Cindy Roque Email & Phone Number

Naples, Fl, Us

Irvine, Ca, Us

• Manage technical account management and concierge services, ensuring IT performance met client-facing service line requirements and complied with security and contractual standards.• Collaborate with C-suite leaders, sales teams, and clients to align initiatives with client needs, driving satisfaction and successful outcomes.• Develop and implement global client support strategies, adapting them to evolving product and market demands.• Lead and oversee a team of 25 Client Technology Managers, ensuring high service standards through performance tracking and KPI monitoring.• Act as the primary escalation point for critical client issues, developing client relationships and continuously improving support processes through feedback and insights.

Irvine, Ca, Us

• Directed the Enterprise Infrastructure team, focusing on voice recording technology and ensuring systems performed optimally to support various applications.• Negotiated cost-effective contracts, reducing expenses while delivering high-quality solutions that enhanced client benefits.• Created tailored success roadmaps to drive product adoption, aligning with client objectives and fostering long-term satisfaction.• Executed the migration of over 200 clients from NICE to Verint, implementing an efficient transition process that minimized disruptions and improved client experiences.• Strengthened cross-team collaboration across Client Success, IT, and Operations, ensuring technical solutions met all contractual and regulatory requirements.

Irvine, Ca, Us

• Managed the planning, design, and implementation of corporate IT solutions, supporting data infrastructure and voice recording needs.• Created process documentation to improve operational efficiency and set clear standards for service.• Led a Professional Services team focused on consulting, client implementation, and customer support, enhancing client onboarding and satisfaction.

• Provided consulting services in process improvement, technical documentation, and instructional design, focusing on client-centered support and training.• Developed customized training materials that fit specific client systems, helping clients onboard more smoothly and use tools effectively.

New York, New York, Us

• Created and delivered customer-focused technical and user support content, simplifying complex software and operational issues into usable formats.• Managed daily tasks alongside long-term projects, ensuring timely and efficient delivery of technical and end-user documentation in a large-scale environment.• Collaborated across groups to research issues, build relationships, and resolve conflicts, contributing to operational efficiency and process improvement.• Designed templates and ensured high-quality document presentation and communication standards, including editing and proofreading for clarity and usability.

Amsterdam, Nl

• Designed and managed databases to ensure accurate data organization, supporting operational efficiency and strategic decision-making.• Led project management initiatives, coordinating cross-functional teams to deliver solutions on time and within budget.• Developed and delivered educational services through instructional design and technical writing, creating clear and user-friendly materials for clients and staff.• Provided sales counseling and customer service, addressing client needs, offering tailored solutions, and fostering strong customer relationships.

Milwaukee, Wisconsin, Us

• Managed group sales operations, developing strategies to meet revenue goals and building long-term client relationships.• Designed and delivered client education programs, tailoring content to meet specific client needs and improve product understanding.• Collaborated with internal teams to align educational initiatives with sales objectives, enhancing client onboarding and satisfaction.• Conducted market analysis and strategic planning to identify new opportunities, refine sales approaches, and improve client engagement.