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Work Background
Customer Experience Program at Seton Hall UniversityAdvisory Council Member
Oct. 2023
SyntaxCustomer Experience Manager
Sep. 2020Established the Customer Experience Team within Syntax
Defined process for collecting customer feedback with NPS and targeted surveys in North America Expanding VoC initiatives to Global customer base
SyntaxManager, Account Management
Jul. 2019 - Aug. 2020
SyntaxSenior Project Manager
Dec. 2018 - Jun. 2019
SyntaxSenior Account Manager
Aug. 2018 - Dec. 2018Responsibilities including, but not limited to: Training Onboarding new members of the team Project Management training Facilitating assistance through all of the below requirements across team to ensure client satisfaction and Account Manager success Onboard customers onto a managed service environment Participate in customer governance committees Ensure compliance to contracted services levels Manage contract life-cycle Manage all escalations to successful resolution Lead weekly customer status meetings and executive conference calls Maintain communication with customer through the escalation process Perform Third Party Vendor relationship management Ensure services being billed are compliant with services contracted Manages all billing related escalations and disputes Perform Financial Management and Demand Management functions Understand client’s business, model and climate Obtain Client Satisfaction Pulse Manage Internal & External Communication Identify SWOT Proactively identify customer needs Post Implementation: Project Coordination/ Project management Lead/Coordinate project activities (Identify key project deliverables; project risks and issues; develop project plan) Facilitate meetings to identify project activities Provide information on processes, products, services Ad Hoc Projects – newsletter, helpdesk software, offsite meetings, etc. Upsell Priority: ECare, Disaster Recovery, Security Identify Opportunities Work with Sales Team Contract Renewals Strategic Alignment Understand client’s business, model and climate Proactive in identifying customer needs Support Ensure Tickets are managed Process working Point of Escalation
SyntaxAccount Manager
Mar. 2017 - Aug. 2018Somerset, NJThe Account Manager ("AM") is the primary liaison between the Core Services personnel and the client personnel, providing strategic leadership, relationship management, and support and escalation of all contracted work activity, providing a focus on efforts to retain and grow the revenue potential with the assigned client base while working to achieve and exceed client expectations. Account Manager Duties include, but are not limited to:
1) Deliver a positive customer experience through targeted, measured and reported metrics and MBOs.
2) Adhere to the contractual obligations of Core Services relative to the client(s) in which the AM will lead and oversee.
3) Establish and foster positive working relationships with assigned technical personnel, clients, vendors and company executive management on an ongoing and continual basis.
4) Demonstrate ability to multi-task and address multiple service requests, questions, issues and challenges from one or more clients in a regimented fashion to ensure communication of current status and escalation internally and externally where required is enforced. 5) Utilize negotiation skills and past experiences to work to address client issues whenever possible in a fashion that is mutually agreeable to the client and Core Services whenever possible. Escalate when necessary for guidance in resolution, bringing to bear the problem as well as any recommendations for resolution.
6) Champion and motivate the personnel assigned to address work for the client in a positive and supportive fashion, understanding when escalation is required for the benefit of colleagues and the client.
7) Display an initiative to engage in a client account to facilitate a better understanding of all of the aspects of the client contract in an effort to better lead and sense opportunities as they may arise.
Med-MetrixProject Manager
Apr. 2016 - Mar. 2017Greater New York City AreaWorked with hospitals and physician practices to import data into Med-Metrix's database and complete setup within the Med-Metrix application suites.
SyntaxAccount Service Delivery Manager
Aug. 2010 - Apr. 2016Somerset, NJThe Account Manager ("AM") is the primary liaison between the Core Services personnel and the client personnel, providing strategic leadership, relationship management, and support and escalation of all contracted work activity, providing a focus on efforts to retain and grow the revenue potential with the assigned client base while working to achieve and exceed client expectations. Account Manager Duties include, but are not limited to:
1) Deliver a positive customer experience through targeted, measured and reported metrics and MBOs.
2) Adhere to the contractual obligations of Core Services relative to the client(s) in which the AM will lead and oversee.
3) Establish and foster positive working relationships with assigned technical personnel, clients, vendors and company executive management on an ongoing and continual basis.
4) Demonstrate ability to multi-task and address multiple service requests, questions, issues and challenges from one or more clients in a regimented fashion to ensure communication of current status and escalation internally and externally where required is enforced. 5) Utilize negotiation skills and past experiences to work to address client issues whenever possible in a fashion that is mutually agreeable to the client and Core Services whenever possible. Escalate when necessary for guidance in resolution, bringing to bear the problem as well as any recommendations for resolution.
6) Champion and motivate the personnel assigned to address work for the client in a positive and supportive fashion, understanding when escalation is required for the benefit of colleagues and the client.
7) Display an initiative to engage in a client account to facilitate a better understanding of all of the aspects of the client contract in an effort to better lead and sense opportunities as they may arise.
SyntaxOperations Desk Agent
Jan. 2010 - Aug. 2010Service Desk for all clients to contact Core Services
Created and updated Service Requests
Weichert RealtorsIntern
Jun. 2008 - Aug. 2008WLN was the winner of the Inman Innovator Aware for Real Estate Technology. Assisted in the development of Weichert, Realtors and Weichert Corporate Housing's property information system displayed on the website. Researched and organized city/community area profiles across the country and displayed them on Weichert.com
Marywood UniversityStudent
Aug. 2005 - Dec. 2009Bachelors of Business Administration in Computer Information and Telecommunication Systems.
Classes included Data Communications, Java Programming, Computer Networking, Database Management, RPG Programming, and other related courses.
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