Chrystle Henderson
Douglasville,GA
Summary
Versatile Support Manager skilled in handling client implementations, account management, data, technical issues and incident support. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 18 years of experience in start-ups/tech industry.
Overview
18
18
years of professional experience
Work History
Enterprise Technical Support Analyst & Incident Manager
Guild Education
12.2021 - 05.2024
- Initial weekly point of escalation for 50-100 technical support cases, working closely with engineers to ensure timely resolution and customer satisfaction
- Coordinate incident response efforts, facilitating communication and collaboration between cross-functional teams to minimize downtime and mitigate impact
- Perform data and root cause analysis-identifying underlying issues and implementing corrective actions
- Contribute to the development and maintenance of a comprehensive knowledge base, documenting common technical issues, troubleshooting steps, and best practices
Customer Success Manager
NASDAQ Boardvantage
09.2014 - 12.2019
- Managed a diverse portfolio of 20-30 accounts, ensuring timely communication and effective problem resolution.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Increased C-level client satisfaction by building strong relationships and addressing their needs promptly.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
Onboarding Specialist
BoardVantage
06.2012 - 09.2014
- Managed 8-10 simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
- Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team''s efforts.
- Developed and maintained strong relationships with key stakeholders, ensuring successful project outcomes.
- Monitored project progress closely, identifying potential risks early and taking proactive measures to mitigate them.
Account Managemer
AMPLIFY (Wireless Generation)
10.2007 - 06.2012
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Assisted simultaneously 10-12 customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Created customer support strategies to increase customer retention.
Implementation Manager/Trainer
Wireless Generation
11.2006 - 10.2007
- Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
- Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team''s efforts.
- Trained and implemented continuous improvement initiatives that resulted in increased efficiency across various stages of the implementation process.
Education
Associate of Industrial Technology -
Spelman College
Atlanta05.1998
Skills
- Client Relationship Management
- Incident Management
- Onboarding, Training, and Development
- Inclusive leadership
- Data Analysis
- Engineering Support
Timeline
Enterprise Technical Support Analyst & Incident Manager
Guild Education
12.2021 - 05.2024
Customer Success Manager
NASDAQ Boardvantage
09.2014 - 12.2019
Onboarding Specialist
BoardVantage
06.2012 - 09.2014
Account Managemer
AMPLIFY (Wireless Generation)
10.2007 - 06.2012
Implementation Manager/Trainer
Wireless Generation
11.2006 - 10.2007
Associate of Industrial Technology -
Spelman College
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