Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
Generic

Amy L. Miller

Colorado Springs,CO

Summary

Customer-centric approach, bringing creativity and initiative to drive results. Track record showcases strong leadership skills and consistent ability to exceed expectations. Experienced in customer service, problem resolution, and communication, utilizing effective techniques for customer satisfaction and loyalty. Managing customer interactions with a focus on positive outcomes and continuous improvement has been a key aspect of success. Professional in customer service and support, ready to bring experience and results-driven approach to a new role. Known for fostering team collaboration and delivering consistent, reliable outcomes. Recognized for adaptability and proficiency in handling diverse customer needs.

Knowledgeable Security Awareness Training Administrator with comprehensive background in customer service and support. Proven ability to address and resolve inquiries efficiently, contributing to high customer satisfaction rates. Demonstrated strong communication and problem-solving skills in dynamic environments.

Experienced with team leadership, customer service, problem resolution, and communication. Utilizes effective techniques to ensure customer satisfaction and loyalty. Track record of managing customer interactions with focus on positive outcomes and continuous improvement.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Sr. Managed Services Representative

PROOFPOINT INC
07.2022 - Current
  • Strong understanding of industry best practices and emerging trends in managed services and cyber security
  • Assist in conducting regular monthly meetings to update the team on product developments
  • Maintain knowledge of company products to provide helpful suggestions and recommendations to customers
  • Address customers courteously using suitable methods and problem-solving skills
  • Train and assist team members in technical issues and relationship management
  • Participate in candidate interviews to help evaluate their suitability
  • Customer Success Program Administrator
  • Provide support to new customers during their onboarding experience
  • Participate in team-led office hours and create procedural documentation
  • Participated in the Experiential Mentor Program, as a mentor, cross-collaborating with other teams

Managed Services Representative II

PROOFPOINT INC
07.2021 - 07.2022
  • Display strong organizational skills while managing multiple projects simultaneously
  • Refer unresolved customer grievances to designated departments for further investigation
  • Maintain a high level of professionalism when dealing with difficult customers
  • Participated in the Experiential Mentor Program, as a mentor, cross-collaborating with other teams

Managed Services Representative

PROOFPOINT INC
06.2014 - 07.2021
  • Deliver Managed Services and successfully manage technical support projects for SaaS
  • Work with customers to plan their annual Security Training and Assessment program
  • Administer strategy, implement the program, communicate the program to critical stakeholders within the customer organization, roll out the assessment campaigns and training assignments and create status reports
  • Develop and maintain customer relationships to ensure yearly contract renewal
  • Assess the severity and prioritization of customer issues
  • Maintain accurate and organized records of customer transactions, including thorough notes about inquiries, complaints, and comments to ensure a complete history

Support Specialist/Marketing Assistant

MLoan Financial
01.2012 - 01.2014
  • Train all new hires on software and processes
  • Manage IT Help Desk using ZenDesk
  • Remotely support and troubleshoot loan processors in all technical-related functions via remote desktop software (TeamViewer, JoinMe), phone and instant messenger
  • Effectively communicate with customers on the Loan Officer’s behalf
  • Prepare references for users by writing operating instructions and processes
  • Answer questions and resolve any computer/technical-related issues
  • Utilize and support DropBox, Google Apps, SalesForce and other tools used to conduct daily business
  • Manage social media campaigns via Facebook and LinkedIn
  • Edit and manage mortgage rates on the external website
  • Prepare weekly and quarterly newsletters
  • Utilize knowledge of Photoshop and WordPress for various marketing projects

Inside Sales Representative

Hewlett-Packard
01.2008 - 01.2010
  • Chosen to be a New Hire Mentor
  • Consistently achieved over 100% of quota
  • Define and utilize sales strategies to outperform quota and deliver net profit
  • Understand business needs to implement network needs within Public Sector accounts
  • Manage relationships with product sales specialists, technical client consultants, solutions architects and HP partners to deliver best-in-class solutions and customer service
  • Market complete TSG (servers, storage and services) portfolio to K-12, Higher Education, State & Local Government entities
  • Actively grow territory through new account penetration, increasing growth in current accounts and maintaining current business relationships with partners and customers

Sales Consultant

Myers Internet, An MGIC Company
01.2007 - 01.2008
  • Sell and market websites to mortgage brokers by following up on leads and responding to inbound calls
  • Service, maintain, and increase the volume of current customers through positive business relationships
  • Generate referrals and leads from existing prospects and clients
  • Exhibit strong consultative, sales and negotiation skills

Customer Service Representative

Myers Internet, An MGIC Company
01.2005 - 01.2007
  • Utilize knowledge of HTML, web design, email configuration, DNS, Photoshop, Dreamweaver, Search Engine Optimization, billing, and a variety of other complex technical issues to support clients via phone, email and online chat support
  • Establish client relationships
  • Provide clarification regarding Myers programs, market and up-sell additional services to meet client needs, prevent cancellations and train clients on Myers Internet resources
  • Provide a primary point of contact for clients and respond to inquiries on a variety of issues
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Promoted to Sales Consultant
  • Chosen to be a New Hire Mentor
  • Employee of the Month, October 2006

Education

BA - Sociology, Legal Studies

University of Northern Colorado
Greeley, CO
01.2000

Skills

  • Team Leadership
  • Team Training and Mentorship
  • Report Development
  • Client Account Management
  • CRM System Management
  • Technical Support
  • Process Documentation
  • Analytical Problem-Solving
  • Customer Relationship Management
  • Effective Communication
  • HTML Proficiency
  • Onboarding Assistance
  • Proficient in Microsoft Office
  • Effective Listening

Certification

  • SANS Security Awareness Professional Certificate (SSAP)
  • Proofpoint Certified Security Awareness Specialist, 2023
  • Proofpoint Certified DLP Specialist, 2022
  • Gainsight Pulse+ Customer Success Manager Certified Professional
  • Gainsight Pulse+ Advanced Customer Success Manager Certified Professional

Awards

Honored at UNC Research Day, Data Analysis: The Relationship Between Juvenile Delinquency and Sport Participation., 11/19

Timeline

Sr. Managed Services Representative

PROOFPOINT INC
07.2022 - Current

Managed Services Representative II

PROOFPOINT INC
07.2021 - 07.2022

Managed Services Representative

PROOFPOINT INC
06.2014 - 07.2021

Support Specialist/Marketing Assistant

MLoan Financial
01.2012 - 01.2014

Inside Sales Representative

Hewlett-Packard
01.2008 - 01.2010

Sales Consultant

Myers Internet, An MGIC Company
01.2007 - 01.2008

Customer Service Representative

Myers Internet, An MGIC Company
01.2005 - 01.2007

BA - Sociology, Legal Studies

University of Northern Colorado
Amy L. Miller