• Lead a team of Client Managers supporting Cisco Managed Services customers• Manage account profitability including revenue forecasting and COGS management, working with delivery and financial controllers• Drive new business growth through customer advocacy and customer references• Drive revenue continuity by partnering with Renewals Managers, Renewals Specialists, and Business Development• Drive revenue growth by identifying & qualifying expansion opportunities, then… Show more • Lead a team of Client Managers supporting Cisco Managed Services customers• Manage account profitability including revenue forecasting and COGS management, working with delivery and financial controllers• Drive new business growth through customer advocacy and customer references• Drive revenue continuity by partnering with Renewals Managers, Renewals Specialists, and Business Development• Drive revenue growth by identifying & qualifying expansion opportunities, then partnering with Business Development and Sales to close• Build deep relationships with Customer stakeholders to understand their business objectives and desired outcomes• Build deep relationships, trust and collaboration with Managed Services Delivery, CX Theater, and Sales teams• Responsible for tracking and maintaining customer satisfaction, service level performance, contract compliance to obligations, and financial performance• Champion customer requirements and service value improvements into Product Management and Service Delivery• Partner with Service Delivery in service performance improvement and continuous improvement initiatives – measuring both quantitative and qualitative results• Oversee the quality preparation of customer Service and Business reviews with the Client Managers• Evangelize Cisco Managed Services in CX and with our customers, and document customer success stories• Manage internal and customer stakeholder and executive communications Show less

•Provided technical onboarding, technical adoption, incident management, change management, escalation management, and business reviews for premium and enhanced software support customers. •Responsible for providing quarterly business reviews (in person/virtual) with executive leadership in which adoption, service, key milestones, and overall health metrics are discussed.•Conducted consultative meetings weekly with customer stakeholders. Some topics routinely discussed are upcoming… Show more •Provided technical onboarding, technical adoption, incident management, change management, escalation management, and business reviews for premium and enhanced software support customers. •Responsible for providing quarterly business reviews (in person/virtual) with executive leadership in which adoption, service, key milestones, and overall health metrics are discussed.•Conducted consultative meetings weekly with customer stakeholders. Some topics routinely discussed are upcoming client-side projects or initiatives, challenges unique to their environment, Cisco-side service impacting events, open TAC cases, and new features in the next Webex releases. •Drove troubleshooting efforts and communicated status updates to accounts on high severity incidents. Received multiple commendations from both internal and external stakeholders for clear, concise, and routine status updates. •Consistently collaborated with multiple internal stakeholders to identify potential opportunities and to ensure optimal customer experience. •Constantly communicated with the client’s support team providing best practices on how to engage with Cisco TAC and assists in pushing TAC, when needed, on open incidents. Show less

•Reviewed and acknowledged alarms as they were reported by a proactive UC monitoring system and assessed the impact and severity of the alarm received•Fielded customer calls via an ACD customer service queue, collected detailed information from the client and assessed the impact and severity of the reported issue•Created and accurately categorized Fidelus incidents based on proactive alerts or client calls•Successfully managed client expectations•Basic incident troubleshooting &… Show more •Reviewed and acknowledged alarms as they were reported by a proactive UC monitoring system and assessed the impact and severity of the alarm received•Fielded customer calls via an ACD customer service queue, collected detailed information from the client and assessed the impact and severity of the reported issue•Created and accurately categorized Fidelus incidents based on proactive alerts or client calls•Successfully managed client expectations•Basic incident troubleshooting & remediation for issues including, but not limited to: Gateway Unregistration. Call Flow Issues, Backup Failures, Move/Add/ Change/Deletion (MACD) Requests, Device Availability Issues•Software compatibility review, testing and implementation Show less

•Provided an industry leading client service experience through assisting and supporting aspects of the development and expansion of new and existing client relationships•Utilized resources to conduct effective consultative client conversations•Provided financial solutions that met client needs such as deposit and credit and including all product and service lines•Referred to other line of business partners for additional business growth opportunities. -Partners included, but were… Show more •Provided an industry leading client service experience through assisting and supporting aspects of the development and expansion of new and existing client relationships•Utilized resources to conduct effective consultative client conversations•Provided financial solutions that met client needs such as deposit and credit and including all product and service lines•Referred to other line of business partners for additional business growth opportunities. -Partners included, but were not limited to: Financial Advisor, Mortgage, Trust, Wealth, Business Banking, Treasury Services, and Merchant Services•Ensured compliance with internal controls, operational procedures and risk management policies•Primary focus was assisting with client sales opportunities with additional activities related to service needs, based on the overall needs of the branch•Two-time Performance Excellence Award Winner-September 171% to goal and October 173% to goal Show less

• Promoted from technical recruiter to senior technical recruiter in 5 months.• Promoted from senior technical recruiter to account manager in 4 months.• Negotiated pay rates and salaries in order to meet company and client initiatives. • Sourced resumes via job boards, social media, networking events, and referrals.• Performed initial phone screens, in-person interviews, and technical skills evaluations.• Prepared, edited, and submitted resumes of qualified candidates to… Show more • Promoted from technical recruiter to senior technical recruiter in 5 months.• Promoted from senior technical recruiter to account manager in 4 months.• Negotiated pay rates and salaries in order to meet company and client initiatives. • Sourced resumes via job boards, social media, networking events, and referrals.• Performed initial phone screens, in-person interviews, and technical skills evaluations.• Prepared, edited, and submitted resumes of qualified candidates to open job orders.• Conducted in-depth reference checks.• Assisted in coordinating background checks, drug screens, medical insurance, and payroll paperwork for new hires. • Utilized resources to become a job market expert and transferred that knowledge to candidates and consultants.• Excelled in a fast-paced “bullpen” style environment.• Generated new business opportunities through leads, references, referrals, and cold calls.• Built and maintained rapport with clients to ensure customer satisfaction and exclusive relationships. • Trained new hire employees on best practices. Show less