Customer Success Manager
Resume:
Gerald T. Scott
********@*******.***
Project Manager / Customer Success Management / Customer Support / Troubleshooting / Product Management / Strategic Planning / Mobile Electronics Learning Credentials :
University of Arkansas Pine Bluff, Pine Bluff, Ar Bachelor of Science in Industrial Technology - Electronics Options Career Highlights:
• *Product Manager: I was promoted to this position back in May 2015 until November 2024 where during that span of the 50 people that I mentored / supervised [ that were still Success Managers] 40 were promoted to several manager positions in the commercial department, and also in the field.
• *Success Manager: My duties from April 2005 - May 2015 were to coordinate special projects to test new software for Xfinity, running the Xfinity app on the Xfinity gateway modem / I-phone while provisioning the hardware and getting feedback from customers.
• Coordinated a special project to test new software for Xfinity, running the Xfinity app on the Xfinity gateway modem / Iphone while provisioning the hardware and getting feedback from customers.
• Received 90% of positive feedback from customers regarding product knowledge and customer assistance.
• Managed large market for major vendors to ensure long-term business partnerships. Applications: Microsoft Office 365, Teams, Zoom, Pipedrive, Salesforce, Slack, Einstein (technical support application), Adobe.
Career Experience:
Customer Success Manager/Account
Executive Comcast April 2005 - November 2024
• Serve as the liaison between Comcast and large market customers
• Address customer needs and concerns to develop and maintain strong relationships.
• Work with internal departments to ensure client needs are understood and satisfied.
• Assist with sales, handle client complaints, collect and analyze data, and improve the overall customer experience.
• Develop strong relationships with customers, connect with key business executives, and identify new business opportunities among existing customers.
• Work closely with senior leadership to ensure that business requirements are understood.
• Troubleshoot PC/HIS/E-mail/modem problems with the customer.
• Escalate advanced troubleshooting problems to signature support group.
• Support installing and / or reinstalling the comcast online service software.
• Configuration of client email settings, obtaining, provisioning, adding or deleting multiple IP addresses.
• Check for outages and / or check routers and notify the appropriate parties to advise the customer accordingly.
Route – Salesman Frito
Lay August 2002 – March 2005
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• Delivering, selling, and merchandising Frito-Lay’s complete line of products including Lay’s, Doritos, Cheetos, Tostitos, Fritos, and many more to businesses.
• Provided the highest quality of product and customer service.
• Traveled to different stores and partners to increase sales.
• Obtained customer feedback to provide better insight to improve existing services and grow customer accounts strategically.
Customer Account
Executive Verizon April
1999 – June 2002
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• Relocate a customer’s cellular service account from one destination to another.
• Interact with the technical support and customer care department to report issues.
• Responsible for analyzing customer requirements.
• Maintaining effective relationships and developed new business prospects.
• Consult with customers to identify business challenges and recommend tailored solution.
• Retained, managed, and grew the existing customer base. U
University of Arkansas Pine Bluff, Pine Bluff,
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