Edgar S. Email & Phone Number

Seattle, Wa, Us

Transition from Technical Account Manager

Seattle, Wa, Us

Hoboken, New Jersey, Us

• Take ownership of the customer relationship and become their advocate within NICE inContact. • Engage with the customer during the sales process and post-sale to ensure that their experience during implementation, go-live, and continued operations phases on the contact center platform is smooth and meets their expectations. • Work closely with the customer to ensure their success and that they meet their objectives in using NICE inContact products.• Responsible for resolving complex problems and providing technical and customer service to enterprise-level accounts. • Collaborate with resources across the company to help customers succeed in their business using NICE inContact technology and services, expand their use of the products, be a reference to prospective customers, and be a long-term and loyal customer.• Elements of account management, program/project management, and technical resolution come into play on this role to exceed customer expectations, improve processes and technology, and meet company growth objectives.

Armonk, New York, Ny, Us

[CLIENT EXECUTIVE - AT&T - 2012-2016]Oversaw IT lifecycle: pre-sales activities, account management, project management, requirements gathering, implementation and delivery, and account growth for high-touch, complex $3M+ client portfolio. Served as main contact for contractual compliance. Led cross-matrixed project teams of 3-8 people. • Uncover/Identify client business goals, requirements, and key critical success factors to develop and execute improved account strategies.• Collaborated with multidisciplinary team to investigate and resolve efforts to bring stabilize business-critical environment of key client, earning positive relationship and trust of critical internal and external stakeholders.• Provided strategic advice resulting in early contract renewals exceeding $700K in total value for 2-year period.• Partnered with sales team to improve sales by 20% over previous contracting cycle for 2 existing clients.• Awarded first AT&T White Vest Award for distinguished client service and technical support, 2014.• Earned Six Sigma Green Belt certification, 2015.

Dallas, Tx, Us

Supported company-wide key production systems including tracking, performance updates, capacity preparation, and overall platform/application health. Worked with client stakeholders at business, functional, technical, and executive levels.• Formed and maintained successful client relationships including expanding services to existing clients and improving Net Promoter Scores (NPS) and sales.• Trained and mentored more than 25 colleagues from onshore/offshore locations on improving service quality delivery. • Devised, executed, and aided world-class technical methods for multiple enterprise clients in diverse industries to guarantee customer satisfaction.• Achieved 99.9%+ service level agreement ratings by effectively aiding demanding, complex client hosting and eCommerce systems.• Helped Global Client Service Center's (GCSC) Operations team as escalation engineer decreasing time to resolution by 10% and limiting SLA paybacks to less than 0.6% of revenue. • Earned Customer Rules! Service Excellence Award for delivering exceptional customer service during peak demand period for entertainment industry client, 2008.

Assessed issues on single/outsourced servers in multi-tiered production environments. Created improvements for e-business implementations. Served as Microsoft Site Server/Commerce Server 2000/BizDesk/BizTalk Server subject matter expert. Devised procedures to guarantee quality code installations. • Earned Client Commitment Award for providing outstanding technical support and client service, 2006.

Master Of Business Administration - Mba, Information Systems And Decision Sciences

Bachelor Of Science - Bs, Industrial Engineering