Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Barbara O'Dell

San Francisco Bay Area

Summary

Customer Success Professional: Results-driven professional with a strong track record of identifying customer needs and delivering effective solutions. Recognized as a top performer with consistent success in meeting and exceeding goals. Proven ability to manage projects and client relationships with efficiency and care. Brings extensive experience in customer service, operations, and cross-functional collaboration.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Technical Customer Service Specialist II

Amazon Web Services (AWS)
San Francisco Bay Area
01.2022 - 07.2025
  • Served as a key member of the Enterprise Account Team for large, complex customers, with a primary focus on billing and account-related matters.
  • Provided subject matter expertise through targeted training, escalation support, and deep-dive analysis to address critical billing issues and ensure a smooth financial cloud journey for clients.
  • Led resolution of high-impact account and invoicing challenges, developing scalable, long-term solutions tailored to enterprise needs.
  • Facilitated cross-functional collaboration with AWS teams, including Technical Account Managers (TAMs), Sales, and Solutions Architects, to ensure alignment and successful customer outcomes.
  • Identified opportunities for process improvement, program managed Enterprise support offerings, and leveraged Voice of the Customer (VOC) insights to drive strategic initiatives at scale.

Client Service Manager

Sprint
San Francisco Bay Area
01.2003 - 05.2019
  • Served as the primary point of contact and customer advocate for global Enterprise accounts, representing customer needs across the full lifecycle- from service acquisition to revenue assurance.
  • Led cross-functional initiatives and strategic planning sessions to resolve complex account issues, leveraging senior-level judgment and influence.
  • Coordinated efforts across Sales, Support, Billing, Network Services, and other key teams.
  • Project managed technical and corporate initiatives, including wireline and wireless deployments, network performance improvements, and implementations aligned with complex customer requirements.
  • Conducted regular Service Reviews and Business Review Meetings, managing escalations and ensuring adherence to process and protocol.
  • Monitored performance against customer Scorecards and drove process improvements to support long-term success and customer satisfaction.
  • Directed account teams and internal stakeholders to deliver seamless, high-impact support for multinational clients.

Principle Program Manager

Sprint
01.2002 - 01.2003
  • Led process development and continuous improvement initiatives for Sprint's product line, with a focus on Strategic Market Sales Support.
  • Represented the Strategic Market team in defining functional requirements, shaping processes, and managing key Service Delivery metrics. Produced weekly and monthly performance reports for senior leadership.
  • Facilitated multiple high-visibility communication forums, including the bi-weekly 'What's Up Wednesday' Sales Support call, the monthly TSA Engineering all-hands, and the weekly Strategic Management call-driving alignment, visibility, and knowledge sharing across teams.
  • Served as Strategic Lead for training, partnering with the University of Excellence to identify and meet the team's evolving training needs.
  • Led the Data Product Simplification (DPS) initiative for Strategic Markets, creating key tools including a Job Aid and an Opportunity Pipeline Report.
  • Contributed to the Regional Point of Contact (RPOC) team and represented Strategic Markets during service restoration efforts following Hurricane Katrina.

Area Technical Support Manager

Sprint
Orange County
01.1998 - 01.2002
  • Led and managed a diverse post-sale support and technical services team, including Technical Applications Consultants, Project Managers, Network Service Managers, and Sales Implementation Specialists.
  • Collaborated closely with pre-sales, sales, and network operations teams to ensure smooth service implementation and ongoing customer support.
  • Partnered with sales leadership to align team efforts with revenue goals.
  • Oversaw hiring, development, and performance management to drive team productivity and service excellence.
  • Played a key role in initiatives such as the 'West Area Synergy Call' and the 'Manager Action Team' (MAT Call), fostering cross-functional communication and improving collaboration with Network Services and Area Management- contributing to higher customer satisfaction.
  • Launched and promoted 'The Learning Forum,' a structured peer-led training program that brought together Project Managers, Engineers, Network Service Managers, and Sales personnel to deliver cross-functional education and strengthen team expertise across technical and product topics.

Education

Bachelor of Arts - BA - Hispanic Languages, Linguistics, and Bilingualism

University of California, Berkeley
06.2026

Associate of Arts - AA - Spanish Language and Literature

Cañada College
01.2020

Skills

  • Client Services
  • Customer Support
  • Service Implementation
  • Project Coordination
  • Billing & Invoicing
  • Metrics & Reporting
  • Cost Optimization
  • Issue Resolution
  • Microsoft Office Suite
  • Zoom & Microsoft Teams

Certification

  • Italian Language Certificate
  • Spanish Bilingualism & Biliteracy Certificate
  • Amazon Web Services Cloud Practitioner
  • TESOL Certificate

Timeline

Technical Customer Service Specialist II

Amazon Web Services (AWS)
01.2022 - 07.2025

Client Service Manager

Sprint
01.2003 - 05.2019

Principle Program Manager

Sprint
01.2002 - 01.2003

Area Technical Support Manager

Sprint
01.1998 - 01.2002

Bachelor of Arts - BA - Hispanic Languages, Linguistics, and Bilingualism

University of California, Berkeley

Associate of Arts - AA - Spanish Language and Literature

Cañada College

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