Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

ABRAHAM MNDEME

KATY,TX

Summary

Well-versed in building positive relationships with customers and other stakeholders. Strong requirements gathering, scope development and inventory coordination abilities. Skilled at overseeing complex, high-value projects with excellent planning competencies.

Overview

9
9
years of professional experience

Work History

Customer Success Engineer

GreyOrange Pte. Ltd
05.2022 - Current
  • Managed and influenced 30+ customer outcomes, experiences, and relationship to drive customer success initiatives
  • Served as single point of contact for customer escalations across sites; ensure proper and timely updates are provided to customers for escalations
  • Responsible for incident management, working with support teams to ensure adherence to committed SLA's and ensuring proper closure of tickets, responsiveness, and site uptime
  • Set regular cadence calls with Customers to identify and address any pain points proactively
  • Uncovered opportunities to leverage data and technology that will help Customer exceed financial and operational performance
  • Proactively monitored customer metrics dashboards and create and manage action items for customer operations and internal teams
  • Manage with customer and internal teams the development of a Peak Operational Plan
  • Kept accurate records to document customer service actions and discussions
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes
  • Addressed potential cancellations and offered catered solutions to retain accounts.

Customer Success Specialist

TESSAlink
04.2021 - 03.2022
  • Provided training and methods to implement our software to companies including but not limited to Exxon, Bishop Lifting, Goebel Construction, and IFE NDT
  • Became an expert on RFID chips/tags, and company hardware
  • Provided IT consulting to mining, fracking, and oil and gas companies
  • Helped retain customers, by traveling to their sites, and understanding how to efficiently maximize their time to value issues
  • Helped with onboarding new clients, and maintained healthy relationships with existing clients
  • Tracked and monitored clients' accounts, to make sure software was passing health checks
  • Created demos/proposals for clients', and presented them to stakeholders
  • Collected customer feedback and made process changes to exceed customer satisfaction goals
  • Cultivated customer loyalty, promoted repeat business, and improved sales.

QA tester (Internship)

Anderson
03.2021 - 04.2021
  • Specialized in transportation and logistics solutions
  • Created and executed automated software test plans, cases and scripts to uncover, identify and document software problems and their causes
  • Involved with QA testing that prevented erroneous charges to Houston drivers by identifying software bugs in automated toll-collection system
  • Identified the root cause of intermittent interoperability glitch in air-traffic control software, leading to a no-fault audit finding.

Sales Ambassador

Villasport Athletic Club & Spa
08.2018 - 04.2020
  • Sold memberships by professionally and enthusiastically presenting the club's features, benefits, services, programs and fees to potential members in an honest, welcoming and service-oriented manner
  • Focused on building relationships with prospective and new members through outreach activity to generate and nurture new membership leads
  • Day to day tasks involved CRM software use of Paycom
  • I helped our team lead in revenue and customer retention 12 out of the 18 months that I was employed
  • During the second year of my tenure, I was granted the ability to serve as IT support as well
  • Responsibilities included Helpdesk support, troubleshooting software, and supporting Zendesk ticketing.

Building Service Event Manager

Berry Center
09.2014 - 06.2018
  • Served as a member of the operations team with a primary responsibility in supporting events at the Berry Center
  • Performed pre/post event conversion inspections, and documented them with checklists, while assisting operations manager with supervision of part-time staff and contract labor
  • Collaborated with loss prevention team to improve by 8% in 2015
  • Helped establish Paycom, as primary accounting software.

Education

Associates of Science -

Lone Star College
Houston, TX
01.2016

Skills

  • Incident Management
  • SLA's
  • Excel
  • PowerPoint
  • Word
  • Visio
  • Data Analysis
  • Customer Metrics
  • Operational Performance
  • Inter-department Collaboration
  • JIRA
  • Microsoft Office
  • Google Docs
  • Artificial Intelligence
  • CRM Software
  • MS Project
  • Salesforce
  • Zendesk
  • Contract Renewals/Pricing Negotiations
  • Cloud Network/Storage
  • (WMS) Warehouse Management Software
  • Strategic Business Reviews

Languages

Swahili (Native)

Timeline

Customer Success Engineer

GreyOrange Pte. Ltd
05.2022 - Current

Customer Success Specialist

TESSAlink
04.2021 - 03.2022

QA tester (Internship)

Anderson
03.2021 - 04.2021

Sales Ambassador

Villasport Athletic Club & Spa
08.2018 - 04.2020

Building Service Event Manager

Berry Center
09.2014 - 06.2018

Associates of Science -

Lone Star College

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ABRAHAM MNDEME