Neil Andersen Email & Phone Number

Orlando, Florida, United States

• Managed customer accounts requiring enhanced interaction and personalized service• Established a trusted short-term advisor relationship that works to ensure overall customer satisfaction with products and services.Developed and Executed a Get Well Plan while understanding all aspects of the situation and developing a clear scope timeline• Took ownership of the account escalation engagement and all activities that make up the get-well plan• While maintaining disciplined and regular communications within accounts, from C-level executives to front-line managers, built credibility through timely action and responsiveness during the escalation.• Reviewed & analyzed customer health trends to proactively identify and resolve issues before a customer escalated. • Acted as a customer champion, a resource specifically focused on returning the customer environment to a stable state and the customer to a state of satisfaction with ServiceNow.

• Delivered impactful results by leading Critical Account (CAP) engagements, effectively addressing challenges and removing roadblocks; successfully investigated and remediated customer issues, ensuring prompt resolution and maintaining customer satisfaction.• Led escalation management for complex technical projects, overseeing the efforts of diverse resources and ensuring successful outcomes.• Provided strategic leadership to teams of engineering, support and field sales specialists who developed and executed engagement plans, facilitating effective communication with C-level executives at Cohesity and our valued customers.• Generated comprehensive briefings and reports for C-level executives, enabling informed decision-making and enhancing collaboration between Cohesity and its customers.

• Pioneered the establishment of Client Escalation and Client Listening programs, delivering executive-level visibility into critical customer escalations and ongoing feedback.• Developed and managed the program for top-level escalations, ensuring prompt resolution and customer satisfaction within 6Connex.• Implemented an effective survey strategy, collecting valuable Net Promoter Score and Client Satisfaction data to inform decision-making and drive continuous improvement.• Collaborated with cross-functional teams at all organizational levels, resolving customer issues and integrating feedback to enhance products and processes.• Played a key role in leveraging customer insights to drive innovation and improve overall customer experience.

Loon Lake, Washington, United States

• Demonstrated exceptional leadership by developing strategic plans, overcoming challenges, and eliminating roadblocks in Customer Assurance (CAP) engagements.• Drove the investigation and resolution of customer issues, ensuring prompt and effective remediation.• Exercised expert oversight in escalation management for complex technical projects, coordinating diverse resources to achieve successful outcomes.• Delivered high-impact engagement briefings and reports for C-level executives at Cisco and our esteemed customers.My achievement: in over 15 years and 175+ engagements, I've never lost a customer!

Fairchild Afb, Wa

• Provided expert counsel to the unit commander, ensuring the welfare of unit personnel and fostering a cohesive work environment.• Demonstrated exceptional leadership as a Chief Master Sergeant (E-9), ranking in the top 1% of the enlisted force, while serving as the senior enlisted leader in multiple communications organizations across challenging overseas environments, including the Middle East and Afghanistan, and stateside bases.• Led training and development initiatives for non-commissioned officers and airmen, achieving enhanced operational and combat readiness.• Accomplished personnel reviews, promotion recommendations, and personal awards/recognition.• Managed voice and data networks with a focus on ensuring availability, survivability, and security, while prioritizing the physical and mental health and safety of the team.

Bachelor Of Science - Bs, Management/Computer Information Systems, Cum Laude

Associate Of Applied Science, Information Systems Technology

Associate Of Applied Sciences, Electronic Systems Technology