Lance Dixon Email & Phone Number

Richardson, Tx

 Currently supports up to 30 account managers in various US regions Serve as first line of support to assigned account managers, Pricing, Procurement, Finance and other cross functional teams. Work with Audit teams on any open cases to resolve pending issues within bookings. Streamline processes across the US and EMEA teams to ensure all deals followed company policies and reduce processing errors Utilize SFDC daily for forecasting, account and opportunity management along with booking deals daily Successfully manage weekly, monthly and quarterly forecasts Facilitate WebEx conferences and phone calls to assist sales teams with SFDC training and deal reviews Conduct review of POs and all booking documents to ensure compliance to company requirements along with accuracy of order Document process flows and develop requirements for functional improvements and enhancements Provide follow-up deal support after deal has closed to Partners and/or Distributor contacts as needed

• Triage tickets to resolve issues from partners, distributors and VCE employees • Register Deals in Sales Force.com for partners, distributors and VCE account managers• Provide partners and employees access to the ACT tool• Analyze and Identify accounts using the Retrieval Tool (Dun and Bradstreet)• Basic troubleshooting on VCE websites (ACT, VCE Partner Portal, Sales Force)

Answer calls to deliver exceptional customer service and build customer satisfaction and loyalty. Troubleshoot all technical inquires about network coverage, device information and data services. Utilize all on-line resources/tools to troubleshoot and diagnose customers for resolution. Specialized in tablets and Smartphone’s running Android, Blackberry and Windows operating systems.•Guide team members on troubleshooting methods and data validation procedures.•Strive for one-call resolution of customer issues, deescalating irate clients•Complete 15-20 calls per day as last level of escalation•Regularly exceeded monthly metric goals on performance, compliance and attendance •Complete ongoing training to stay abreast of product, service and policy changes•Support Customer Care in times of need by answering calls with billing, coverage, and troubleshooting related issues.