Samuel Phillips
Support Account Manager
Moravia
Summary
Dynamic Support Account Manager with extensive experience in customer service. Highly organized professional establishes relationships with customers. Stays calm under pressure.
Overview
9
9
years of professional experience
Work History
Support Account Manager
VMware
San José, SJ
08.2021 - Current
- Assisted in development of training materials for new hires, ensuring smooth onboarding process.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Kept detailed records of daily activities through online customer database.
- Developed customized account plans for clients to help them achieve their business goals.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Improved overall team productivity by implementing best practices in organization and time management.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Streamlined internal processes for better efficiency in account management tasks.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Educated clients on new products or services to increase customer engagement with brand.
- Consulted with businesses to supply accurate product and service information.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
Microsoft Network Support Engineer
Microsoft
10.2017 - 04.2021
- Supported users in setup and configuration of wireless bridge networks.
- Oversaw patch testing and deployment, script network software pushes and uninstalls.
- Designed and evaluated WAN and LAN connectivity technologies.
- Provided faculty and staff with security software and network configuration support.
- Monitored network hardware operations to evaluate proper configuration.
- Scope a customer issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
- Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.
- Act internally as a customer advocate.
- Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support.
Advise customers on how to gain additional value from their Microsoft products.
- Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
- Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns, and managing customer expectations.
UCIS Application Specialist
Sykes Enterprises, Incorporated
08.2015 - 10.2017
- Assisted in the development of product documentation, creating easy-to-follow user guides and manuals.
- Enhanced user experience by streamlining software applications and addressing customer needs.
- Rapidly prototyped new data processing capabilities to confirm integration feasibility into existing systems.
- Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
- Respond to service and assist with technical and troubleshooting questions on subjects such as Cisco Servers, Cisco Call Manager Servers, Communication Applications like Jabber, WebEx and etc, Server Configuration Assistance, Virtual Server Virtualization and give information to customer as needed to actively allow them to self-serve.
- Respond to service and assist with technical and troubleshooting questions on subjects Cisco Servers, Voice over IP Servers and Cisco Application Troubleshooting.
Education
High School Diploma -
02.2011 - 08.2011
Skills
Administrative Oversight
Advertising
Goals and performance
Report Writing
Persuasive Negotiations
Multitasking
Product Development
Business process optimization
Customer rapport
Collections expertise
Opportunities Identification
Customer Needs Assessment
Teamwork and Collaboration
Certification
CCNA - Cisco Certified Network Associate
Timeline
Support Account Manager - VMware
08.2021 - Current
Microsoft Network Support Engineer - Microsoft
10.2017 - 04.2021
UCIS Application Specialist - Sykes Enterprises, Incorporated
08.2015 - 10.2017
Instituto De Educacion Integral - High School Diploma,
02.2011 - 08.2011