Accomplished professional combining 15+ years of experience encompassing strategic sales and marketing support, customer service and business development, and managing key accounts. Proven success in applying a consultative approach to identifying client needs and managing business/product solutions with direct impact on bottom- and top-line revenues.
SUMMARY OF QUALIFICATIONS
- Diverse experience in customer relations, pricing, in-depth product knowledge, inventory control, reporting, data entry, order processing, quality assurance, logistics coordination and staff training.
- Quickly and effectively cultivate professional relationships with executives, clients, and co-workers.
- Exceptional oral/written communication and presentation skills with attention to detail/accuracy, accompanied by a work ethic founded on the principles of tenacity, diligence, and determination.
CORE COMPETENCIES
- Customer Service & Satisfaction Organizational Skills
- Strategic Account Management Relationship-Building
- Client Needs Analysis Cross-Functional Liaising & Sales Support
- Pro-active & Self-Motivated Issue Resolution
EXPERIENCE
MSP in Chicago (2023-2024)
vCIO
- Pioneered and collaborated with leadership to establish the vCIO role within the organization, instrumental in shaping its framework and objectives. Spearheaded strategic initiatives focused on optimizing IT infrastructure, enhancing cybersecurity measures, and aligning technology solutions with business objectives. Advised clients on IT strategy, leveraging deep industry knowledge and technical expertise to drive innovation and competitive advantage. Facilitated executive-level discussions on IT investments, risk management, and digital transformation, providing actionable insights to drive business growth. Developed and maintained strong client relationships, serving as a trusted advisor to C-suite executives, and delivering high-impact solutions tailored to their unique business needs.
- Collaborated with executive leadership to introduce and define the role of the vCIO within the organization, leading to improved client engagement and retention
- Provided strategic guidance and IT advisory services to clients, conducting comprehensive assessments of their technology infrastructure and recommending solutions to optimize ef ciency, security, and scalability.
- Partnered with cross-functional teams to deliver integrated IT solutions aligned with clients’ business objectives, ensuring seamless implementation and ongoing support.
- Proactively identified emerging technologies and industry trends to anticipate client needs and deliver innovative solutions that drive competitive advantage.
- Cultivated strong relationships with key stakeholders, including C-level executives, to understand their business challenges and develop tailored strategies to address them effectively.
MSP in Naperville (2023-2023)
Customer Relationship Manager
- Served as the primary contact for key account stakeholders, building strong client relationships with C-Level executives, VPs, Directors, and Business Owners. Responsibilities included ensuring the fulfillment of Service Level Agreements, conducting regular meetings, providing client assessments, managing account reviews, generating quotes, coordinating with teams, and assisting in client onboarding and offboarding.
- Focused on identifying upsell opportunities, collaborating on marketing materials, conducting customer satisfaction surveys, and implementing strategies to enhance customer retention and reduce turnover.
MSP in Chicago (2021-2023)
Relationship Success Manager
- Responsible for ensuring customer satisfaction and success. Role included onboarding customers, building strong relationships, assessing customer needs, managing accounts, providing training, problem-solving, advocating for customers within the organization, and driving customer retention and renewals. Identified upselling and cross-selling opportunities, collected, and analyzed customer feedback, measured success metrics, and segmented customers to tailor their approach.
- Maintained a satisfied and loyal customer base for long-term business success.
- Service Advocate 2017 to 2021 ,
- Served as a liaison between customers and the organization. Resolved issues, collected, and relayed feedback, and worked to improve the quality of service. Provided educational support to customers, fostered loyalty, and ensured compliance with relevant regulations.
- Championed customer needs and enhanced the overall customer experience.
- Help Desk Manager 2016 to 2017 ,
- Oversaw a support team, managed processes, allocated resources, and resolved complex issues.
- Monitored performance metrics, provided training, managed budgets, and communicated with customers. Maintained documentation, planned for long-term improvements, managed vendors, and ensured security and compliance in the help desk’s operationsService Operator 2015 to 2016
- Managed service requests, scheduled appointments, coordinated with customers, and handled inquiries and billing issues. Ensured compliance with standards, resolved service-related problems, and maintained documentation, contributing to efcient service delivery and customer satisfaction.
Dental Office (2008-2013)
Office Manager
EDUCATION AND CERTIFICATIONS
- Associate of Applied Science in Computer Science
