Summary
Overview
Skills
Work History
Education
Work Preference
Languages
Affiliations
Timeline
AssistantManager

Leslie Johnson

Summary

Technical Account Manager with 5 years of hands-on experience in software development and web technologies to support large enterprise accounts. Develops and promotes value realization that translates into closed new business, renewal and upsell opportunities. Proven record of successfully proposing technical solutions by presenting complex concepts in easy to understand terms and building strong, long-lasting relationships with senior executives and project level resources.

Overview

20
20
years of professional experience

Skills

  • IT Infrastructure Management
  • Training and mentoring
  • Business process improvement
  • Incident Management
  • Software Development Lifecycle
  • Planning and coordination
  • Relationship Building
  • Product and service knowledge
  • Customer Technical Support
  • Customer Account Management

Work History

Senior Technical Account Manager

Oracle Inc.
02.2020 - Current
  • Serves as an advocate and trusted business/technology advisor and alliance manager for large enterprise customers
  • Actively participated in industry events, staying up-to-date on the latest trends affecting our customers'' businesses.
  • Ensured adherence to industry best practices in all aspects of account management activities.
  • Proven track record of maintaining excellent healthy business relationships resulting in exceeding year over year services revenue
  • Developed and executed strategies to ensure the successful implementation of new and existing services
  • Representation for the client support relationship to resolve highly competitive situations
  • Worked closely with customer senior executives to identify new business opportunities and implemented Oracle Products and services to increase Return on Investment, reduce costs and increase customer satisfaction
  • Respond to customer inquiries to determine appropriate resolution path or service improvement strategies
  • Maintain product, platform, and industry knowledge necessary to offer broad support to customers increasing the ability to recognize new business opportunities
  • Facilitate strategic account discussions in conjunction with Sales and Professional Services, to ensure a positive customer experience
  • Work with other support departments to meet service goals and achieve service level agreements (SLAs)
  • Work with technical support team to ensure full understanding of client requirements and needs per market segment
  • Work with customers and/or partners to receive accurate information used to analyze and diagnose product and service issues
  • Analyze user use cases, workflows, data and feedback to ensure best practices are being used.

Web Program Manager | Content - Database Management | Web Analyst

Motorola Mobility
11.2014 - 02.2020
  • Reduced contact center hours and expenses and played key role in decreasing Motorola's visits to Contact Us pages visits by approximately 40% per region by re-designing and creating self-service options
  • Enhanced customer satisfaction tracking and monitoring by launching Motorola Site feedback surveys for customer input
  • Saved website and contact center costs by leading and implementing cross sell project allowing for creation of new product pages in unsupported countries
  • Enriched customer and user experience by overseeing project development of new product country selectors to update look and feel for Motorola's support website
  • Improved customer web experience by maintaining trouble ticket system, resolving all website updates, and enhancements requested by localized teams, ensuring asks are then assigned to appropriate teams for resolution
  • Expanded brand identity by developing construct and managing global web content, including FAQs, uploading User Guides, and creating guided assistance tools for web and call center agents
  • Advanced Motorola support site look and feel by designing images within Adobe Photoshop
  • Generated uniform customer experience by creating marketing mailing campaign templates
  • Monitor web analytics to enhance website user experience.

Motorola Web Content Editor

Teleperformance USA
08.2012 - 11.2014
  • Enhanced website user experience by developing and implementing engaging content strategies.
  • Worked closely with developers to ensure seamless integration of written content within the overall site design framework.
  • Improved corporate brand by creating, developing, and managing content for Motorola's worldwide product web presence with content management software, including html editing
  • Content created is used for both customer-facing and internally for contact center agents
  • Maintained productivity by coordinating web projects across departments, delivering latest content to call center agents and on Motorola's online presence
  • Developed and drove overall user education strategy by collaborating with product and engineering teams for boosting user engagement and product usage
  • Optimized user experience and increased online self-help by analyzing user behavior data through analytic reports across thousands of Help Center pages, creating specific help content.

T.O.P.S Coordinator (Manager) - Motorola Call Center Account

Teleperformance USA
01.2011 - 01.2012
  • Requested as Teleperformance Operational & Processes Standards (TOPS) Coordinator to Motorola account due to effective management of top performing team that met and exceeded all required metrics monthly
  • Regularly monitored and met with management staff to ensure management adhered with TOPs compliance
  • Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
  • Entered data, generated reports, and produced tracking documents.
  • Ensured all Management staff adheres to TOPS policies to ensure enhanced workflow and productivity
  • Attained TOPS management compliance by conducting one-on-one weekly meetings with management staff, ensuring all teams were reaching daily, weekly and monthly KPIs
  • Achieved official site certification by collaborating with support team for successful launch of management program.

Motorola Technical Support Supervisor - Inbound Call Center

TELEPERFORMANCE
01.2009 - 01.2011
  • Administered performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans to management and agents
  • Coordinated interviewing, hiring, and training customer service representatives
  • Provided quality customer service with high volume technical support call center by managing, training, and mentoring teams of 15 to 25 employees.

Education

Bachelor of Arts - Business Management

Keiser University
Fort Lauderdale, FL

Work Preference

Work Type

Full Time

Work Location

RemoteOn-Site

Important To Me

Company CultureWork-life balanceCareer advancementHealthcare benefitsFlexible work hours

Languages

English
Native or Bilingual

Affiliations

  • Delta Mu Delta Honor Society

Timeline

Senior Technical Account Manager

Oracle Inc.
02.2020 - Current

Web Program Manager | Content - Database Management | Web Analyst

Motorola Mobility
11.2014 - 02.2020

Motorola Web Content Editor

Teleperformance USA
08.2012 - 11.2014

T.O.P.S Coordinator (Manager) - Motorola Call Center Account

Teleperformance USA
01.2011 - 01.2012

Motorola Technical Support Supervisor - Inbound Call Center

TELEPERFORMANCE
01.2009 - 01.2011

Bachelor of Arts - Business Management

Keiser University

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Leslie Johnson