Elaine Lopez Email and Phone Number

- Participated in specialized training information, compliance and certification from preferred vendors (Disney, Universal, Hilton, Marriott & IHG) through webinars and training modules as well as with vendor related agent programs (Cruise Lines International Association).- Carefully listened to and assessed clients' needs in order to facilitate and customize global and domestic travel itineraries. - Arranged group hotel accommodations for families and sports teams- Maintained up-to-date knowledge of travel products including: family destinations, hotel and car reservations, cruise and tour travel.

-Conduct research on behalf of the U.S. Census Bureau. -Responsible for collecting household demographic information, verify addresses and maps, and fix information discrepancies by canvassing specific areas door to door. -Communicate with others in an effective manner in order to obtain necessary information.

-Owned the relationship and served as a liaison for diverse hybrid high-profile customers with significant public cloud utilization, portfolio ranged from $400K- 1.2M MRR-Responsibilities include:Building and maintaining client relationships by analyzing customer needs based on feedback from pulse checks and Monthly/ Quarterly Account Reviews.-Provided product and service (including 3rd party service offerings: AWS & Google Cloud) recommendations based on business importance and budget.-Collaborate with various departments (Product, Technical Support, Sales, Networking) to deliver Fanatical Support with the goal of customer satisfaction measured via NPS surveys and retention renewals.-Review service failures and produce incident reports when required as well as validate, negotiate and process service credits in a timely fashion.-Prepare QBRs and deliver to Senior Management Team internally as well as present directly to each customer Executive Team & various organization levels. -Initiate conversations/meetings with Open Public Cloud support teams, Data Center Operations and Network Security to solve for customer impacting issues. - Responsible for facilitating maintenance planning with cross-functional teams and the customer for hardware/software upgrades and footprint expansion.-Obtained Rackspace Cloud Savvy Certification

-Performed on the job training and on-boarding of new Account Managers as well as mentoring fellow Account Managers while facilitating server maintenances, cabinet migrations and hardware upgrades.-Worked directly with C-level customer contacts and technical staff to aid in account planning activities, service improvement and business development activity. -Collaborated with Business Development Consultants and integral department technicians to offer solutions based on customer request, requirements and price point. -Maintained relationships with clients via phone, email and face to face interactions to present Monthly/Quarterly Account Reviews.

Managed, organized and monitored new and existing customer implementations. Successfully managed a double account base with over $900,00 MRR for a six-month period while also mentoring/ on-boarding a new Account Manager. Entrusted with managing sensitive, high touch and escalated accounts to rebuild their certainty and relationship with Rackspace. Recognized as a key contributor to install based growth partnered with the BDC by negotiating contracts, renewals as well as component/device upgrades and add-ons.

Coached and developed AMs I,II & III to reach team and individual goals.Served as a collaborative team member to solve problems, provide guidance and deal with issues before they escalated to the Leadership Team. Provided consulting support on planning, prioritization, execution and delivery of additional services, configurations and hardwareConducted weekly Account Team meetings to review KPIs and support/product updates.Coordinated with Rackspace support teams and customer support teams to deliver support requests/inquiries within an agreeable time frame.Maintained an account base of approx. $400,000 MRR

During my almost 5yr tenure in this role I Managed between 500 to 1300 non-complex accounts.Answered customer support requests via ticketing system, email or phone calls.Conducted Rackspace 101s which provided a walk-though of the customer portal, FAQ support documents, and a general overview of how to utilize Rackspace support services.Scheduled server maintenances, component and software upgrades.Negotiated sales for additional hardware and devices for business expansion

Managed portfolio of customers that consisted of the highest MRR at RackspaceInvestigated and solved billing and payment issuesQuality checked new server contracts, renewal, upgrades and downgradesCreated new customer accounts and configuration details in Rackspace CRM toolRecorded/tracked revenue of each Sales Executive and Account ManagerResponsible for calculating monthly commissions for all Sales personnel