Andy Echague
Hagerstown,MD
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
26
26
years of professional experience
Work History
Manager, Technical Support Americas
Cision
07.2023 - Current
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Managed and motivated employees to be productive and engaged in work.
- Onboarded new employees with training and new hire documentation.
Implementation Consultant Level III
Cision
01.2012 - 07.2023
- Direct communication with clients to provide strategic guidance and ensure successful platform implementation.
- Coaching, mentoring, and development of implementation consultants through the teaching of best practices
- Authoring user documentation to train third-party personnel on newly implemented SaaS products.
- Assisting account executives in strengthening client relationships through targeted solutions.
- Serving as a subject matter expert to build client trust and deliver high-quality customer service.
- Collaborating with internal departments to ensure timely and accurate delivery of customer SaaS products.
- Studying and analyzing client practices to customize implementation measures for minimal disruption.
- Providing recommendations to drive product improvement.
- Delivering a high level of professionalism and support to all stakeholders
- Improved client satisfaction by providing tailored implementation solutions to meet their business needs.
- Streamlined project processes for enhanced efficiency and timely completion of implementation projects.
Enterprise Professional Services Consultant
Cision
01.2008 - 01.2012
- Collaborating with Enterprise clients to understand their needs and create successful implementation plans.
- Developing project plans outlining timelines, roles, and responsibilities.
- Serving as a subject matter expert to provide guidance and identify areas for improvement.
- Studying and analyzing client practices against goals, reporting findings with recommendations
Mid-Market Customer Service Representative
Cision
01.2005 - 01.2008
- Collaborating with clients to understand their needs and create successful implementation plans.
- Developing project plans outlining timelines, roles, and responsibilities when needed.
- Serving as a subject matter expert to provide guidance and identify areas for improvement.
- Studying and analyzing client practices against goals, reporting findings with recommendations
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative Level II
ADP
01.1998 - 01.2005
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
Education
No Degree - PMP Certification
Project Management Institute
Skills
- Strategic Planning
- Business Development
- Performance Management
- Salesforce Management
- Project Management
- Staff Training and Development
- Time Management
- Cross-Functional Teamwork
Languages
Spanish
Native or Bilingual
Timeline
Manager, Technical Support Americas
Cision
07.2023 - Current
Implementation Consultant Level III
Cision
01.2012 - 07.2023
Enterprise Professional Services Consultant
Cision
01.2008 - 01.2012
Mid-Market Customer Service Representative
Cision
01.2005 - 01.2008
Customer Service Representative Level II
ADP
01.1998 - 01.2005
No Degree - PMP Certification
Project Management Institute