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Account Manager with an emphasis on Customer Service
I am an Account Manager with an emphasis on customer service. I have expertise in managing customer conflicts, establishing relationships and resolving issues. I have supported customer environments by proactively assisting customers to reduce problem occurrence, addressing remote support needs and coordinating resources for timely problem resolution. I have demonstrated the ability to work with all levels within an organization including effective interaction with executive management. I have supported Fortune 500 companies.
Application Support
About Me
Industry: |
Information Technology |
|---|---|
Occupation: |
Application Support |
Highlights: |
• Developed a reputation as a customer knowledgeable advocate working with the customer and support partners to help facilitate a faster resolution to system issues. • Monitored customer’s calls into Call Center to ensure technical resolution, service level agreements are met and customer satisfaction is achieved. • Utilized HP-UX patch management methodology by conducting system patch analysis and developing change management plans to maximize system availability. • Developed detailed trend analysis, availability reporting and activity reviews to uncover issues impacting system availability. Designed strategies based on findings to reduce system downtime. • Achieved top customer loyalty survey scores and high renewal rates by developing and growing customer relationships through contract lifecycle. • Selected to serve as mentor to new team members in recognition of superior knowledge. • Recognized as MVP of organization for top performer of the year in 2001 for the Mission Critical Services organization. • 10 plus years experience with Word, Excel and PowerPoint. • Provided 24x7 support for certain Critical Enterprise customers in a fast paced environment. • Served as a senior member in a team environment. |
Education level: |
Bachelor |
Will Relocate: |
No |
Major Responsibilities
Account Manager with customer base in various HP-UX Mission Critical environments (hardware and software). Key accounts were Sprint, US Cellular, Hanesbrand, Bank of America, Abbott Labs and FedEx. Provided business, operational, technical advice and assistance to customers. Key member of account team to develop solutions to reduce outages and maximize system availability.
