Garner, North Carolina, United States
I am an experienced Customer Success Manager with a total of 14 years of professional expertise in customer support and account management. Currently at Dell Technologies, as a Customer Success Manager since 2022, I excel as a top support advocate, ensuring customers receive proactive and predictive support. My role involves being a trusted advisor for support planning and technology decisions, utilizing cutting-edge technologies such as AI, machine learning, and machine reasoning to optimize IT resources. I leverage data analytics to enhance performance and stability, serving as the single point of contact for account management. In my previous role as a Technical Solution Consultant at Dell from 2013 to 2022, I specialized in resolving complex technical cases, managing systemic quality concerns, and fostering strong global relationships with ATS and internal teams. I consistently delivered exceptional performance and played a crucial role in team development. My diverse background also includes close to a decade of experience as a Graphic Designer with Southern Wine and Spirits / Centiv Services, where I honed my creative skills, redesigned logos, and enhanced website aesthetics. With CompTIA A+ and ITIL 4 Foundations certifications, I bring a strong technical foundation to my customer-centric approach, consistently exceeding expectations and delivering results.
• Top support advocate, ensuring customers get the best possible proactive and predictive support experience • Trusted advisor for support planning and technology decisions, developing an understanding of customer’s business objectives and IT needs of covered assets • Strategically use AI, machine learning (ML), and machine reasoning (MR) technologies that simplify and streamline processes and optimize the use of Customer’s IT resources • Leverages data from SupportAssist, Secure Remote Services and MyService360 to improve performance and stability with proactive, personalized recommendations • Serve as single point of contact for account management, escalation and monthly reporting reviews • Delivers systems maintenance on a semiannual basis
• Assigned technical cases that have not been resolved through normal support channels • Collaborate with Account Teams, Technical Account Managers, Customer Quality Managers, IPS Engineering, etc. • Performs considerable testing, research, and analysis • Top 5% network leader in GOI and CSAT, resulting in being chosen to join the elite Chat Support team • Support staff for new phone agents during their two week Transition Queue • Cultivated a positive work environment as a member of the Client ProSupport Winning Culture Council, facilitating contests that reward agents for upholding ProSupport values and events designed to strengthen morale across the floor • Presented to multiple new hire classes, instilling Dell values, and encouraging growth and pathways to success within Client ProSupport
• Create graphics for the company’s websites and customer information and educational materials; maintain websites to ensure continual functionality and enhances designs to improve retention rates • Produced new logos for the company and supported the rebranding efforts; improved the aesthetic appeal of the logo and website, maximized the visibility throughout the region and drove profitability • Managed the administrative activities of the department; authored content, analyzed and controlled databases, communicated with key clients, built new relationships, and updated and maintained files
On-site Graphic designer for the #1 liquor distributor in the nation.