Michelle Winters Email & Phone Number

New York, Ny, Us

San Diego, California, Us

San Diego, California, Us

San Diego, California, Us

San Diego, California, Us

San Francisco, Ca, Us

Project Manager overseeing 15 projects for Fortune 500 companies. Responsible for articulating project goals and scope, translating business needs into technical terms, and preparing detailed work breakdown structures. Allocated resources and successfully resolved numerous project issues such as staffing shortages, tactical matters, scope creep, and divergent business user needs.Key Accomplishments:Direct complex projects for enterprise accounts, acting as an indispensable resource.Provide predictive foresight to project execution.Compile tangible success criteria and milestones to measure value to clients.Liaison between consulting, support, and engineering teams, integrating solutions for issue resolution and prevention.Facilitate team meetings to ensure communication and collaboration with ownership of project excellence.Successfully collect requirements, identified risks, and planned/executed project strategies to ensure goals were consistently achieved. Create ticket and resource audits for customers and forged strong relationships with sales team to ensure customer success and satisfaction post-sale.Coordinate education sessions and product training for customers, helping them to better utilize services. Received the FY2015 Customer Success Manager of the Year Award.

Accountable for developing and managing the end-of-life process for vCloud Express service. Coordinated data migration and customer communications for new cloud environments for over 400 customers. Established standardized escalation and internal processes, coordinating Support Team during launch of new services. Acted as a mediator between customers and various company departments to solve complex issues. Key Accomplishments:Designed and implemented security audit process, including verifications and phishing detection to preventing fraudulent account activities.Deployed and managed website analytics using Google Analytics to report metrics and key indicators for primary stakeholders. Led the implementation of Zen Desk ticketing system which consisted of automations, macro implementations, and stat collection.Developed an effective onboarding process including training, ticket etiquette, incident response, and team cordiality courses for all new support agents.Analyzed diverse technical issues, providing the best solutions for customers working with different IT teams.

San Antonio, Texas, Us

Rackspace Hosting · Cloud Account Manager Level 2 Apr. 2012 – Mar. 2013 Created step-by-step process for the Cloud Account Management Team to respond to data loss or extended downtime scenarios which included comprehensive data capture spreadsheet, customer response prefab communications, internal billing responses, and other standardized procedures that improved overall service levels. Gained superior understanding of the account invoicing process, proposals, new contracts, renewals, and other integral business functions that helped improve customer relations and overall sales figures. Key Accomplishments & Contributions:Continuously improved and raised service level standards by resolving the highest number of customer support tickets (298) and phone calls (180), ranking on average 100 tickets above second highest teammate. Recognized by leadership for remarkable project management skills and techniques such as managing the Latin American Cloud Customer Reach Out Project. Earned highest chat-level support rank (over 3,000 English and Spanish chats resolved each month) by efficiently managing the flow of tickets and hold times. Designed a successful onboarding process for training of new team members and contributed to the continuous improvement and success of team and quality of service standards.

San Antonio, Texas, Us

Rackspace Hosting · Cloud Server Administrator/Customer Support Technician