Alfred Lopez Email and Phone Number
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I am an accomplished leader with a strong aptitude for cultivating partnerships and swiftly addressing client concerns professionally. As a results-oriented strategist, I can guide cross-functional teams to attain crucial performance objectives. Furthermore, I possess outstanding verbal and written communication skills, leveraging customer relationship management application to use data points to curate an accurate customer journey
Graylog, Inc.
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Customer Success ManagerGraylog, Inc. Apr 2024 - PresentHouston, Texas, Us
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Enterprise Customer Success ManagerXcitium Dec 2021 - Mar 2024Remote, UsI optimize the customer lifecycle with post-sale best practices for onboarding, training, and risk management to boost advocacy. I drive accurate forecasting and workforce decisions using analytic models and team management. Not only that, but I strengthen customer health scores, understand growth/retention, and minimize losses with a 360-view approach. I promote product adoption and integration, collaborating on upselling campaigns after new releases. I efficiently manage client deliverables and track action plans with management software. Furthermore, I enhance customer retention by advocating for needs, facilitating integrations, and customizing products. I also renew client contracts by leveraging sector-specific knowledge for stronger partnerships.• Secured contract renewals exceeding $1M and drove $250K in upsells for 2023, demonstrating accountability and fostering substantial product adoption.• Leveraged insights to elevate engagement and pinpoint valuable improvement opportunities.• Spearheaded learning initiatives for end users, emphasizing the indispensable role of the Customer Success function. -
Customer Success ManagerVonage Aug 2018 - Dec 2021Holmdel, New Jersey, UsI drove the adoption of advanced telecommunication solutions (SMS, AI, Contact Centers, softphones), steering clients away from traditional desk phone functionality. I conducted personalized face-to-face meetings across Washington DC, New York, Virginia, and Maryland monthly, enhancing the executive business review experience before the pandemic. Not only that, but I defined robust escalation paths, utilizing company tenure and expertise to establish firm deliverables, ensuring unwavering accountability to build trust with clients. I also managed escalations for high-profile accounts, seamlessly blending strong communication and efficient time management and leveraging product expertise to set realistic expectations and drive impactful results. -
Operational Business AnalystVonage Sep 2017 - Feb 2021Holmdel, New Jersey, UsOversaw the management of communications and impact analysis for network and application outages on the corporate and consumer platforms. I also dealt with business matters dealing with vendor management at several locations globally. Acted as the point of contact for identifying as well as triaging issues impacting customers and contact centers globally while simultaneously multitasking multiple roles, driving down the need for additional seats within Workforce Management.Maintained the tracking of production outages within the organization, identifying call center performance deviation and trends to multiple levels of leadership to raise awareness regarding business opportunities for improvements in application effectiveness.Partnered with corporate communications to execute a process rollout for disseminating production issues to high profile customers with substantial monthly recurring revenue.
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Workforce Management AnalystVonage Sep 2012 - Aug 2017Holmdel, New Jersey, UsOversaw the analysis and evaluation of workforce metrics to improve human resources capacity planning and maximize labor utilization rates. Lead the application of analytics models and projections on organizational staffing to enhance forecasting accuracy and improve workforce decision making.Managed intraday staffing to drive occupancy goals, reducing abandonment and improving SLA’s with a 10% lead from the rest of my department.Carried out the operations for managing the company PTO process across several locations and departments for customer care while ensuring operational needs are met.Maintained and Improved the routing strategies for delivering calls, driving down average handle time and transfer rates.Assisted in UAT Testing for executing improvements into the IVR platforms to increase self-service via the phone and the web.
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Customer Account ManagementVonage Sep 2007 - Sep 2012Holmdel, New Jersey, UsServiced contacts into call the center for over 5 different lines of business, demonstrating successful open and closed ended communication strategies, time management, multitasking, and effective listening skills ranking in the top 5% of my peers.Assisted in a rollout of an auto-debit application for professional installation fees, removing the need for manual execution and potential errors.Contributed to the implementation of new self-service articles related to number transfers, resulting in a contact rate reduction for calls concerning number transfersServed as the standard for excellence for several call handling practices concerning for improving communication effectiveness, receiving recognition and a reward from the VP of care operations.
Alfred Lopez Skills
Alfred Lopez Education Details
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Brookdale Community CollegeGeneral Studies And Humanities
Frequently Asked Questions about Alfred Lopez
What company does Alfred Lopez work for?
Alfred Lopez works for Graylog, Inc.
What is Alfred Lopez's role at the current company?
Alfred Lopez's current role is Experienced Enterprise Customer Success Manager demonstrating a successful history in project management and the delivery of impactful customer solutions..
What is Alfred Lopez's email address?
Alfred Lopez's email address is al****@****age.com
What is Alfred Lopez's direct phone number?
Alfred Lopez's direct phone number is +184845*****
What schools did Alfred Lopez attend?
Alfred Lopez attended Brookdale Community College.
What are some of Alfred Lopez's interests?
Alfred Lopez has interest in Civil Rights And Social Action, Environment, Disaster And Humanitarian Relief, Human Rights, Animal Welfare, Arts And Culture, Health.
What skills is Alfred Lopez known for?
Alfred Lopez has skills like Call Centers, Vendor Management, Telecommunications, Team Leadership, Voip, Customer Experience, Management, Customer Service, Troubleshooting, Customer Satisfaction, Leadership, Workforce Management.
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