Certinia

Certinia is the #1 complete Cloud ERP suite solution built on the Salesforce1 platform.

I am leading a dynamic team of customer success managers, driving adoption, expansion, and retention of Certinia's cloud ERP suite solutions. I am also strategically partnering with diverse customers, identifying growth opportunities, and offering tailored recommendations for value optimization. 

Empowering the customer base to align business objectives with Certinia solutions and ensuring optimal utilization for Financial Management, and Professional Services. 

Achieving customer satisfaction and referenceability while maximizing ROI and process improvements by 50%

Consistently achieved over 90% renewals attainment year over year for over 9 years

I coach and mentor team to drive superior performance and foster a positive work environment. 

I work closely with the Director and participates during hiring, onboarding, and performance review of CSM members.

Customer Success Manager - Team Lead

Compuware

Served as a bridge between clients and Compuware, delivering value-added services, renewals, licensing, and fostering an understanding of product functionality. Exceeded quotas, identified and closed new business, and maintained excellence in client relationships. 
Consistently met maintenance quotas and expanded references, resulting in an 85% reference rate. 
Turned high-risk accounts into long-term partnerships, resulting in additional years of service by improving product adoption. 
Collaborated cross-functionally, achieving revenue growth objectives and operational excellence year over year.

Sr. Client Manager - Changepoint

Led global support team, streamlined processes, and improved customer satisfaction through priority incident resolution. Implemented ITIL practices, achieved support metric improvements, and managed high-profile customer upgrades. 
We introduced Service Delivery Management, which resulted in the adoption of cross-departmental Operational Level Agreements. 
Orchestrated test environment architecture, optimizing response and reducing duplication of reported incidents by 90%. 
I project-managed "request management best practices," achieving a 90% success rate on call resolution.

Senior Team Lead, Technical Customer Support - Changepoint

Changepoint

Analyzed and resolved complex problems, improved customer confidence, and contributed to a solid support team environment. Recognized for project management and promoted to higher roles. 
I led the support "test environment architecture" project, streamlining processes and improving defect duplication response by 90%. 
I was honored with the President's award for excellence in achievement. 
I was promoted through various technical analyst roles.

Technical Support Analyst III

Magna International

I evaluated third-party application tools, developed Lotus Notes applications, and managed migration projects. I also provided first-level support and contributed to the automation of various departments. 
Developed and implemented Lotus Notes applications, reducing manual processes, and improving manual workflows by 90%.

Business Analyst/Developer

George Kelk Corporation

• Spearheaded, designed, and executed a customized import/export Traffic application, leading the transition from a manual system to an electronic environment. Achieved a remarkable 90% improvement in the efficiency of shipping document creation and workflow signature approvals.

• Achieved an impressive 80% reduction in backlog of shipment delays through strategic process optimization and automation.

• Pioneered successful automation of the Traffic department, paving the way for the automation of Sales, Contract, and Human Resources departments, resulting in enhanced operational efficiency company-wide.

• Negotiated and managed contracts for freight-related activities, conducting comprehensive evaluations of freight companies, and implementing highly cost-effective solutions. Successfully lowered shipping charges by 30%, leveraging market competition.

• Developed comprehensive guidelines, procedures, and standards for the import/export Traffic department, ensuring consistency and adherence to best practices.

• Thrived in a fast-paced environment, consistently delivering top-quality work, while maintaining a superb attitude and fostering a collaborative team environment.

• Demonstrated exceptional versatility by adeptly managing dual roles as Traffic Manager and Lotus Notes Developer, showcasing strong multitasking skills and a dedication to contributing across departments.

Export Traffic Manager/Developer

As a client care professional, I have over 20 years of experience in technology and client management. I am a creative and innovative communicator in both English and Spanish. I am skilled in problem-solving, negotiation, and organization. I have a passion for my work and maintain a positive attitude in the workplace. Leaders in the IT industry highly recommend me as an exceptional mentor and coach. I am tenacious in building new businesses, securing customer loyalty, and forging solid relationships with external and internal business partners. I am a self-motivated team builder who clearly focuses on capturing market share, driving revenue generation, and exceeding goals.

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