Langhorne, Pennsylvania, United States
With a career dedicated to Technical Services and Account Management, the focus has always been on elevating customer satisfaction and streamlining service delivery. At Mobile Aspects, leadership in recurring QBRs with C-suite executives showcased an ability to translate data into actionable insights, which was instrumental in reducing churn through continuous engagement. Collaboration with cross-functional teams at mindSHIFT honed skills in complex problem resolution and proactive service improvements. The commitment to customer success is reflected in the development of comprehensive training materials and the execution of new project implementations, ensuring operational excellence and long-term client relationships in the healthcare sector.
• Developed and maintain training materials, including manuals, presentations, and video tutorials. • Trained non-technical end users clearly and concisely. • Lead recurring QBRs with C-suite, providing data-driven product utilization analysis. • Lead cross-functional teams, collaborate with stakeholders, and manage complex projects from conception to execution. • Reduced churn by maintaining consistent customer engagement. • Involved in new project implementations, from receipt of purchase order to completion of installation.
• Responsible for customer relationship management that focuses primarily on technology service management. • Maintained consistent communication with customers. • Coordinated follow-through of reactive complex problem resolution by engaging with customers and various operational groups. • Supported operational groups when handling major service escalations. • Collaborated with Technology Consultant to perform periodic reviews of customer systems. • Identified potential service delivery and process improvements. • Analyzed data and provided reports to help customers make business decisions.
• Ensured a high level of customer satisfaction by Maintaining SLA's (Service Level Agreements) as agreed with customers. • Consulted customer in workflow changes and policy/process modification. • Performed onsite troubleshooting, scheduled maintenance, and software/hardware repair and upgrade. • Performed infrastructure assessments to include web services connectivity and desktop requirements. • Performed customer training following the company training curriculum. • Managed and drove onsite customer meetings. • Produced weekly customer status report to the Director of Customer Success.
Sales Manager: Corporate Technology Sales Technology support for SMB in the Philadelphia Tri-State area. We offer support for any Windows based network or desktop. We specialize in Microsoft Small Business Server. We offer managed service contracts as well as block of time and hourly service.