Summary
Overview
Work History
Education
Skills
Volunteer Experience
Timeline
Generic

Isabella Sthormes

Fort Myers,FL

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

15
15
years of professional experience

Work History

Customer Success Manager

Service Now
10.2021 - Current
  • Built and maintained strong relationships with 50 Fed-accounts to ensure customer satisfaction and retention, aligning with ServiceNow's commitment to excellence.
  • Acted as the main point of contact for clients, addressing inquiries and concerns promptly and professionally to maintain a high level of service.
  • Demonstrated a keen understanding of clients' needs and goals, identifying opportunities for upselling and cross-selling additional products and services to enhance their success.
  • Collaborated closely with sales, product teams, technical teams, solutions consultants and several other internal channels to develop strategies aimed at optimizing customer success and maximizing client value.
  • Developed and delivered comprehensive training and onboarding sessions to ensure clients were equipped to fully leverage the value of ServiceNow's offerings.

Sales Development Manager

Service Now
06.2021 - 05.2022
  • Work closely with territory managers and account executives to develop targeted lists, call strategies, and messaging to drive opportunities for new business
  • Build working relationships with field sales, sales engineers, market development, and consulting to develop joint account plans/strategies
  • Provide accurate translations of templates/documents
  • Continually take language fluency assessments to certify fluency
  • Attend meetings to translate discussions
  • Uncovered new needs and proposed innovative and novel solutions to these needs to increase penetration of existing strategic accounts
  • Communicating with clients and gathering information about project’s scope, budgets and timelines
  • Meeting with other executives to discuss clients’ project goals, progress and outcomes.

Software Implementation – Team Leader

Fluke
02.2020 - 06.2021
  • Provide support for eMaint software applications to end users in a Microsoft and Web-based environment
  • Answer incoming eMaint software support phone calls, email and chat communications
  • Find and communicate accurate solutions to issues reported by end users while using eMaint products through analytical talent and strong troubleshooting abilities.
  • Provide training to end-users on the Salesforce CRM and deliver step-by-step instructions for configuration and updates to ensure optimal functionality based on customer needs

Client Success Manager

Gartner Inc
04.2018 - 02.2020
  • Understand and capture how the client measures value and ensure this is over delivered throughout the life of the contract
  • Drive continuous client usage of the services purchased by ensuring the connection of key IT decisions and initiatives to Gartner expertise
  • Provide evidence of value received as confirmed by the Client, captured in Client Connect, to be utilized in quarterly Impact Assessments and ultimately the renewal.
  • Support sales initiatives, partner with sales and marketing teams to enhance customer experience
  • Created tailored customer success webinars resulting in a 20% increase in product utilization by existing customers.

New Client Engagement Specialist – Latam

Gartner Inc
05.2016 - 10.2017
  • Provided clients with interactive walk-through of the Gartner website tailored to their individual requirements in Portuguese and/or English
  • Experience in explaining linguistic challenges, cultural questions, and concepts to stakeholders
  • Introduced clients to purchased Gartner service deliverables
  • Built strong relationships with sales account teams to assist with client engagement opportunities
  • Worked closely with product managers/developers to become subject matter experts on all Gartner research offerings and delivering information on updates to global NCE team as well as other key business units
  • Developed new methods to approach Brazilian Clients.

Personal banker

Wells Fargo
07.2015 - 05.2016
  • Exceeded all sales goals and performance objectives
  • Acquired new leads of clients from a list of prospects
  • Coached all tellers and provided approval for transaction over their limits
  • Possessed the ability to navigate multiple computer systems, applications, and utilize search tools to find information.

Owner

Sthormes Cleaning
01.2013 - 07.2015
  • Getting Referrals for New Clients
  • Find New Leads
  • Customer Service
  • Negotiations.

Translator

The Vine Tampa
01.2013 - 06.2014
  • Public Speaker
  • Translator
  • Giving Written and Spoken Translations from English to Portuguese.

Manager

Aguia Presentes e Brinquedos
01.2009 - 12.2011
  • Customer Service
  • Sale Products to Customers
  • Manage the Store and employees.

Education

High School Diploma -

Kerygma Christian High School

Some College (No Degree) -

Videira Seminary Bible School

Skills

  • Bilingual: Fluent in English and Portuguese
  • Conversational Spanish
  • Client Relations
  • Strategic Planning
  • Customer Account Management
  • Business Development
  • Schedule Management
  • Sales proficiency
  • Training and mentoring
  • Customer Retention

Volunteer Experience

  • The Vine Fort Myers, Lead a network of 60 people, Train leaders on how to communicate, customer service and public speaking, Translate from English to Portuguese
  • G.A.L  Guardian Ad Litem, Interview child, parents, foster parents and any other concerned parties or relatives, Review appropriate records and reports, Submit thorough, independent written reports to the Court and Guardian Ad Litem prior to court hearings, Appear in Court as needed to answer questions or testify on findings or recommendations, Maintain records of all findings and document all contacts, Visit institutions, foster homes or group homes where child is placed or may be placed, Monitor court orders to ensure services to the child are being furnished in a timely manner and placement is appropriate

Timeline

Customer Success Manager

Service Now
10.2021 - Current

Sales Development Manager

Service Now
06.2021 - 05.2022

Software Implementation – Team Leader

Fluke
02.2020 - 06.2021

Client Success Manager

Gartner Inc
04.2018 - 02.2020

New Client Engagement Specialist – Latam

Gartner Inc
05.2016 - 10.2017

Personal banker

Wells Fargo
07.2015 - 05.2016

Owner

Sthormes Cleaning
01.2013 - 07.2015

Translator

The Vine Tampa
01.2013 - 06.2014

Manager

Aguia Presentes e Brinquedos
01.2009 - 12.2011

High School Diploma -

Kerygma Christian High School

Some College (No Degree) -

Videira Seminary Bible School
Isabella Sthormes