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Work Background
Dell EMCThe Data Difference - Account Management Services – Business Operations
Nov. 2020 - Mar. 2023United StatesData brings Better Services: Better Services keeps and grows clients! In today’s fast-moving, digital, and experience-driven world, companies need real-time customer insights. It allows service agents to quickly access survey data, trigger workflows based on customer survey feedback, and identify underlying drivers of customer satisfaction (or lack thereof). I bring data and service into a platform to drive action, cost understanding, and how to build success!
Dell EMCUncompromised Customer Services: Premier Customer Success Account Management and Field Services
Oct. 2013 - Nov. 2020Central USACurating customer experiences to obtain client-specific outcomes, creating a unique and unforgettable experiences. My goal has always been putting customers at the center of our account management strategy, which reaps results. A client-centric account plan helps drive decision confidence — the critical measure of how a customer feels about their ability to make a purchase decision — which leads customers to more high-quality/low-regret purchases. When customers feel high levels of decision confidence, they are ten times more likely to make a high-quality/low-regret purchase. Thus, customers know we will always put them first and help deliver the best implementations, adoptions, care planning, and long-term relational commitment.
T-SystemsGlobal Service and Managed Data Transport: Head of International Solutions Operations
Jun. 2009 - Oct. 2013Chicago, Illinois, United StatesWith a global playground, I managed resources worth $1.35 billion across six continents. We made tech personal and customer-focused. Our improvements resulted in a 15% reduction in client attrition rate, $100 million in contract renewals, and more. We even set up a Mexican-based NOC from scratch! Innovation was our middle name.
T-SystemsDIRECTOR OF SYSTEM MANAGEMENT
May. 2005 - Jun. 2009Chicago, Illinois, United StatesManaging an operating budget of $5.5 million, I led network operations and achieved a 92% client retention rate. We brought clients on board 27% faster than the competition. I'm a true advocate for trust-based relationships, cost-effective solutions, and outstanding customer service.
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