Kantrice Dorsey
Manassas Park,VA
Summary
Dedicated professional with a proactive approach and quick learning ability. Strong work ethic complemented by effective communication skills. Committed to contributing to team success and achieving organizational objectives.
Overview
15
15
years of professional experience
Work History
Customer Success Manager
SAP Signavio
Reston, VA
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
Reston, VA
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
Reston, VA
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
Louisville, KY
08.2017 - 03.2019
- Responded to incoming travel inquiries via email, chat, and telephone; in supporting numerous online corporate accounts.
- Identified and resolved reservation inquiries, 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
Pittsburgh, PA
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
Eden Prairie, MN
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
Alexandria, VA
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.
Skills
- Customer success
- Product knowledge
- Event planning
- Technical support
- Client relationship management
- Problem solving
- Time management
- Conflict resolution
- Communication skills
- Decision making
- Computer proficiency
- Microsoft Office suite
- Troubleshooting
- Active listening
- Collaboration
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