Sandra S. Email & Phone Number

North Carolina, United States

- Manage multiple state and local government contracts, ensuring high levels of customer satisfaction and successful delivery of Motorola’s Lifecycle Service products.- Act as the primary point of contact for customers, building strong relationships, addressing escalations, and driving service excellence in compliance with Service Level Agreements (SLAs).- Lead contract renewals, proposals, and development of Statements of Work (SOW), aligning services with customer requirements and company standards.- Utilize Salesforce CRM and Google Workspace to effectively manage customer data, track service requests, and enhance team collaboration and communication.- Oversee financial forecasting, billing management, and Profit and Loss (P&L) performance, achieving financial goals through meticulous budget management and cost control.- Develop and execute strategic service account plans, identifying opportunities for upselling and cross-selling to drive service growth and enhance customer value.- Collaborate with sales, product, and external vendor teams to align on customer needs, market service programs, and ensure seamless delivery of integrated solutions.- Implement continuous process improvements to optimize service delivery, reduce response times, and maintain comprehensive operational documentation.- Recognized as "Customer Support Manager of the Year" for outstanding customer service, leadership, and account management performance.- Engage in Diversity, Equity, and Inclusion (DEI) initiatives, serving on the executive board of Motorola's Latinx group and leading efforts that increased Latinx representation.- Mentor and develop team members through regular training sessions, one-on-one coaching, and performance feedback, fostering a high-performance culture.- Organize and lead weekly team meetings to promote peer accountability, review progress on key initiatives, and encourage open communication and collaboration.

Raleigh, North Carolina, United States