Anita Esteve

• Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
• Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
• Facilitated successful renewals through diligent relationship management and proactive issue resolution.
• Implemented effective communication strategies that fostered long-lasting connections with customers.
• Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
• Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
• Created customer support strategies to increase customer retention.
• Coordinated with internal teams to provide prompt support and address client needs efficiently.
• Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
• Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
• Engaged senior decision makers, customer influencers, end-users, and ecosystem partners to advance sales opportunities
• Conducted periodic user training sessions to support customer understanding and product feature utilization.
• Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.
• Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
• Collaborated with sales and product teams to address customer success objectives.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Built strategic customer relationships, especially with key customer stakeholders, decision makers, and sponsors
• Manage the sales process and uncover and qualify opportunities that will accelerate and drive growth
• Achieved set strategic account objectives, sales goals, and quotas on a monthly and quarterly basis

• Managed deck of clients with more than $25 Million Annual revenue across multiple industry verticals including pharmaceutical, gaming, data management and retail industries
• Built and strengthened long-lasting client relationships based on successful assessment of client needs and developed plans to adequately address current and future objectives.
• Developed project plans for initiated projects, including managing costs, schedule and performance to ensure timely completion
• Led team of six engineers and technical advisers in administering complex IT infrastructure, support of client account management and project delivery.
• Organized resources from dedicated and global operations support teams in support and service restoration for Hybrid IT clients.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Delivered high level of service to clients and collaborated with sales organization to both maintain and renew relationships and develop opportunities for future business.
• Maintained weekly sales tracking and leadership reports to support operational enhancement and implement corrective actions.
• Developed and presented monthly or quarterly business reports to clients to ensure they receive the highest value from their service
• Accomplishments:

* Developed and implemented Change Management and Problem Management process as part of on-boarding of major client.

* Developed and implemented Back-up Management Policy as part of on-boarding of major client.

* Successfully facilitated emergency delivery of DDos solution to mid-size retail client.

Dedicated onsite resource for Top-100 client; developed and maintained long-term relationships with client stakeholders.

• Coordinated with dedicated and global support teams to resolve issues with product, service or accounting areas.
• Managed several customer product implementation projects from sales engineering and quoting to operations hand-off; most notably a full technology refresh for multi- brand environment.
• Developed standardized change management and backup management procedures for client which were adopted throughout the organization.
• Served as Service Modeling/ Remedy migration subject matter expert for Service Management organization.
• Accomplishments:

* Successfully delivered $3M Technical Refresh solution for client

* Facilitated on-boarding of new Brand company for client.

• Led a highly capable team of service management specialists to collaborate with IT liaisons to effectively manage Change and Incident across multiple IT organizations ensuring business services maintain the highest level of availability.
• Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
• Established an excellent client relationship with the Lightspeed/ Uverse team to reduce PCBC and late changes to increase the stability of the environment.
• Key contributor to several Service Management initiatives including:
  * I&M Dispatch Service Improvement Forum (SIF)
  * Risk Calculator Project
  * Team representative to Methods & Procedures committee; Instrumental in successful merging of Change Management policies and practices of four legacy companies

• Consistently contributed to team achievement in reduction of Mission Critical incidents and Problems Caused by Change (PCBC)
• Identified non-essential, non-critical and redundant change management workload and leveraged SOP and pre-approval processes to improve team productivity and efficiency.
• Proposed and facilitated implementation of Service Level Agreement for Change Managers
• Served as point of contact for the change management organization for the Service Ambassador Key Contact Monthly Meeting.

• Monitored, triaged, and escalated network infrastructure and applications issues to ensure network availability meets Service Level Agreements (SLAs). Maintain 24/7/365 coverage as part of NOC Team