Eddie Tabor
Mission,TX
Summary
Highly experienced customer-centric professional, adept at providing innovative support and value to clients by drawing on deep account strategy and industry knowledge. Combine product and application knowledge with extensive technical training to increase and retain client contracts. Perform day-to-day operations, from normal to 911, full-scale incident management, using excellent analytical, problem solving, and interpersonal communication skills.
Overview
27
27
years of professional experience
Work History
Customer Support Representative
Vitaledge Technologies (previously E-Emphasys Technologies)
04.2023 - Current
- Responsible for delivering the Company's North American functional, product-level support for ERP and other business applications
- Take ownership of and provide resolution to application support incidents reported by customers
- Prioritize support incidents and conduct system troubleshooting promptly
- Continuously learns application features and functionality to deliver the most appropriate/relevant resolutions to customer issues
- Maintains composure while working with customers and team members to resolve escalated issues and takes appropriate action to prevent recurrence
- Ensures that customers receive consistent world-class service
- Ensures that the support cases are handled in accordance with service level agreements and business requirements.
Client Account Manager II
CDK GLOBAL (previously ADP Dealer Services)
08.2019 - 07.2022
- Prioritized correct inputs and outputs to deliver value and growth
- Managed all stages of customer relationships, including communicating with internal / external stakeholders
- Co-led company's largest account that grew from 70 west coast locations (2004) to 282 North America locations (July 2022)
- Orchestrated largest client dealer management array of 18 production systems and 2 test systems, developing unified set of operating standards and software deployment protocols
- Decreased open case count 15%; customized daily review and interaction with case owners, enabling immediate identification of root issues and implementation of corrective actions
- Presented recommendations to team leaders, department heads, and supervisors, garnering support for enhancing service and process changes
- Organized, integrated, and leveraged resources and materials, reducing costly delays and achieving exceptional client satisfaction
- Called clients to isolate issues impacting productivity, providing immediate responses and effective solutions
- Chaired post-implementation meetings and delivered updates to regional departments, resulting in highly refined, streamlined processes and procedures
- Analyzed information to detect risk areas; spearheaded appropriate action plans, in collaboration with applicable stakeholders, addressing and preventing issues from impacting business and revenue.
Client Account Manager I
CDK GLOBAL (previously ADP Dealer Services)
08.2008 - 08.2019
- Led day-to-day relationships with 75 major and 2 strategic client accounts
- Collaborated with internal teams on product issues
- Assigned, delegated, coordinated, and monitored work of internal staff assigned to projects
- Boosted customer retention by providing world-class support and ensuring 5-star experience
- Leveraged technology solutions, increasing revenue, productivity, and profit for clients
- Evaluated potential relationship or expectation issues, generating proactive actions
- Formulated annual client development plans that allowed clients to achieve short and long-term career goals
- Identified and managed efficient communications process with cross-departmental teams, enabling smooth, bidirectional flow of information at all times
- Maintained software compliance documentation, permitting proper integration of systems and platforms
- Helped clients establish clear objectives, ensuring on-time implementations with satisfactory outcomes.
Account Executive Thru Senior Project Lead
Adp- Automated Data Processing
05.1997 - 08.2008
- Served as primary point of contact for client and internal departments during implementation process
- Owned full life cycle of installation, including post-sales discovery, on-site go-live training, and transition to support phase
- Promoted to senior-level project position for exceeding company's standards and expectations
- Continued to lead acquisition projects for CDK's largest automotive consolidator (doubled in size, from 41 locations in 1999 to 88 locations in 2005)
- Upgraded all same-clients service locations from basic repair order invoicing to hybrid electronic repair order, streamlining workflow efficiencies for service departments
- Identified, analyzed, and resolved software and hardware problems, providing follow-up until issue was closed.
Education
Associate of Applied Science - Precision Manufacturing Technology
South Texas College
McAllen, TXAutomatic Data Processing
Hoffman Estates, ILSkills
- Customer Service
- Strategic Deployment
- Presentations
- Project Management
- Client Relations
- Negotiation
- Product Support
- Workflow Stream Management
- Accounts Receivable
- Organizing Acquisitions
- Policies & Regulations
- Deployment Planning
- IT Integration
- Customer Onboarding
- Creative Issue Resolution
- Software Evaluation
- Interpersonal Skills
Websites
Additional Experience
Spikes Ford, Mission, TX; Service Director
BOGGUS FORD, McAllen, TX; Heavy Truck Service Manager
Military Service
- TEXAS AIR NATIONAL GUARD, San Antonio, TX, Aerospace Ground Equipment Technician
- UNITED STATES AIR FORCE, Fayetteville, NC, Aerospace Ground Equipment Technician
Technical Literacy's
- Microsoft Office (Excel, Word, PowerPoint, Teams)
- Vision
- Windows OS
- Salesforce
- Social Media Platforms
- Fusion 360
- MasterCam
- ShelterLuv
Community Service
- Paws Fur Help Inc., Technology Chair, Mission, TX
- Animal Rescue and Adoption Advisory Board, Board Member, Mission, TX
Timeline
Customer Support Representative
Vitaledge Technologies (previously E-Emphasys Technologies)
04.2023 - Current
Client Account Manager II
CDK GLOBAL (previously ADP Dealer Services)
08.2019 - 07.2022
Client Account Manager I
CDK GLOBAL (previously ADP Dealer Services)
08.2008 - 08.2019
Account Executive Thru Senior Project Lead
Adp- Automated Data Processing
05.1997 - 08.2008
Associate of Applied Science - Precision Manufacturing Technology
South Texas College
Automatic Data Processing
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