Summary
Overview
Work History
Education
Skills
Websites
Cellular
Recognition And Awards
Timeline
Generic
Bryan Winkle

Bryan Winkle

Elkhorn,NE

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. Dedicated SAAS professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

17
17
years of professional experience

Work History

Customer Success Manager

Verizon Connect
06.2018 - 02.2024
  • Primary point of contact for Enterprise customers on all post-sales activities
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Managed portfolio of 40 enterprise client accounts
  • Achieved client retention rate of 94% over last year
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Work as partner with customers, delivering best practices, guidance, empathy, and engage with internal teams to ensure world class service
  • Deliver onsite and remote quarterly business reviews focusing on customer's business goals and strategy
  • Championed innovative solutions that empowered customers to optimize their use of product or service effectively.
  • Use CRM tools to monitor customer health, identify risk, develop success plans, and deliver recommendations
  • Prioritize and drive timely resolution of customer inquiries with support or other internal teams
  • Propose new ideas to continuously evolve customer experience
  • Potentially travel to meet with customers on quarterly basis, or as required.

Senior Manager

Verizon Connect (Telogis, a Verizon Company)
11.2014 - 06.2018
  • Achieved operational excellence by streamlining processes and implementing best practices.
  • Lead Executive Escalations team for Telematics division
  • Created new team of motivated Senior Support engineers
  • Improved productivity by highlighting deficiencies and recommending change in tools, product training, processes, reporting and employee engagement
  • Appropriately advocated for customer and helped define ways to continually add value to customer experience
  • Engaged with unsatisfied customers to ensure issues are resolved and customers are satisfied
  • Report operational achievements and progress on regular basis including statistical analysis through KPI's and improvement of action plans.

EMS/Alertfind Level 1 and Level 2 Support Manager

Dell MessageOne
Austin, TX
01.2007 - 11.2014
  • Managed global team of Level 1 and Level 2 support agents
  • Worked cross-functionally with Level 3, Development, and Development Operations teams
  • Created content and presented for quarterly Ops reviews
  • Utilized and created KPI's for better cost controls
  • Participated in product design and testing
  • Performed Quality Assurance duties for Post Deployment validation from October 2011 to January 2013
  • Produced and executed training to team members on enhancements and new features within software
  • Managed and championed Support knowledgebase
  • Delivered Employee Evaluations
  • Performed weekly 1 on 1 employee meetings, to review performance and career path.

Education

Computer Science - Information Technology

University of Nebraska - Omaha
Omaha, NE
01.1993

Programming Diploma - Computer Programming

Gateway Electronics Institute
Omaha, NE
12.1989

Skills

  • Account Management
  • Customer Relationship Management (CRM)
  • Business Reviews
  • Presentations
  • Customer Engagement
  • Stakeholder Management
  • Key Performance Indicators
  • Business Process Improvement
  • Training
  • Team Performance

Websites

Cellular

512-567-1600

Recognition And Awards

  • 2016 Recipient of the Gold Stevie Award for Customer Support Manager of the Year. The Stevie Awards for Sales & Customer Service are the world's top sales awards, contact center awards, and customer service awards. The Stevie Awards organizes several of the world's leading business awards shows including the prestigious American Business Awards and International Business Awards.
  • 2007 – 2014 numerous service awards for going “Above and Beyond” for the customer and working cross functionally with escalation and development teams.

Timeline

Customer Success Manager

Verizon Connect
06.2018 - 02.2024

Senior Manager

Verizon Connect (Telogis, a Verizon Company)
11.2014 - 06.2018

EMS/Alertfind Level 1 and Level 2 Support Manager

Dell MessageOne
01.2007 - 11.2014

Computer Science - Information Technology

University of Nebraska - Omaha

Programming Diploma - Computer Programming

Gateway Electronics Institute

Similar Profiles

CREATE PROFILE
Bryan Winkle