ANDREA CATHLEEN ELLIS
San Antonio,TX
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. 15+ successful years of experience in a Corporate Team setting to include: Leadership, Business Development, Technology, Lending, Sales and Training.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Technical Customer Success Manager
RACKSPACE TECHNOLOGY
11.2019 - 03.2023
- Implementation of projects for new and existing customers
- Daily JIRA card standups to report on customer commitment dates
- Lead Implementation and Provisioning teams through effective reviews for rework/rebuild work
- Provide Regular Documented Feedback/Lessons Learned to improve the Sales to Implementation transition
- Customer support
- Internal support
- Managed Public Cloud for AWS, Azure and GCP.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales and product teams to address customer success objectives.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Lead Product Specialist
SOUTHWEST BUSINESS CORPORATION
12.2014 - 05.2019
- Employee Performance, Quality audits on internal employee production
- Performance coaching to employees, Trainer for all new and existing employees
- Quality control audits, Metric reporting
- Facilitated and resolved all escalated claims and service issues
- Technical support on internal-external systems on functionality, performance and improvement
- Designated Business Continuity Plan (BCP) home team member
- Business development, Client support, Marketing of all material to include approvals on marketing material as well as the re-design of material.
Senior Member Service Specialist
FIRSTMARK CREDIT UNION
06.2006 - 11.2014
- Consumer, Commercial and Home Lending, Opening and managing of new and existing accounts, Accounting, End of month reconciliation, Quality control and Risk, Credit/Debit card fraud, Business development, Sales, Teller, Lending underwriting, Lead trainer of new hires, Co-Op Team lead for Reagan H.S
- Customer service, Inbound-Outbound sales
- Administrative duties.
Education
Bachelor Of Business Administration - Business Administration And Management
Texas A&M University-San Antonio
San Antonio, TXSkills
- Project Management
- Testing and results analysis
- Decision making
- Training
- Strong analytical skills
- Issue and conflict resolution
- Team development
- Relationship Building
- Strategies and goals
- Excellent communication skills
- Sales / Customer Service experience
- Quality Control Standards
- Customer Account Review
- Best Practices and Methodologies
- Account Management
- Customer Relations
- Customer Service and Assistance
- Agile Principles
- JIRA Systems
- DevOps
- Salesforce
Certification
CSM - Certified SCRUM Master
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Technical Customer Success Manager
RACKSPACE TECHNOLOGY
11.2019 - 03.2023
Lead Product Specialist
SOUTHWEST BUSINESS CORPORATION
12.2014 - 05.2019
Senior Member Service Specialist
FIRSTMARK CREDIT UNION
06.2006 - 11.2014
Bachelor Of Business Administration - Business Administration And Management
Texas A&M University-San Antonio
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