Open To Work
Adrienne Cunningham
Customer success and Cybersecurity
Chicago
Summary
Customer Success Manager with 17 years of progressive experience in a global networking technology company, advancing from Support Operations to Network Support Engineer to Customer Success Manager. Maintained 90–95% CSAT while managing high-volume technical portfolios and complex escalations. Recognized as Employee of the Month seven consecutive times for performance excellence. Skilled at driving retention, leading executive business reviews, and translating technical solutions into measurable customer outcomes.
Overview
17
17
years of professional experience
Work History
CSM/Cyber Security SME
We-Vocalize
Lithonia
11.2023 - 03.2025
- Managed a portfolio of mid-market clients, maintaining 90–95% CSAT across accounts.
- Conducted quarterly business reviews and strategic check-ins to drive product adoption and customer retention.
- Proactively identified churn risks and partnered with internal teams to implement retention strategies.
- Served as escalation lead for complex technical and service-related issues, ensuring timely resolution and SLA compliance.
- Collaborated with Sales, Product, and Support teams to align customer goals with technical solutions.
- Recognized as Employee of the Month seven consecutive months for outstanding performance and customer satisfaction.
Customer success manager/Cyber Security SME
Cisco Meraki
Chicago
11.2022 - 11.2023
- Built strong client relationships through consistent communication and proactive issue resolution.
- Delivered weekly, quarterly, and annual performance reporting to ensure product optimization and customer success.
- Evaluated risk factors across accounts and implemented preventative strategies to protect retention.
Network Support Engineer
Cisco
Chicago
08.2020 - 11.2022
- Troubleshot hardware and software-based network issues including routing, switching, VPN, and firewall configurations.
- Opened and closed 150+ cases per quarter while maintaining strong SLA adherence and customer service ratings.
- Ensured network redundancy and primary/backup configurations for enterprise clients.
- Managed high-priority escalations and resolved complex connectivity issues for mid-market and enterprise customers.
- Provided technical consultation to clients to improve network performance and security posture.
Support operations specialist I&II
Cisco Meraki
Chicago
07.2018 - 08.2020
- Managed up to 50 calls and 35 email cases daily while maintaining high customer satisfaction scores.
- Generated detailed KPI and operational performance reports for leadership to improve efficiency and service delivery.
- Coordinated cross-functional teams to drive timely resolution of customer-impacting issues.
- Maintained consistent SLA performance and contributed to process improvements within the support organization.
Education
Bachelor of Science (B.S.) -
Roosevelt University
Chicago, IllinoisCertification (CCNA) -
Moraine valley Community college
Palos hills, IllinoisMaster Of Science - Computer And Information Systems Security
Roosevelt University
Chicago, ILSkills
- Customer Retention & Risk Mitigation
- Mid-Market Account Management
- Executive Business Reviews (QBRs)
- Technical Escalation Management
- Network Troubleshooting (CCNA)
- SLA & KPI Performance Tracking
- Cross-Functional Collaboration
- Salesforce & CRM Tools
- Complaint Resolution & De-escalation
- Cybersecurity & Network Best Practices
- Server monitoring tools (SolarWinds, Nagios)
- Data center infrastructure management (DCIM)
- Incident response & ticketing systems (ServiceNow, Jira)
- Log analysis
- Backup & recovery procedures
- Change management processes
- Patch management
- SLA compliance support
Languages
- Português
- English, Native
- Português, Fluent
Work Preference
Job Search Status
Open to workWork Type
Full TimeSalary Range
$45000/yr - $200000/yrTimeline
CSM/Cyber Security SME
We-Vocalize
11.2023 - 03.2025
Customer success manager/Cyber Security SME
Cisco Meraki
11.2022 - 11.2023
Network Support Engineer
Cisco
08.2020 - 11.2022
Support operations specialist I&II
Cisco Meraki
07.2018 - 08.2020
Bachelor of Science (B.S.) -
Roosevelt University
Certification (CCNA) -
Moraine valley Community college
Master Of Science - Computer And Information Systems Security
Roosevelt University