales in net retention and drove significant revenue growth through expansion and upsells by managing existing financial networking services.
• Onboarded new customers with delivery and support to ensure successful deployment of solutions and services including bill reviews and audits.
• Processed, managed orders with Cyxtera Operations Team in their DataCenters: Colocation deployment, Cross Connects (Customer Access Connections, Hosted Access Connections, Telco connectivity etc). 2002 - 2005
Senior Sales Engineer / XO Communications, NY, NY
• Responsible for the day-to-day pre-sales technical support for XO Communications' Indirect Sales Channel serving the highest revenue producing region. Oversaw daily quality verification of contracts for sales support team and managed a portfolio of accounts from conception to completion.
• Supported 10 Indirect Sales Managers in the Northeast region and managed over 150 agent accounts with high end pricing, technical diagrams, and analytical configurations.
• Prepared, presented, and arranged presentations of technical products in closing of sales focused on high-net- worth clients of over $500,000.00 and up.
• Consistently reached 100% to 110% monthly sales quota month in and month out.
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2000-2002
Digital Communications Manager / Promenet, Inc., NY, NY
• Project managed all communication lines i.e., DSL, T1, DS3 between Carriers, customer base and Promenet, Inc.
• Worked closely with engineering staff to troubleshoot fail-over of communication lines and to dispatch for repair
• or network integration.
• Optimized future business opportunities and maintained company integrity, between client base, corporate sales force, and Telco Companies through privately held network planned events.
• Processed incoming orders, coordinated shipments of hardware equipment, and handled customer-related issues on pre and post installations.
• Managed the engineering team to stay on target and meet deadlines.
• Set up and maintained internal development tracking reports for senior management and engineering staff to ensure timelines were followed.
3
Education
B.A. Journalism, Mass Media and Communications / Rutgers University, New Brunswick, NJ Skills
• Microsoft Office 365, MS Excel, MS Power Point, MS Word, Google Suite, Teams, Zoom, Salesforce, Customer Relationship Management, Sabre GDS
• Complex Multi-Product Service Delivery
• Customer Success
• On-Boarding and Training
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