ALTON LOUIE

Led architecture discussions and configuration reviews to ensure system integrity.

• Led executive briefs and led road map discussions for strategic planning.
• Boosted renewal rates to 95% by enhancing customer engagement.
• Acted as a trusted customer advocate to address concerns and improve CSAT.
• Gathered customer feedback to inform product enhancements and improvements.
• Identified key feature gaps in current build to guide future business priorities.
• Facilitated implementation discussions aligning stakeholder expectations with project goals.
• Reproduced, Documented and troubleshot bugs for development teams to enhance software quality.

• Led Technical Account Team to enhance client satisfaction and retention
• Focused on driving client adaptation and product stickiness
• Work with Product and Development to address issues
• Zendesk, Created Define and manage ticket system
• Facilitated client account renewal discussions
• Developed design plans for seamless project implementations
• Executive Briefing Reports – template, delivery
• 26 Million in renewals / upsell in last 6 months
• Managed Fortune 50 accounts

• Led customer success team to enhance client satisfaction and retention.
• Onboard new clients and implemented software solutions to maximize user engagement.
• Collaborated with product team to develop SAAS offerings and features based on client needs.
• Defined support workflow and case handling processes to enhance service delivery.
• Coordinated with development team to resolve technical issues swiftly.
• Managed ticket systems to streamline issue tracking and resolution.
• Facilitated internal escalations for pre-sales team to address urgent needs.

• Post Sales Deployment from start to finish
• Proactive Account Monitoring
• Managed service escalations to ensure timely resolution and customer satisfaction
• Acted as primary technical liaison for customers
• Demonstrated value to C-level executives through tailored presentations and strategic insights
• Crafted personalized engagement strategies to enhance client relationships and drive retention
• Presented strategic product roadmaps to stakeholders
• Work with Product Management for product features
• Provide Technical Training to corresponding teams.

• Managed high-profile, demanding customers to ensure satisfaction and retention
• Service Escalation Management handling for customer escalations (Technical and Management)
• Hired, trained, and mentored junior Customer Support Engineers to enhance team capability
• Led weekly case review meetings to assess case progress and facilitate knowledge sharing
• Assisted in developing/improving internal processes
• Managing ticket handoff to and from other regions
• Work on Service Request via electronic tickets and live call handling

• Managed Level 1 email team ticket escalations to ensure timely resolution of customer problems
• Handled electronic tickets and live calls to address customer inquiries and technical issues
• Train, provide guidance to nontechnical Customer Service Representatives team on how to troubleshoot and resolve issues with respect to Cisco Registered Envelope Service issues from customers
• Train, provide assistance and guide junior team members

• Triage and troubleshot IronPort Encryption Appliance tickets
• Escalation Engineer for complex issues
• Served as escalation point for Cisco Registered Envelope Service tickets, facilitating timely resolutions
• Work exclusively on highly visible customers such as (Bank of America, Ameriprise, HSBC, State Farm, etc..)
• Work with Application Engineering and Development to resolve issues
• Acquired deep understanding of Application Engineering and Development processes, informing effective support strategies
• Trained junior team members on resolving Encryption tickets, enhancing team capabilities
• System Administrator for Cisco Registered Envelope Services server
• On multiple occasions notified the proper individuals that our CRES servers were not responding properly
• Provided management a reliable source to resolve complicated customer issues.

• Resolved high-priority customer issues to enhance service reliability
• Led Load Balancer group and premium support initiatives
• Work with development as required to resolve issues
• Work with development to address feature requests and bugs
• Developed weekly training program for Load Balancer group, improving team knowledge and efficiency
• Mentor and train Tier 2