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MBA professional with over 30 years experience and proven success in delivering top quality customer service, troubleshooting and IT support for service-oriented companies. Built steady career in planning and executing lean processes starting as a field operative, escalating in responsibility through various technical and operations positions to become a Client Service Manager at Avaya. Strong ability to apply strategic problem solving skills in mission critical environments with high level of customer service. Excellent reputation with customers and a superior client repeat rate on an annual basis. Collaborative work style and hands-off management empowers team members and results in high quality output.Specialties: Avaya Certified Associate (ACA)Network +Convergence Technologies Professional (CTP)Definity G3i and G3r Installation and MaintenanceUPS SystemsMessaging SolutionsLAN Switches - Multiple ClassesWireless - Multiple ClassesAvaya Media Servers - Multiple ClassesAvaya Gateways - Multiple ClassesIP telephony - Multiple classesCommunication Manager - Configuring Basic Features, Networking, Configuring IPData Networking Concepts
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Customer Success ManagerC1 Jun 2016 - PresentBloomington, Minnesota, UsPrimary liaison between my assigned customers and the Managed Services Support Center (MSSC). Responsible for overall customer satisfaction and retention for maintenance and managed services contracts. Owns escalations for critical issues and provide reporting, analytics, and consulting. Develop and manage communication strategy as well as facilitate Root Cause Analysis (RCA) and ongoing improvement activities related to major incidents. Provide guidance and leadership to Account Service Teams (AST) on customer related issues and activities. Participate in account planning and lead generation with the sales teams. Coordinate and communicate contract on-boarding activities with the account service teams and MSSC leadership team. Additionally, serve as the mentor and the primary escalation point for assigned SDMs and provide feedback on work activities and participate in the employee review process with the Manager of Customer Advocacy, MSSC-Operations. -
Sales EngineerAvaya May 2015 - Jun 2016Morristown, New Jersey, UsServed as technical lead and coordinated all technical sales activities for customers and Avaya Business Partners in the Houston area. Led discovery activities to understand customer/partner business requirements and translate them into technical requirements. Developed technical account plans and sales proposals for assigned opportunities as well as delivered demos, trials, proofs-of-concepts, and post-sales diagnostic support. When supporting partners, authored roadmap adoption and enablement plans based on partner business plan requirements. When supporting the channel, led technical on-boarding of new partners. Maintained technical knowledge across multiple products and solutions for both Avaya and their competitors. -
Client Services ManagerAvaya Feb 2013 - May 2015Morristown, New Jersey, UsDedicated liaison between Avaya and my assigned customer, Apple Computer, in order to improve customer satisfaction and to meet service level agreements. Responsible for the timely resolution of day to day problems including break/fix incidents for technical or operational issues. Apple’s configuration is highly complex, strategic, and global which requires teaming with account managers, project and program managers, engagement managers, systems engineers, sales team members, and service providers in order to develop and implement an account management strategy that drives company revenue. Serve as a subject matter expert on a wide range of tools in order to streamline efforts in troubled case management, escalation, reporting, and customer stewardship. Ensure service plans align with revenue objectives and have a high level understanding of Apple’s products and leverage technical resources to expedite problem resolution.
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Territory Services Manager (Tsm)Avaya Feb 2011 - Feb 2013Morristown, New Jersey, UsRepresent the full breadth of maintenance service delivery across both field and remote teams for Avaya direct maintenance customers. Empowered to support direct maintenance clients across the entire spectrum of maintenance Customer Service. Proactive Customer Engagement/Partnership with Sales teams and work with “Grow and Defend” customers nearing contract renewal to ensure they are receiving full value and recognizing Avaya Services as a differentiator. Direct supervisory responsibility for field technicians in Fort Worth, West TX, Austin, San Antonio, South TX, and Houston.
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Regional Solutions Engineer (Rse)Avaya Jun 2009 - Feb 2011Morristown, New Jersey, UsResponsible for on-site installation, maintenance, and repair of company and multi-vendor systems which include hardware, software, and networking products as well as operating systems. Ensured customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance. Took part in potential or desired follow-up services (sales) or problem escalations. Acted as a company consultant in cross-disciplines as well as worked with limited guidance on projects within defined criteria. Provided solutions to a diverse range of moderately complex problems.
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Customer Systems Engineer (Cse)Avaya Jun 1998 - Jun 2009Morristown, New Jersey, UsLead on-site contact responsible for establishing and maintaining server based telephony systems for Citigroup, one of Avaya’s top customers representing $1.3M in annual revenue. Jurisdiction includes a three building Citigroup campus housing the credit card, mortgage, finance and imaging groups. Daily duties include coordinating with various departments at client’s location to provide troubleshooting solutions and customer service on a 24/7 basis. Report to off-site management with critical issues and updates as needed. Run weekly project meetings, monitor alarms in systems, perform client requests, and make management decisions to ensure customer satisfaction and to deliver proactive support. Share best practice solutions with peer engineers across all client sites for continuous improvement. Train and direct six technicians to execute projects.
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Senior Facsimile Diagnostic TechnicianNec America Oct 1990 - Jun 1998Tokyo, JpOperating role focused on delivering telephone customer support, dealer technical support, and parts order entry for internal and external clientele. Coordinate the return of warranty parts and equipment and liaison between NEC’s facsimile engineering department and NEC’s Diagnostic Center for mutual issues. Maintain department’s computer hardware and troubleshoot customer and dealer technical concerns to resolution. -
Operations ManagerZytec Systems Jul 1987 - Oct 1990Operations Manager, 1989-1990Hands-on service role responsible for technician dispatching, shipping and receiving, purchase order entry and execution of all replacement parts and equipment. Focus on maintaining customer support, bench repair of data communication and facsimile equipment. Ensure on time and on budget completion of all projects. Identify opportunities for cost savings through obtaining competitive quotes from a variety of suppliers. Communicate with senior management and co-workers on a daily basis regarding progress on client projects.Field Service Technician, 1987-1989Execute field service repair of data, fax, and LAN hardware and software at client sites. Interact with customer to resolve unique technical issues and communicate status of project to manage expectations.
Shawn Cook Education Details
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The University Of DallasSupply Chain Management -
Devry UniversityTechnical Management - Telecommunications
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Itt Technical Institute-ArlingtonElectronics Engineering Technology
Frequently Asked Questions about Shawn Cook
What company does Shawn Cook work for?
Shawn Cook works for C1
What is Shawn Cook's role at the current company?
Shawn Cook's current role is Customer Success Manager at C1.
What is Shawn Cook's email address?
Shawn Cook's email address is sh****@****hoo.com
What is Shawn Cook's direct phone number?
Shawn Cook's direct phone number is (817)-540*****
What schools did Shawn Cook attend?
Shawn Cook attended The University Of Dallas, Devry University, Itt Technical Institute-Arlington.
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