Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Work Availability
Timeline
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KEYLA SERRANO

KEYLA SERRANO

Director Global Technical Account Manager Services
Wood-Ridge,New Jersey

Summary

To secure a management position with an organization that puts value on people and the service they provide while utilizing my strong organizational and interpersonal skills to promote mutual growth and success. Over 20 years of experience as a leader in technical support with emphasis on providing outstanding support and customer retention. Consistently looked for methods to enhance our support services and progressively expanded Premium Support revenue. Enthusiastic team player with proven ability to collaborate with co-workers, peers and external resources Goal oriented self-starter with strong analytical and interpersonal skills.

Overview

30
30
years of professional experience

Work History

Director Global Technical Account Manager Services

Vmware
02.2016 - Current
  • Oversaw global product development and partner relationships, enabling footprint expansion into new markets.
  • Managed book of business to maintain positive relationships and make effective financial or client-related decisions.
  • Kept company in compliance with export standards and international requirements.
  • Identified and analyzed key competitors and related products.
  • Built relationships with customers and community to establish long-term business growth.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
  • Aligned company goals with customer outcomes and increased satisfaction by implementing a 360 degree feedback loop without customer and account teams

Manager of Product Communications and Operations

BUILDERS
10.2012 - 11.2015
  • Coordinate product release roll-outs between QA management and technical web content team
  • Coordinate workflow between product managers and marketing to establish check points to reach production
  • Manage updates for product release information on our Technical Support site
  • Create and distribute workflow and process documents for our product managers.

Senior Manager

05.2001 - 10.2012
  • Responsible for growing renewable revenue from $2 million to $6 million
  • Lead team of 15 dedicated Account Support Managers responsible for supporting 60 Premium accounts
  • Supervised the International Relationship Support team who facilitated resolving escalations from our international offices
  • Initiated new service offerings to retain and grow customer base from 12 Premium Accounts to 60
  • Developed a Premium Support Survey to measure the effectiveness of the Account Support Managers and the services provided
  • Created solutions and resolved various roadblocks to ensure customers' success
  • Fostered relationships with product managers, customers, and field support staff
  • Managed after-hours customer support resources for customer production down issues.

Senior Product Manager

07.1998 - 05.2001
  • Created new feature specifications to enhance product functionality
  • Managed support for sensitive customer accounts
  • Supported cross platform configurations on systems including Windows, UNIX, MVS and z/OS
  • Implemented complex custom configurations for demand test certifications
  • Provided onsite customer training to sensitive accounts and internal staff.

Technical Team Leader

06.1996 - 07.1998
  • Assigned as escalation specialist to key customer
  • Provided application and user support for WebFOCUS on all platforms
  • Provided FOCUS reporting support on UNIX, MVS/TSO and VM/CMS

Programmer Analyst

COLUMBIA HOUSE
04.1995 - 06.1996
  • Developed and maintained existing productions applications in FOCUS
  • Coordinated and implemented FOCUS upgrade in test and production
  • Re-engineered FOCUS applications for Y2K compliance
  • Provided productions level support for end-users

Technical Support Representative

INFORMATION BUILDERS
09.1993 - 03.1995
  • Provided FOCUS application support on MVS/TSO and VM/CMS
  • Responsible for International Support to our agents in Mexico and Spain
  • Conducted customer site visits to debug problems and assist in upgrades

Education

B.S - Computer Science

ST. JOHN'S UNIVERSITY
QUEENS, NY

Skills

  • Technical Team Management
  • Global Team Growth and Development
  • Customer Engagement Strategies
  • Customer Relationship Management
  • Active Listening
  • Customer Service
  • Customer Engagement
  • Client Satisfaction
  • Service Delivery
  • Professional Development

Additional Information

  • AWARDS AND HONORS , Awarded “Customer Support Employee of the Year” by Information Builders Worldwide Support Department, October 2012 American Business Award winner for “Customer Service Team of the Year”, June 2011

Languages

Spanish
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Director Global Technical Account Manager Services

Vmware
02.2016 - Current

Manager of Product Communications and Operations

BUILDERS
10.2012 - 11.2015

Senior Manager

05.2001 - 10.2012

Senior Product Manager

07.1998 - 05.2001

Technical Team Leader

06.1996 - 07.1998

Programmer Analyst

COLUMBIA HOUSE
04.1995 - 06.1996

Technical Support Representative

INFORMATION BUILDERS
09.1993 - 03.1995

B.S - Computer Science

ST. JOHN'S UNIVERSITY

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KEYLA SERRANODirector Global Technical Account Manager Services