Summary
Overview
Work History
Education
Skills
References
Work Availability
Work Preference
Accomplishments
Timeline
Generic
Charrise Rene’ Ingram

Charrise Rene’ Ingram

Bennett,CO

Summary

Seasoned Senior Client Success Manager with a proven track record at TTEC Digital, adept in CX transformation and customer relationship management. Excelled in enhancing client investments and fostering strong relationships, achieving significant account growth. Skilled in strategic planning and cross-functional collaboration, I am a dynamic leader focused on achieving exceptional results and customer satisfaction. Diligent professional with many years of experience maintaining seamless business operations. Smoothly administers budgets, trains staff and monitors procedures to maximize efficiency and balance objectives with operational requirements. Exceptional skills in inventory management, loss prevention, and vendor negotiation.

Overview

36
36
years of professional experience

Work History

Senior Client Success Manager-Public Sector

TTEC Digital
01.2020 - 02.2025
  • As a Senior Client Success Manager, my role is to be a trusted advisor to every client with whom I work.
  • A personal guide to help our customers navigate technology solutions within TTEC Digital.
  • I translate client success criteria and KPIs into success programs and foster self-sufficiency by providing best-practice advice.
  • Developed and implemented process improvements to increase customer satisfaction levels.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • I help optimize the client’s investment by showcasing value across the enterprise.
  • Building enterprise business cases for TTEC Digital solutions, as a thought leader with product, domain, and industry expertise.
  • I identify solutions to real-world business problems.
  • Implemented strategies to improve customer retention rates across multiple channels.
  • Monitored customer health scores, proactively addressing concerns to prevent churn.
  • Tracked overall customer engagement levels, providing regular updates regarding the same.
  • Negotiated contract renewals and managed customer expectations to ensure satisfaction.
  • Conducted regular client meetings to review progress towards objectives and discuss potential opportunities for improvement.
  • Prepared presentations for executive level stakeholders about strategic initiatives related to client success.

Senior Account Manager Public Sector Fedramp

TTEC Digital
01.2019 - 02.2025
  • As a senior account manager, I serve as the lead point of contact for all customer account management matters.
  • Responsible for providing service continuity.
  • Responsible for developing and maintaining strong, long-lasting customer relationships.
  • Ensure timely and successful delivery of solutions according to customer needs and objectives.
  • Clearly communicate the progress of monthly and quarterly initiatives to internal and external stakeholders.
  • Assist with customer escalations to ensure the timely resolution of critical outages.
  • Provide key account metrics on a weekly, monthly, and quarterly basis.

Senior Account Manager- Commercial Accounts

TTEC Digital
01.2016 - 01.2019
  • Senior account manager for 22 customer accounts, serving as the lead point of customer account management over all project implementation success and business continuity of services.
  • Overall responsibility for customer satisfaction.
  • Built strong, long-lasting customer relationships by ensuring clear, concise communication, and that deliverables were met to customer standards and objectives.
  • Excelling in the areas of incident management, problem management and remediation all areas of technology within the TTEC Digital infrastructure

Director of Information Technology Technical Account Management

Teletech Holdings Incorporated
01.2006 - 01.2016
  • Company Overview: Technology Leadership Challenge: Direct client relationship management for 18 Fortune 500 companies in diverse architectures and infrastructures.
  • In 2015, revenue generation surpassed 500 million dollars annually in Healthcare, Retail, Financial, and Telecommunications.
  • Directly managed client relationships for 18 separate accounts from launch to lifecycle, across direct, expansive, cross-functional global support teams.
  • Accountable for all daily technology operations, and the technology uptime of systems, architecture, and infrastructure.
  • Direct staff at multinational locations track key indicators, measure technology performance, and deliver communication support across organizations of more than 500 IT professionals, and 11,000 operations support personnel.
  • Implemented strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results.
  • Established and assured adherence to budgets, schedules, work plans, and performance requirements.
  • Collaborated with other directors to establish strategic plans and objectives.
  • Recommended final decisions on administrative or operational matters, and ensures operations' effective achievement of objectives.
  • Directed the allocation of resources to meet financial performance requirements.
  • Executed functional business plans, and contributed to the development of functional strategies.
  • Managed eight employees, including other senior managers.
  • Technology Leadership Challenge: Direct client relationship management for 18 Fortune 500 companies in diverse architectures and infrastructures.
  • In 2015, revenue generation surpassed 500 million dollars annually in Healthcare, Retail, Financial, and Telecommunications.

Sr. Technology Project Manager| Financial Customer Solutions

Teletech Holdings Incorporated
01.2001 - 01.2006
  • Technical Account Management: Oversee and manage all aspects of client communications, and technology development and deployment of the 'Apply by phone' service for key clients.
  • This was completed by extremely diligent communication between the client and internal Teletech resources, both onshore and abroad.
  • Diligently working with all management levels to ensure each facet of the program met deliverables, and resolved any concerns with timely results.
  • Completed weekly and monthly financial reconciliations for final submittal and review by clients and/or business owners.
  • Managed the implementation of 797 ABP campaigns that constituted a growth of current business of 265.66%
  • Process implementation creation to ensure decreased loss of revenue via booking professional services time through magic, to ensure detailed program breakdown of billable hours.
  • Launched 3 new ABP business lines (Instant decision, Spanish, Business Card)
  • 12 years Call Center Experience
  • Subject matter expert in Apply by Phone campaigns
  • Call routing specialist
  • Professional service revenue of over 3.5 million dollars for year (2007) for ABP set up and project implementation
  • Maintained a high standard of ABP delivery on time consistently since starting the program
  • Management of QA/Ops validation Procedures and Testing
  • Multiple enhancements of DB and InSite to enable both TSR and Ops ease of use
  • Management of all process and procedure implementation for Financial Clients

Sr. Manager IVR/Telephony/Speech Implementation

EchoStar/Dish Network
Englewood, USA
01.1998 - 01.2006
  • Company Overview: Technology Leadership Challenge: Reduction of in-person live agent assistance calls via an interactive voice response system.
  • Automation techniques for cost reduction of millions of dollars per year.
  • Project Managed/IVR Application Design.
  • Technology Cost Saving: Automation of New Customer Activation Calls.
  • Cost savings of $6.5 million per year.
  • Designed IVR automation for programming upgrades, downgrades, and customer self-service of programming needs.
  • Reduction of 75,000 calls per month, per application.
  • IVR Implementation of Sales Confirmations Process.
  • Reduction of 52 FTEs in the call center.
  • Dynamic Messaging auto-messaging for installation-related calls reduces 200,000 calls per month.
  • Promotion-specific messaging.
  • Reduction of 85,000 calls per month.
  • Enhancements: Launch Speech Recognition for Technical Support, Customer Segmentation Routing, Emergency Messaging/Takedown Plans, Sales, and Defective Equipment Activation IVR Survey Applications.
  • Technology Innovations: Design and Development of Partner IVR Solutions, designed and maintained nine separate IVR applications.
  • Incorporated selected functionality from Residential IVR to all Partner applications.
  • Call routing, skill support, and VDN support for partners.
  • Analytics IVR Pre/Post Production.
  • Human factors in pre-production and post-production.
  • Survey of Customer Satisfaction.
  • Usability Lab results, gap analysis.
  • Technology Leadership Challenge: Reduction of in-person live agent assistance calls via an interactive voice response system.
  • Automation techniques for cost reduction of millions of dollars per year.

Quality Assurance Manager

EchoStar/Dish Network
Englewood, USA
01.1999 - 01.2001

Self Employed Business Owner

US Navy Daycare Facility
Bremerton, USA
01.1993 - 01.1999

Social Services Manager

ARC
San Diego, USA
01.1989 - 01.1993

Education

ITIL Training -

03.2015

Sixth Sigma White Belt Certification -

01.2014

PMP Training -

01.2012

Diploma -

Simley Senior High School
01.1988

Skills

  • Cisco Cloud Sales and Implementations all products
  • CRM
  • Customer Intelligent Analytics
  • Humanify Product suite
  • Interactive Voice Response (IVR)
  • CRM Integration-Salesforce
  • Nuance Communications
  • Verint
  • Calabrio Software
  • Avaya PBX
  • SIP
  • Carrier Diversity SME
  • Changepoint
  • Service Now
  • Oracle
  • Kronos
  • Microsoft products
  • O365
  • Information Security delivery and compliance
  • IL4 Fedramp
  • Data Center Migrations
  • Monitoring SAAS
  • Customer relationship management
  • Client onboarding
  • Solution implementation
  • Account management
  • Customer retention
  • Stakeholder communication
  • Problem resolution
  • Incident management
  • Cross-functional collaboration
  • Project management
  • Strategic planning
  • Data analysis
  • Relationship management
  • Financial acumen
  • Pipeline development
  • Staff mentoring & leadership
  • Key accounts development
  • Customer advocacy
  • Sales proficiency
  • Report analysis
  • Revenue growth
  • Problem-solving abilities

References

References available upon request.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

RemoteHybrid

Important To Me

Career advancementPaid time offStock Options / Equity / Profit Sharing401k matchWork-life balanceFlexible work hoursHealthcare benefitsWork from home option

Accomplishments

Managed and forecasted an annual 40 million dollar book of business.

Sales quota met year over year

Renewal Rate of 100 percent among 22 clients over 10 year period

A trusted advisor and partner to every client in my portfolio

Timeline

Senior Client Success Manager-Public Sector

TTEC Digital
01.2020 - 02.2025

Senior Account Manager Public Sector Fedramp

TTEC Digital
01.2019 - 02.2025

Senior Account Manager- Commercial Accounts

TTEC Digital
01.2016 - 01.2019

Director of Information Technology Technical Account Management

Teletech Holdings Incorporated
01.2006 - 01.2016

Sr. Technology Project Manager| Financial Customer Solutions

Teletech Holdings Incorporated
01.2001 - 01.2006

Quality Assurance Manager

EchoStar/Dish Network
01.1999 - 01.2001

Sr. Manager IVR/Telephony/Speech Implementation

EchoStar/Dish Network
01.1998 - 01.2006

Self Employed Business Owner

US Navy Daycare Facility
01.1993 - 01.1999

Social Services Manager

ARC
01.1989 - 01.1993

ITIL Training -

Sixth Sigma White Belt Certification -

PMP Training -

Diploma -

Simley Senior High School

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Charrise Rene’ Ingram