CX Accelerator is a non-profit community that exists to equip, encourage, and connect Customer Experience professionals at every stage in their journey.This amazing group is here to serve you and help you to have the most rewarding career possible. We will challenge, admonish, and educate you in every stage of your journey as an experience professional. Join our growing community today and find out how we can be better together!

Invited to be a Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs people who are aspiring to become Customer Success Leaders or who wish to elevate their Customer Success career with experienced industry leaders for monthly coaching sessions. Apply here: https://catalyst.io/coaching-corner

Pavilion is the premier global community for B2B go-to-market leaders. Over 10,000 professionals use Pavilion to grow their network, sharpen their skills, and develop life-long connections.Membership includes access to a curated Slack community, local events, Pavilion University courses and schools, and a knowledge hub of over 1,300 resources.Learn more and join today at joinpavilion.com/joinnow

The Customer Success Collective exists to create a space to help individuals and organizations drive company-wide alignment around customer success as the scalable, sustainable source of business growth. Join our Slack community and never miss out again!

Leader of Customer Success / Account management department inclusive of CSMs, Onboarding, Support, and Offshore Admin / CS OPS Team. Responsible for end-to-end process management, process documentation, and SLAs for all 4 groups. Responsible for usage and adoption of Warehouse Management Software (sold to Warehouses) and Online Merchant Seller platform

• Provided guidance to Customer Success Sr Manager on team structure, account ownership, renewals, and playbook creation• Clarified Roles and Responsibilities of Customer Success Managers to delineate role for new Customer Support division• Created process and structure to receive 1MM+ inventory items to allow for a successful launch of new customer

Leader of amazing Onboarding / Implementation team, CSM team, Support team, and offshore assistants all singularly focused on WOWing our customers every day! Focus areas include Revenue Retention, Logo Retention, Renewals, Seamless Onboarding, Adoption, and Account Health.

Experience.com is a rapidly-growing provider of experience management software. Using its integrated, cloud-based platform and customizable processes, any business can manage customer and employee experiences across their products, locations and brand(s). By driving behavioral change, Experience.com delivers impactful business outcomes including increased customer satisfaction, brand value and brand loyalty, higher employee engagement, and improved compliance.

I am passionate about helping businesses thrive by focusing in 3 main areas.1. Customer-Centric Operations: Evaluating the Customer Journey and ensuring internal processes support the customer's goals and expectations2. Global Product Launches: Outlining all the steps from Sales to Delivery to Support to ensure products are launched on time and within budget while delivering an excellent customer experience3. Contact Center Management: Helping contact centers excel based upon experience as an agent, coach, domestic and international trainer, people manager, and global project manager

The Entrepreneur Center connects Entrepreneurs with Investors, Mentors and the Critical Resources they need to accelerate the launch of startup businesses. I serve as an advisor and instructor, teaching classes, leading workshops, and providing one-on-one mentoring to entrepreneurs.http://ec.co

Led a team of 10 PMP/CAPM Certified Customer Success Managers who supported sales operations and partnered with logistics and manufacturing to ensure our customers had full visibility to product shipments and met delivery deadlines. Sought out process improvements based on learnings from the partnerships between Dell's multiple departments and the customer.

Partner with customers to create custom support solutions to decrease downtime and increase efficiency.Current and previous solutions include global call routing and part dispatching, data center architecture capture, custom payment options, onsite parts, onsite technicians with data center clearance, specialized support reporting, and support process mappingModify standard support offers to meet nonstandard customer requirementsLead support contract negotiations and address redlinesDrive global revenue through solutioning and presenting simple and complex solutionsCreated standardized processes and templates to allow faster solutioning

Responsible for planning and implementing standard and custom support for Dell solutions.Served as support services global PM for ProSupport for Data Center, Desktop Virtualization Solution, Virtual Labs, Mobile Clinical Computing, and Dell Cloud Solution for Web ApplicationsLed cross functional core team inclusive of fifteen Global Support Services groups to ensure end to end support processes are in place for solution launchesCoordinated Phase Review Process to maintain timelines for offer launchesDesigned global programs to streamline processes and provide efficienciesReviewed business practices globally to identify best of breed processes which could be implemented at other call centers Traveled to overseas Dell tech support call center locations to perform process evaluations to identify process changes

Directed the CompTIA A+ certification program, providing A+ certifications to 180 techniciansIncreased customer email capture rate by 200%, causing a rise in survey responsesCreated dispatch review program which decreased dispatch failures and increased customer resolution rates

Managed a team of 20 individuals taking inbound phone calls from external customersDelivered mid and end of year performance plans and participated in pay planning cyclesPerformed interviews for Dell candidates during period of growth

Facilitated dozens of two week new hire training classes to ensure new sales agents were prepared to sell Dell Consumer products to customersPerformed training duties onsite to assist in the startup of four US call centers and three international call centersMonitored training classes, trainers, and programs both domestically and internationally to ensure compliance to Americas Consumer Sales Training Standards

Helped sales agents meet goals through call audits, side by side observations, and one on one meetingsProvided real time feedback to agents to assist customers and agents through the purchasing process.

Met and exceeded sales goals in both Spanish and EnglishAssisted customers in customizing notebook, desktop, and peripheral purchases