Jenny Frigon Email & Phone Number

Littleton, Massachusetts

Plan, manage and execute Global Elite Academy events and executive briefings that meet and exceed expectations, while ensuring excellent customer service and positive experiences for IBM clients. Make important decisions often in a fast-paced environment and on the spot during events. Utilize my skills of being adaptive, flexible, and keeping calm and persistent despite difficulties in challenging situations. Build new and strengthen existing relationships with IBM account teams and clients. Work simultaneously with multiple teams of CEMs, IBMers, Executives, 3rd party vendors, and clients to successfully meet the client’s needs and expectations.Constant innovation, learning, and growth by Identifying and creating new best practices and process improvements. Mentor and coach other team members.

Greater Boston Area

Assisted in creating a direct work model to increase self-sufficiency of PDA support analysts. Focused on PMR overview and complex onsite action plans for clients such as Bank of America, Nielsen, GWL. Leverage expertise and experience to resolve critical situations and high visibility issues by developing solutions and process improvements aimed at preventing/removing GEP client angst.

Greater Boston Area

Facilitated the development and transformation of PDA client care. Devised guide manuals, and held training sessions. Improved the client experience with PDA support field service engagements by reducing escalations and helped in meeting the customer satisfaction. Established a work model for client care queue monitoring

Greater San Diego Area

Managed the support analyst coverage schedule. Ensured new products were activated and accurate in the support program. Verified support data during the Netezza/IBM acquisition. Assisted in various operations projects and surveys. Formulated training material for new Customer Service Representatives.

Greater Boston Area

Facilitated the setup of the new Customer support call ticket system. Worked alongside clients to provide support accounts; user ID, passwords, and instructional information. Coordinated providing new client welcome packages.