Popular in Course
verified elite notetaker
Popular in none
This 2 page Document was uploaded by an elite notetaker on Tuesday December 22, 2015. The Document belongs to a course at a university taught by a professor in Fall. Since its upload, it has received 8 views.
Reviews for Customer-Support-in-San-Francisco-Bay-CA-Resume-Cherie-Haro
Report this Material
What is Karma?
Karma is the currency of StudySoup.
You can buy or earn more Karma at anytime and redeem it for class notes, study guides, flashcards, and more!
Date Created: 12/22/15
C HERIE H ARO Martinez, CA 94553 925.228.4442 firstname.lastname@example.org SUMMARY Motivated Senior Customer Success Manager experienced in providing clear-cut technical solutions for quality, handling customer escalations and new product development support for large enterprise projects. Expertise in Agile and Scrum new product development processes. Focused on team building, cross-functional collaboration, direct and logical communication. Key strengths in problem solving, analytics, critical thinking, scheduling, and recognizing training requirements. Strong leadership, interpersonal skills and project management experience contributes to delivering an exceptional customer experience. PROFESSIONAL EXPERIENCE EMC CORPORATION, Previously Documentum, Pleasanton, CA 1996 – Present Senior Manager, Business Operations / Support Readiness 2006 – Present Managed 6 member team providing support requirements to new product engineering teams performing Root Cause Analysis (RCA) of customer reported issues, and providing input to new product development and quality. Executive team member involved in analyzing requirements improving quality of existing products, and driving the direction and release of new and existing products. Primary focus on quality of product suite and product supportability. Interacted with senior management, worldwide support staff, professional services, Quality Assurance, technical writers and customer base to increase productivity, provide technical expertise, and build strong loyal customer relationships. Contributor to Management Development Team which delivered new solutions offered through SaaS / OnDemand and mobile client. Championed cross functional collaboration and partnership with Customer Support, Engineering, Quality Assurance and Product Management, resulting in creation of diagnostic tools that decreased customer service requests by 20% and time to resolve customer issues by 25%. Served as Customer Support Representative at Professional Services strategic meetings reviewing and escalating issues affecting client engagements. Action plans resulted in revenue of over $500K. Contributed to engineering development and senior management on new product release criteria, quality and technical reviews. As Beta / Early Adopter Program Project Representative, ensured support and customer needs were met through release criteria, support training (knowledge transfers), documentation and compatibility guides. Senior Manager, Customer Technical Support 1996 – 2006 Managed multiple support teams from client, web content management to content serveHandled customer escalations to resolve issues quickManaged 12 member team supporting Documentum Content Server user base in North America. Assisted new acquisitions with processes and procedures. Responsible for escalations with large enterprise level customers to resolve issues causing delays in deployments. Analyzed call center reports ensuring appropriate staffing for customer issues. Decreased time to resolve search issues by 25% through In-depth analysis of customer issues, implementing diagnostic tools, troubleshooting checklists and improved product quality. Motivated and led Content Server Team members to maximize productivity, increasing customer satisfaction to 85% and overall 15% increase in customer approval. Designed internal training course increasing support personnel’s ability to troubleshoot and keep the customer on track with real issues. CHERIE HARO PAGE TWO ADDITIONAL RELATED EXPERIENCE COMPUTER ASSOCIATES, Alameda, CA Senior Technical Support Manager INGRES CORPORATION, Alameda, CA Technical Support Manager CHEVRON CHEMICAL COMPANY, Richmond, CA System Administrator and DBA PROFESSIONAL DEVELOPMENT BS, Bachelor of Science, University of California, Davis, CA Technology Services Industry Association Certified Support Manager (CSM) Project Management Institute, Project Management Professional Certification, Anticipated 2013 AWARDS Awards for Enterprise Support Organization Award Recipient: Technology Services Industry Association, 2009 Star Award for Best Practices Service Excellence in Complex Software Application Support
Are you sure you want to buy this material for
You're already Subscribed!
Looks like you've already subscribed to StudySoup, you won't need to purchase another subscription to get this material. To access this material simply click 'View Full Document'