Cindy Russo Email & Phone Number

United States

United States

Frisco, Texas, United States

Irving, Tx

Developed and implemented customer experience policies and procedures that mirrored the internal requirements established by Bioworld Merchandising leadershipOversaw the achievement and maintenance of agreed customer service levels and standardsPlanned, prioritized, and delegated work tasks to ensure proper functioning of the departmentReviewed, resolved, and tracked customer complaints and resolutions; handled complex and escalated customer issuesAssisted in the… Show more Developed and implemented customer experience policies and procedures that mirrored the internal requirements established by Bioworld Merchandising leadershipOversaw the achievement and maintenance of agreed customer service levels and standardsPlanned, prioritized, and delegated work tasks to ensure proper functioning of the departmentReviewed, resolved, and tracked customer complaints and resolutions; handled complex and escalated customer issuesAssisted in the launch of new products, managed any product changes, monitored ongoing quality and addressed any quality issuesWorked directly with the design, technology, product, sales, marketing, and operations departments to outline product specifications and ensure they were documented appropriatelyPlanned, led and implemented strategies to continuously improve customer experience, quality of service, processes and methodology; liaised with company management to support and implement growth initiativesDeveloped reports and metrics to drive customer experience improvements across products and departmentsPartnered with internal stakeholders to define and update prioritiesContinuously optimized operational efficiency while maintaining high data quality; ensuring the necessary resources and tools were available for quality customer experience deliveryWorked cross functionally with peers to support training, best practices, and shared opportunitiesAssisted with the identification of external new technologies, products, and capabilities aligned to business strategy and priorities Show less

Irving, Tx

Managed the execution of and adherence to the reverse logistics policies & procedures agreed upon in a commercial sales agreement regarding warranty obligations with carriers/partners. Responsible for re-structuring and re-negotiating partnership agreements. Monitored and maintained repair KPIs including revenue generation, repair quality, cost reduction activities and new product introduction.Served as the voice of the customer internally to BlackBerry support teams… Show more Managed the execution of and adherence to the reverse logistics policies & procedures agreed upon in a commercial sales agreement regarding warranty obligations with carriers/partners. Responsible for re-structuring and re-negotiating partnership agreements. Monitored and maintained repair KPIs including revenue generation, repair quality, cost reduction activities and new product introduction.Served as the voice of the customer internally to BlackBerry support teams while delivering BlackBerry message and actions to carrier partners that are required to achieve strategic goals. Show less

Irving, Tx

Managed a team of relationship managers and support staff in order to drive carrier and BlackBerry objectives with a focus on driving activation's and customer loyalty.Global project stakeholder, participant and user acceptance testing (UAT) for multiple support tools for external use required in order to meet region's regulatory guidelines while improving customer and carrier experience.

Irving, Tx

Coaching, mentoring and development of Partner Support Account Manager team members.Involved in managing key strategic accounts in Latin America.Collaborated on alignment of objectives by building & executing business plans. Acted as a consultant by providing strategic post-sales support to sales teams including tech support needs analysis, call driver data review and product readiness information. Developed strategies and recognized opportunities for revenue… Show more Coaching, mentoring and development of Partner Support Account Manager team members.Involved in managing key strategic accounts in Latin America.Collaborated on alignment of objectives by building & executing business plans. Acted as a consultant by providing strategic post-sales support to sales teams including tech support needs analysis, call driver data review and product readiness information. Developed strategies and recognized opportunities for revenue generation and competitive displacement, and shared that information with sales and marketing teams Show less

Irving, Tx

Served as the principal contact for Latin America Carriers’ Technical Support Carrier organizations. Established strong relationships with the management of carrier organizations.Was constantly seeking improvements in processes, documentation, or products in an effort to reduce the number of support incidents escalated by the carrier as well as make them increasingly more capable of supporting BlackBerry directly.Executed action plans for difficult issues/challenges that… Show more Served as the principal contact for Latin America Carriers’ Technical Support Carrier organizations. Established strong relationships with the management of carrier organizations.Was constantly seeking improvements in processes, documentation, or products in an effort to reduce the number of support incidents escalated by the carrier as well as make them increasingly more capable of supporting BlackBerry directly.Executed action plans for difficult issues/challenges that were faced by carriers’ as well as the partner support teams and BlackBerry's technical support organization.Worked with carriers to implement and improve technical support processes for the BlackBerry solution in relation to their business goals.Escalated post launch support issues for carriers that need further investigation or prioritization with the BlackBerry Technical Support teams.Worked with carriers to help reduce support costs and increase customer satisfaction by working with them to understand and eliminate call drivers.Facilitated training and knowledge transfer for carriers.Delivered of New Hire Training to the customer support organization. Show less

Lewisville, Tx

Responsible for the training of all new hires, from Retail Sales Reps to Directors, in the retail channel for the Dallas marketDelivery of New Hire Orientation, new product and service training, systems training, customer interaction training, and sales and soft skills trainingConducted the Retail Certification Program; a required class for all director level positions and aboveFacilitated active discussion, incorporating varying views that lead to comprehension… Show more Responsible for the training of all new hires, from Retail Sales Reps to Directors, in the retail channel for the Dallas marketDelivery of New Hire Orientation, new product and service training, systems training, customer interaction training, and sales and soft skills trainingConducted the Retail Certification Program; a required class for all director level positions and aboveFacilitated active discussion, incorporating varying views that lead to comprehension, interpretation and applicationProvided Instructional Designers with feedback to better training program for existing employees and to improve New Hire Training Show less

Dallas, Texas

Recruited, developed, motivated and managed a high-performing team of more than 12 sales reps. Responsible for ensuring retail locations were merchandised effectively.Responsible for acquiring new customers, maintaining existing customer base, data and accessory sales, and P&L.Prepared store for compliance and inventory audits.Ensured secret shop scores were at acceptable levels.

Bachelor Of Arts (B.A.), Psychology

Activities and Societies: Multicultural Greek Council Executive Board, Sigma Lambda Gamma National Sorority, Inc.

Bachelor Of Arts (B.A.), Spanish Language And Literature

Master’S Degree, Theology/Theological Studies