Community space that provides Black professionals in Customer Success with powerful resources to help them advance their careers.

- Facilitate 175+ portfolio accounts, addressing client communications, conflict resolution, and best practices sharing through program consultation and resource support- Monitor 4 trials, 30 deployments, and schedules to ensure project support stays on track and meets subscription start date target in partnership with up to 15 cross-functional collaborators- Deliver predictive risk outcome analytics with strong emphasis on client health, adoption, relationship building… Show more - Facilitate 175+ portfolio accounts, addressing client communications, conflict resolution, and best practices sharing through program consultation and resource support- Monitor 4 trials, 30 deployments, and schedules to ensure project support stays on track and meets subscription start date target in partnership with up to 15 cross-functional collaborators- Deliver predictive risk outcome analytics with strong emphasis on client health, adoption, relationship building, satisfaction, and strategic planning to secure 90% client retention rate- Coach client to maximize return on investment through accurate data management and 5+ key performance indicators (KPIs), including program effectiveness, claims reduction, and driver retention Show less

- Revamped 10 service level agreements to update legacy documentation, garnering approval from team lead, client, and government parties- Oversaw end-to-end start and resolution of customer escalations, including security environment malfunctions, to ensure stakeholders had resolution mapped out in accordance to current process- Supported data center in anticipating and managing changes to efforts, including technical and business requirements, business process, and schedule to… Show more - Revamped 10 service level agreements to update legacy documentation, garnering approval from team lead, client, and government parties- Oversaw end-to-end start and resolution of customer escalations, including security environment malfunctions, to ensure stakeholders had resolution mapped out in accordance to current process- Supported data center in anticipating and managing changes to efforts, including technical and business requirements, business process, and schedule to ensure proper system protocol and production funding- Provided weekly brief presentations outlining achievements, milestones, metrics, and plan of action for 20+ attendees Show less

- Spearheaded design of automated IT onboarding framework and operations to decrease human error and ensure timeliness while researching internal data to maintain operations and generate archival data- Facilitated communications, including tickets and client escalations issues, between 3 separate information systems vendors to reduce overdue or untouched case load pile up with cross-functional team- Aligned client expectations by setting project scope, priorities, and task… Show more - Spearheaded design of automated IT onboarding framework and operations to decrease human error and ensure timeliness while researching internal data to maintain operations and generate archival data- Facilitated communications, including tickets and client escalations issues, between 3 separate information systems vendors to reduce overdue or untouched case load pile up with cross-functional team- Aligned client expectations by setting project scope, priorities, and task oversight performed by appropriate technicians Show less

– Served as the single point of contact for all PETCO Verizon wireless accounts. Including the functionality of wireless technologies, trouble shooting, account management, reporting and budgeting.– Engaged with senior management and produced formal reports and presentations for audit findings and recommendations for monthly improvements.– Produced IT documentation detailing Processes and Procedures.– Strong working knowledge of administrating and facilitating the daily… Show more – Served as the single point of contact for all PETCO Verizon wireless accounts. Including the functionality of wireless technologies, trouble shooting, account management, reporting and budgeting.– Engaged with senior management and produced formal reports and presentations for audit findings and recommendations for monthly improvements.– Produced IT documentation detailing Processes and Procedures.– Strong working knowledge of administrating and facilitating the daily activity of the WAN support desk.– Resolved escalations from Tier 1 call center; worked closely with managers, field users regarding technological issues. – Capable of locating tickets requiring attention in Service Manager and Remedy. Show less

– Recruited, hired, supervised, scheduled, and motivated a staff of 30 employees.– Directed all aspects of Special Events operations, including vendor relations, quality control and oversaw a wide range of other duties and projects.– Ensured effective communication with direct reports and all other departments to ensure timely set up of Events and client satisfaction.– Provided onsite quick alternatives and solutions regarding unforeseen issues. – Proven ability… Show more – Recruited, hired, supervised, scheduled, and motivated a staff of 30 employees.– Directed all aspects of Special Events operations, including vendor relations, quality control and oversaw a wide range of other duties and projects.– Ensured effective communication with direct reports and all other departments to ensure timely set up of Events and client satisfaction.– Provided onsite quick alternatives and solutions regarding unforeseen issues. – Proven ability to manage multi-site operations; provide training, organizational skills and motivation. Handle budgeting, contract analysis, financial reporting. – Translated written event requirements into a visual outcome.– Introduced and developed the first safety evaluation system for the company resulting in better productivity and decreasing safety risks.– Produced quarterly briefs to internal sales staff for improvement of marketing strategies. Show less