Kantrice Dorsey
Manassas Park,VA
Summary
Detail-oriented team player with exceptional organizational skills and a proven ability to manage multiple projects simultaneously while maintaining high accuracy. Committed to fostering strong relationships that enhance collaboration and support for customers and colleagues. Adept at navigating complex tasks efficiently, ensuring that all objectives are met on time and to the highest standards. A proactive approach to problem-solving drives success in dynamic environments.
Overview
14
14
years of professional experience
Work History
Customer Success Manager
SAP Signavio
07.2023 - Current
- Accountable for customer’s overall success, including adoption and retention of Signavio solutions, customer health, and satisfaction.
- Develop strategic relationships to understand the customer’s business, goals, and roadmaps.
- Interface with product management and customer to drive product development
- Manage customer escalations and prioritizations
- Identify opportunities for upsell of products and features
- Creator of monthly virtual event, which aligns customers within several SAP Signavio regions, to discuss products and features to assist them on their transformation journey.
- Research and secure available product experts to serve as speakers for each event.
- Create meeting invitation via Zoom meeting and Teams webinar platforms. Serve as moderator during each event. Calculate post event metrics and compile meeting reports to be shared with customers and colleagues.
Client Support Analyst
SAP Concur
06.2019 - 07.2023
- Receiving customer inquiries in responding to incoming calls, chats, and emails.
- Troubleshooting customer issues and providing consultative guidance towards the resolution of their inquiry.
- Acting as an escalation point and advocate for customer issues, collaborating with other colleagues and departments as needed.
- Maintaining a continued working knowledge of products and services, including new releases and products.
- Effectively engaging with the customer in building a relationship of expectation and resolution results.
Program Manager Fellowship
SAP Success Factors
01.2021 - 07.2021
- Collaborated with Program Manager to plan, manage, execute, and facilitate, virtual and community-based events, that aligned with departmental strategies.
- Managed and maintained event registration sites and processes.
- Created virtual event details via Google calendar, posting blog content in promoting event, which provided access to event materials.
- Interacted with customers and subject matter experts to develop event content and review their role during events.
- Developed customer relationships in gathering information, to collaborate in creating customer success stories.
- Reported on program event activity, attendee registrations, and monthly event metrics.
Online Support Administrator
ALTOUR International
08.2017 - 03.2019
- Responded to incoming travel inquiries via email, chat, and and telephone; in supporting numerous online corporate accounts.
- Identified and resolved reservation inquires, whereby escalating to second-tier support team if further research was required.
- Assisted administrators and users in navigating their travel experience, with reserving travel arrangements, creating and updating travel profiles, and resetting passwords.
- Fulfillment in processing various travel documents and airline schedule changes.
Customer Service Representative
University Of Pittsburgh Medical Center
03.2017 - 08.2017
- Answered continual flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Corporate Technology Specialist
Travel Leaders, Incorporated
07.2015 - 01.2016
- Provided online administration, escalation, and customer service support, via email and telephone, in servicing travel needs of customers.
- Gathering documentation from customers in order to evaluate systematic issues, whereby creating travel resolutions and processes.
- Managed complex customization requests from travel accounts, using product development and configuration tools to resolve.
- Presentation of online booking tools to potential customers, collaborating with Account Managers to ensure seamless and effective presentation process.
Travel Specialist
National Accrediting Commission of Cosmetology Arts and Sciences
09.2011 - 12.2014
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Project Management in scheduling onsite evaluations for over 500 accredited institutions.
- Provided administrative support, to assist administrative staff.
- Developed loyal clientele base due to excellent listening and research skills, with keen understanding of travel budgets.
- Planned and implemented employee events, which included event discovery meetings, cost analysis, food and beverage planning, event set up and break down.
Education
Certificate - Travel and Tourism
Sawyer School of Business
Pittsburgh, PAHigh School Diploma - undefined
Wilkinsburg Senior High School
Pittsburgh, PASkills
- Strong English communication skills
- Strong written communication skills
- Problem Listen and Resolving
- Organizational skills
- Customer-focused approach
- Client relationship management
- Proficient in Microsoft Office
- Experience with OnStar systems
- Proficient in Zoom
- Skilled in Microsoft Teams communication tools
Timeline
Customer Success Manager
SAP Signavio
07.2023 - Current
Program Manager Fellowship
SAP Success Factors
01.2021 - 07.2021
Client Support Analyst
SAP Concur
06.2019 - 07.2023
Online Support Administrator
ALTOUR International
08.2017 - 03.2019
Customer Service Representative
University Of Pittsburgh Medical Center
03.2017 - 08.2017
Corporate Technology Specialist
Travel Leaders, Incorporated
07.2015 - 01.2016
Travel Specialist
National Accrediting Commission of Cosmetology Arts and Sciences
09.2011 - 12.2014
High School Diploma - undefined
Wilkinsburg Senior High School
Certificate - Travel and Tourism
Sawyer School of Business
Hobbies
Radio/Podcast Host, Creating content to present during radio/podcast segment, Securing guests to interview during radio/podcast segment, Selecting music to add to radio/podcast segment, Creating commercial segments to be aired during radio/podcast segment, Wedding and Event Planner, Conceptualizing event ideas, Planning budgets, Booking venues and vendors, Liaising with suppliers and clients, Creating travel arrangements, Hiring event staff, Managing onsite logistics