Customer Success Manager
Resume:
SHAWN ALLEN
**** ******* ****** **. ******, WV **177
**************@*****.***
OBJECTIVE:
Accomplished leader with approximately 20 years’ of very diverse experience managing people and driving results in various industries. Including Azure Cloud services, Business Development, and Management. I possess a customer service focus and am accustomed to developing employees to reach their maximum potential. I’m seeking an opportunity with a company where I can contribute to the long- term success of the organization through diligent work, applying company procedures and my management skills.
WORK EXPERIENCE:
Microsoft Azure Customer Success Manager November 2019 to Present Microsoft Azure CSM
As a Customer Success Manager. My role is to help our customers leverage their current investments in Azure as well as their investments in their workforce to succeed in their Cloud adoption.
• Establish a trusted/strategic advisor relationship with each customer and drive continued value of our solutions.
• Work with IT BDM establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Drive adoption and consumption for Microsoft Azure services through various programs
• Develop and deliver “success plans” to key customers identifying stakeholders, milestones, metrics, and risks inherent in an implementation
• Ensures customer creates value through defining and achieving business outcomes
• Escalate critical customer issues and ensure escalation ownership with internal resources
• Act as Voice of the Customer and provide feedback to Services, Sales, Operations and Channel teams as appropriate.
• Drive consumption growth of Azure workloads, Data, Applications, and Infrastructure.
• Engage and orchestrate an extended virtual team of workload experts to drive usage and help accelerate customer value for each workload and effectively manage customer engagement.
• Manage ongoing customer relationships at scale to ensure long-term customer success with Microsoft technologies.
• Collaborate with Inside Sales Representatives when new sales opportunities (Cross-Sell) are generated through engagements with BDM/ITDM.
• Obsess over Microsoft’s customers grow progress with new resources deploy to provide guidance and documentation
• Identified potential customers with the capacity to receive Microsoft Partner assistance and make sales referrals.
• Collaborate and coordinate with MS IT cloud architect to assist with any systems roadblock or Azure adoption issue
• Assist with our Virtual Machine setup, supply guidance documents for troubleshoots, price quote VM, hardware, network, security, services upgrade, and much other features Accenture November 2019 to June 2022
Inside Sales Account Representative Analyst
• Conceptualize, create, implement, and execute product utilization plans to increase Microsoft utilization by the customer.
• Partners with Microsoft Solution Delivery, Customer Support, and sales Product teams
• Utilize data to identify trends and opportunities for improvement
• Utilize tools to perform root cause analysis on factors impacting the business Management to drive overall customer satisfaction.
• Escalates opportunities to appropriate sales or service resources to improve the customer’s experience.
• Performs customer request/problem identification and follows defined procedures to resolve correctly
• Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements
• Monitors support issues and open tickets as appropriate to address quality concerns, to adhere to a customer stated SLA, and to ensure responsiveness to customer issues
• Prepares reports to align performance and identify best practices and performance improvement opportunities.
• Act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities
Sprint by Wireless Solutions, LLC August 2016 to November 2019 Assistant Manager/Sales Representative
* Responsible for management of the store operations.
* Kept track of all phone sales, inventory of phones, phone accessories, and placed orders when needed including special orders that were per customer request
* Accomplish goals through performance coaching to ensure each team member achieves their monthly sales goals
* Followed up with customers using a 3/3/3 process that involved calling them back 3 days, 3 weeks, and 3 months after their initial buying experience. 1- How their new product works for them. 2-If they have any questions. 3- Provided them with new promotion information. New Age Marketing Inc. Charleston, WV May 2015 to August 2016 Client Representative to Assistant Manager
* As a client representative I trained and developed a system that teaches you marketing and consulting methods of selling products and services within major retail stores such as Sam’s Club, Wal-Mart, and Costco’s
* As an Account Manager I trained and developed client representatives on how to become an account manager, also conducted first and second round interviews for recruiting new people
* As an Assistant manager I did all the above plus assisted with payroll, recruiting, third round interviews, opening and running office, running impacts on my team that I built in atmosphere each morning
Mardi Gras Casino Nitro, WV April 2015 to July 2015 Money Room Supervisor
* Conducted Regular vault counts and kept track of all transactions coming in and out of the money room.
* Used Microsoft excel spreadsheets with calculated formulas to balance vault.
* I also kept track of chip vault counts.
Joe Holland Chevrolet South Charleston, WV October 2014 to March 2015 Business Development Center
Service Advisor Floater
Department of Motor Vehicles Kanawha City, WV February 2014 to September 2014 Data Entry Records Temporary
AutoZone, Cross lanes, WV November 2012 to February 2014 Red Shirt Customer Service Associate
• Looking up customers inquiries on automobile parts over the phone and at the parts counter
• Cashier Duties, stocking shelves, changing out prices on merchandise, changing planograms to keep the store updated
• Install batteries, running engine diagnostics, install headlights, and other miscellaneous bulbs for customers
• Assist with giving customers advice on car care, and preventive maintenance Work from Home
Amazon Kindle Lead Role November 2010 to October 2012
• Took escalated calls, outage calls with fast resolution time.
• Answer x-chat questions, pointing out problems or updates that are needed either with website, contact driver, and a possible solution or update to KC article, references, etc.
• Did weekly team meeting slides, live meeting coaching’s, kindle fire subject matter expert. Worked with each agent to mold them into the perfect agent through coaching and pinpointing their areas of opportunity for improvement.
• Created surveys for the kindle program team to collect feedback
• Kindle fire launch: pointed out a lot of issues to the kindle program team that was addressed immediately.
• I built trust with my coworkers and agents.
• Pointed out that we as leads would need the Blacklist tool permission’s back, worked with program team and change was made for all Tier 2 leads in network Work from HTS onsite May 7th, 2012, to May 11th, 2012
• Kaizen for lowering AHT/EDR on Kindle tablet and other kindle Wi-Fi issues
• Came up with problems that were the root cause and then did a solution matrix and white paper report at the end of the week with our results.
Work from Home/HTS
Amazon Kindle tier 2 CSA November 2010 to October 2011
• I started working at HTS and moved to work from home about a month after starting with Amazon.
• I continued to work and learn as much as possible, and my seasonal assignment ended in April 2011.
• Continued to grow and learn as much as possible to get ready for the new VCC site and applied for the Acting lead position.
R&L Communications/Vision Mobile, Cross lanes, WV December 2009 to November 2010 Sales Manager/Salesperson
TRG Customer Solutions South Charleston, WV November 2008 to November 2009 Customer Service Associate for Verizon FIOS
• Took inbound customer calls for internet, cable, and phone technical support
• Provided network troubleshooting, and hardware support
• I am proficient in remote access software such as Go to Assist, and Symantec PC anywhere Preferred Credit Inc., Hurricane, WV April 2005 to April 2007 Sales Lead Telemarketer/Loan Officer
• Made sales calls to potential customers informing them of several unique mortgage opportunities, and completed additional training for telemarketing department
• Prepared sales lead forms for loan officer
• Processed and prepared mortgage loans to benefit clients: consolidated loans, reduced interest rates and monthly payments
• Setting up schedules for the telemarketing team
Friedman’s Jewelers, Charleston, WV March 2004 to February 2005 Collection Manager / Salesperson
• Contacted delinquent account holders to make payment arrangements
• Supervised two temporary sales associates during high sales volume periods
• Also reviewed sales numbers and New Account quotas of employees
• Performed daily and annual inventory of jewelry for loss prevention
• Assisted customers with purchases including arranging financing INTERNSHIP:
American Electric Power: John Amos Power Plant, Winfield, WV Equipment Operator Jr. Cooperative Program Internship Summer 2005
• Assisted with routine daily equipment checks, start-up, and shutdowns
• Gained overall general knowledge of power plant instrumentation and operations
• I received a letter grade of a “A” in this program EDUCATION:
West Virginia State University, Institute, WV
Bachelor of Science in Business Administration: Management May 2010 Selected List of Courses
• Nine credit hours in Accounting and Economics
• Six credit hours in Production Management
• International Business and Retail Management
Kanawha Valley Community and Technical College (formally WVSCTC), Institute, WV Associate in Science: Power Plant Technology December 2006 AWARDS RECEIVED:
Dean’s List Fall 2002 and Spring 2005
CERTIFICATES RECEIVED:
• MICROSOFT AZURE FOUNDATION
• MICROSOFT AZURE FOUNDATION
• CLOUD COMPUTER
• CLOUD ARCHITECT FOUNDATION
• INTRODUCTION TO CLOUD
• MICROSOFT AZURE STORAGE
• MICROSOFT AZURE NETWORKING
• MICROSOFT AZURE SECURITY FOUNDATION
• MICROSOFT AZ-900 CERTIFICATION TRAINING KNOWLEDGE 1&2&3
• MICROSOFT CLOUD CONCEPTS-PRINCIPLES OF CLOUD COMPUTING CLOUD CONCEPTS
• MICROSOFT DYNAMICS 365 ADVANCED TECHNIQUES
• MICROSOFT DYNAMICS 365 FUNDAMENTALS
• CONTROL AND ORGANIZE AZURE RESOURCES WITH AZURE RESOURCES MANAGER
• MICROSOFT NETWORK & SECURITY CONCEPT IMPLEMENTATION
• MICROSOFT POWER BI DESKTOP
• APPLY AND MONITOR INFRASTRUCTURE STANDARDS WITH MICROSOFT AZURE POLICY
• MICROSOFT AZURE CREATE AND MANAGE VIRTUAL MACHINES
• MICROSOFT AZURE DESIGN AND IMPLEMENT APPS SERVICE APPS
• CORE CLOUD SERVICES
o AZURE COMPUTE OPTIONS
o AZURE DATA STORAGE OPTIONS
o AZURE NETWORKING OPTIONS
o AZURE ARCHITECTURE AND SERVICES GUARANTEES
o MANAGE SERVICES WITH THE AZURE PORTAL
o MICROSOFT AZURE ACTIVE DIRECTORY
o PREDICT COSTS AND OPTIMIZE SPENDING FOR AZURE
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