Candice Deinhardt

• Served as primary point of contact for support relating to owned solutions and products.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Took ownership of customer issues and followed problems through to resolution.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Followed through with client requests to resolve problems.
• Fostered customer trust by addressing concerns and needs using targeted problem-solving that led to company/brand loyalty.
• Built relationships with customers and community to establish long-term business growth.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Created customer support strategies to increase customer retention.
• Researched and corrected customer concerns to promote company loyalty.
• Created and maintained comprehensive customer success documentation for internal and external use.
• Built and maintained professional relationships with vendors and suppliers to provide an exceptional "white glove" customer experience.
• Managed accounts to retain existing relationships and grow share of business.
• Established strong relationships with key customers, resulting in increased customer loyalty.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Resolved problems with high-profile customers to maintain relationships and increase return customer base.
• Built and maintained professional relationships with vendors and suppliers to provide an exceptional "white glove" customer experience.
• Monitored customer progress and addressed customer inquiries with timely and accurate updates.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Utilized customer feedback to inform changes and improvements to customer success plans.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Created and maintained comprehensive customer success documentation for internal and external use.
• Collaborated with upper management to implement continuous improvements and exceed team goals.
• Kept accurate records to document customer service actions and discussions.
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
• Reached out to accounts regularly to check on needs, understanding business operations and offer services.
• Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
• Tailored customer relationships by determining expected needs and finding correct solutions.
• Assisted clients with strategic processes and provided with necessary tools to achieve success.
• Planned, articulated and executed client development strategies.
• Performed troubleshooting of software and hardware to resolve issues and escalated situations to technical department.
• Addressed and resolved customer complaints and issues/areas to improve.
• Defined clear targets and objectives and communicated to other team members.
• Worked closely with network administrators and server engineers to deliver quality service.
• Coordinated installation of new users and relocations of existing users.
• Consulted with clients to identify business and technical requirements for proposed system modifications and technology purchases.
• Identified client needs and developed plans to adequately address current and future objectives.
• Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
• Identified opportunities to cross or up-sell and communicated customer needs to appropriate team.
• Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
• Collaborated with sales and product teams to address customer success objectives.
• Directed sales support staff in administrative tasks to help sales reps close deals.
• Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
• Contributed to design and implementation of product updates and service transformations based on feedback from customers and frontline knowledge.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Communicated with stakeholders to share critical technical information and deliver project updates.
• Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
• Maintained client files with sales contracts, records of client interactions, client notes, and other information.
• Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
• Scheduled and attended meetings with clients and prospective clients as requested.
• Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
• Collaborated with finance department on invoicing accuracy for applicable products and services.
• Identified and communicated customer needs to sales teams.
• Enhanced profitability by developing pipelines utilizing sales strategies.
• Retained updated knowledge of market competition and related offerings to generate favor for customer needs as CTI had many offerings that included several partners/platforms.
• Developed and maintained relationships with customers and suppliers through account development.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
• Kept stakeholders up-to-date on details pertaining to client projects.
• Hosted status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.

Previous role as CSM and exceeded all expectations:

The Client Success Manager (CSM) will fill a key position at CTI by being a customer advocate and responsible for the satisfaction and growth of our existing customer base. The CSM will play an active role in building partnerships with the assigned accounts. This individual will reach into our customer organizations and build strong relationships with key points of contact. This role will support accounts in accordance with our UCaaS migration program.

The Client Success Manager will work with cross-functional teams to respond to customer requests and address escalated issues. This individual will be leader in moving our SMB account base to the cloud by maintaining accurate and up-to-date records in our systems. This individual will to take ownership of customers’ requests/issues and act with a sense of urgency while driving for resolution, and to exceed our customers’ expectations.

The CSM will be expected to Subject Matter Expert in customer’s current Avaya platform as well as designated UCaaS platforms to guide seamless migrations.

Major Duties and Responsibilities:

· Become trusted advisor with assigned accounts and become a reliable resource and primary contact for account issues.

· Manage the day-to-day operational and tactical aspects of multiple customer escalations; effectively communicate plans and path to resolution.

· Provide technical support and leadership for customer service tickets.

· Set up and execute on regular account status and review calls with assigned accounts.

· Understand and relay CTI’s solution offering to customer; be able to understand customer needs and communicate how CTI solutions can help them succeed.

· Address customer relationship issues for assigned accounts and mitigate risk of customer churn.

· Engage necessary UCaaS provider resources for sales activities

· Assist customers in product migration efforts

· Engage and participate in up-sell/cross-sell activities, increase customer spend through the life of the contract though adding complimentary solutions.

· Follow up with assigned customers who may feel dissatisfied, to ensure issue resolution and a satisfactory conclusion.

· Other duties may be assigned.

Qualifications:

• Proven track record of success with history of exceeding customer satisfaction and adoption goals.
• Possess a blend of technical expertise and sales acumen wrapped in a strong drive for customer success.
• Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness.
• Solution-oriented mindset to understand and solve complex customer issues.
• Experience and comfort interacting with and influencing decision makers
• Strong communication skills – written and verbal – with understanding of situational best practices.
• Excellent presentation skills.
• Experience with VoIP technology, and terminology including SIP, RTP, QoS, COS, and codecs preferred.
• Understanding of both premise based telephony as well as UCaaS and CCaaS platforms
• BS or equivalent education and relevant experience.

• Delivered Tier-3 technical support and SME input to customers.
• Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
• Managed and prioritized customer requests service/response times achieve prompt resolution and business continuity.
• Responded to customer inquiries and provided technical assistance over phone and and virtual remote sessions.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
• Responded to service requests during and after business hours. Also was part of on call rotation - every (6) weeks for (13+) years providing afterhours and weekend support.
• Responded to customer inquiries quickly and professionally to increase satisfaction.
• Created VPN access as well as many other means of access to the customer network based on customer security for remote connections to access needed devices.
• Broke down and evaluated user problems using personal expertise, and probing questions.
• Researched and identified solutions to technical issues and executed resolution.
• Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
• Diagnosed and troubleshot hardware, software and network issues and executed resolution by repairing and restoring to peak performance.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Configured and troubleshot VoIP and multi-media distributed systems and platforms.
• Performed system moves and changes internally and by remote access and coordinated and prepared reports to support operation and planning of telecommunications systems.
• Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
• Installed, configured new devices, maintained, supported voice/data applications and other system components.
• Demonstrated to customers proper methods for operating equipment after it had been installed.
• Assisted training end users on proper use of hardware and software to deliver excellent customer service.
• Created user accounts and assigned permissions.
• Provided guidance on installing and integrating new hardware components and software to remote clients.
• Troubleshot complex multi-vendor network service provider issues.
• Applied tier-isolation best practices to support multi-tier architectures.
• Collaborated with other technicians to troubleshoot and resolve technical issues.
• Collaborated with vendors to locate replacement components to resolve advanced problems and identify best options for optimizing performance after identifying poor call quality.
• Interfaced with local area network and wide area network telecommunications operations on secure compatibility and connectivity matters.
• Assessed facilities to determine capacity and needs for telecommunications systems
• Performed root cause analysis of reported issues to enact corrections.
• Recommended options for disaster recovery.
• Evaluated hardware and software to determine efficiency, reliability and compatibility with existing systems.
• Performed quality assurance inspections and maintenance and administration with monitoring software by analyzing, identifying any potential issues and to facilitate optimal performance.
• Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions.
• Diagnosed and repaired problems with hardware, software, network issues, electrical, carrier issues to mitigate disturbances.
• Explained diagnostic findings to customers and outlined repair or service options.
• Liaised with internal departments to optimize productivity and efficiency.
• Gathered trend data from customer calls and interactions.
• Documented faults and bugs for referral to development staff for use in updates.
• Maintained accurate records of service calls and customer interactions for training and accountability purposes.
• Managed, tracked, and coordinated problem resolution and escalation processes..
• Wrote, revised and documented maintenance support procedures, processes and solutions in centralized systems tom help streamline repair process and update procedures for support action consistently
• Met with team/senior personnel regularly to share details of discovered issues and recurrent custom complaints to streamline processes/ improvements to increase support quality and expedite ticket fulfillment.
• Maintained and updated documentation for individual accounts telecommunication systems, equipment, means of remote access, vendors, circuit information and any other pertinent information on the account.

• Researched new clients for sales team via cold calls and leads from existing accounts, inputting contact information into sales database.
• Collaborated with other teams to identify areas of opportunity and implement changes to optimize sales operations and reporting.
• Established rapport with customers using active listening and interpersonal skills which consistently led to new sales and up-selling.
• Assisted potential customers with prompt and polite support in-person and via telephone while engaging in friendly conversation to better identify business needs and desires to recommend optimal products.
• Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
• Built customer loyalty and retention by delivering excellent shopping experiences.
• Supported sales team by scheduling appointments and organizing itinerary.
• Gathered and prepared sales materials in preparation for sales meetings.
• Created and maintained reports, documents and presentations to assist with administrative support.
• Transcribed and organized information to assist with onsite preparation of speeches and presentations.
• Requested design requests from Engineers based on customer needs and assisted with putting proposals together and scheduling appointments.
• Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.

• Mentored new hires, resulting in stronger staff development and increased productivity.
• Trained new personnel regarding company operations, policies and services.
• Conducted customer needs assessment sessions to assess skill levels and areas of strength and weakness in order to enhance performance and develop targeted learning solutions.
• Delivered in person and virtual instructional presentations on proper equipment/product use, focusing on efficiency.
• Delivered virtual admin programming training sessions to meet customer needs.
• Utilized variety of instructional methodologies to create effective learning experiences.
• Acted as second-tier technical resource for helpdesk and assisted with answering technical questions.

• Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
• Directed dispatching, routing, and tracking of fleet vehicles.
• Closely monitored dispatch board to triage and prioritize daily calls.
• Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
• Optimized routes through careful planning to maximize daily appointments and minimize time or field waste, realizing cost savings of money for company.
• Evaluated and adjusted routes based on daily needs, available workers, traffic hazards, and weather conditions.
• Determined number of man hours required to complete assignments after reviewing scope of each project.
• Received new orders, prepared documentation, and assigned personnel.
• Organized paperwork and explained individual job parameters for each assignment.
• Responded to high volume of phone and email requests to provide logistics information.
• Monitored driver locations in field and solved discrepancies to keep team on-track.
• Communicated with warehouse staff to facilitate proper loading and unloading of orders.
• Scheduled deliveries and pickups according to customer needs to facilitate efficient delivery routes and timely deliveries.
• Partnered with vendor teams to solve real-time challenges and drive cohesive experience.
• Facilitated communications between customers and field personnel to answer questions or resolve concerns.
• Monitored flow of paperwork and directed information to appropriate departments.
• Provided customers with information on products and services.
• Analyzed customer feedback and provided solutions to improve customer service.

• Attended telephone skills and program information training sessions to boost aptitude.
• Answered incoming calls in busy, fast-paced global call center to avoid on-hold wait times.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Met customer call guidelines for service levels, handle time and productivity.
• Responded proactively and positively to rapid change.
• Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Researched issues through identification of similar past problems and recommended most appropriate solution to resolved customer inquiries and complaints quickly.
• Achieved high satisfaction rating through delivering prompt service by prioritizing customer needs and one-call resolutions of customer issues.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Actively listened to customers, handled concerns quickly and escalated complicated customer account issues to supervisors and help desk workers.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Resolved concerns with products or services to help with retention and drive sales.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.
• Processed repair and warranty documentation for customers.
• Managed timely and effective replacement of damaged or missing products by collaborating with shipping team to track shipments, verify orders and handle product returns.
• Sought ways to improve processes and services provided.
• Investigated and resolved accounting, service and delivery concerns.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Addressed customer account discrepancies and concerns.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Promptly responded to inquiries and requests from prospective customers.
• Liaised with sales and management teams to develop solutions and accomplish shared objectives.
• Performed various clerical duties by filing and faxing documents and creating customer databases.
• Educated customers about billing, payment processing and support policies and procedures.
• Processed debit and credit card and electronic check payments.
• Maintained and managed customer files and databases.
• Updated account information into database to maintain customer records/data.
• Sought out extra training opportunities to enhance customer relationship management abilities.