Lisa B. Cooper
Clarence Center
Summary
Motivated IT professional experienced with identifying client needs and delivering customized solutions that drive business success. Utilizes strong analytical skills to plan, organize and develop effective strategies and implement them seamlessly. Track record of fostering strong client relationships and ensuring satisfaction through consistent, results-driven performance.
Successfully guided numerous projects from inception to completion, exceeding all established goals. Possess a strong customer-focused approach to all initiatives, with the objective of establishing longstanding relationships with both external and internal business partners ensuring optimal client satisfaction and business growth. Demonstrated ability to effectively communicate complex information and provide strategic insights. Proven ability to support cross-functional teams and priorities in fast-paced, dynamic environments.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Renewal Solutions Advisor
CDW
05.2023 - 10.2024
- Owns the renewal and maintenance strategy for 20+ territory accounts
- Responsible for proactively managing assigned clients’ entire renewal portfolio, renewal tracking, notifications and renewal follow-up
- Manage pipeline of renewal business to attain quota and ensure all opportunities are forecasted
- Develops and maintains account relationships to maximize long-term sales opportunities
- Conduct data analytics through contract and inventory analysis, reconciliation, and spreadsheet work
Cisco Services Brand Champion
Zones
10.2021 - 03.2023
- Instrumental member of the Cisco services, CX and software teams handling smartnet, EA agreements, DNA, SAAS, etc
- Assisted in improving the renewal process for Cisco subscriptions
- Involved in all aspects of Cisco renewals for 15+ accounts
- Supported and educated internal associates on the ins and outs of Cisco services
Cisco Contract Specialist
World Wide Technology
03.2020 - 10.2021
- Deliver critical support to WWT’s customers by proactively managing their service contracts and subscription renewals
- Be a resource for WWT account teams and internal operations teams for service offerings, contracts, policies and tools
- Responsible for owning service contract management; identifying and quoting OEM service contract renewals, working with the WWT Inside Sales Representative and Procurement Specialists to ensure orders are properly set up and close on time
- Provided high level support as the individual point of contact for 20+ accounts including Southwest Airlines, Methodist Health Systems & Diamondback Energy
Sr Support Representative-Cisco Smartnet
Ingram Micro
10.2016 - 03.2020
- Maintain a detailed understanding of Cisco’s technology and their key competitive products
- Consistently achieve short-term and long-term sales and market share goals set forth
- Resolve escalations on moderate to complex functions of order management with speed and accuracy in a fast-paced environment
- Provide training and issue resolution to partners, as well as support partners' needs by using Cisco knowledge
- Educating sales associates on Cisco Services programs, marketing campaigns, pricing programs, and providing training to customers when appropriate
Market Development Specialist-Cisco Smartnet
Ingram Micro
05.2011 - 09.2016
- Lead educational sessions with customers and help support sales in closing deals
- Onboarding Coach (assigned point of contact) for new hires to assist with training and answer questions through their learning process
- Leverage relationships to grow market share, revenue and profitability
- Troubleshoot issues arising within registration and quoting processes
- Generate repeat business through successful customer follow-up
- Commissioned for achieving overall revenue objectives through active selling within Cisco Services
Market Development Administrator-Cisco Smartnet
Ingram Micro
09.2008 - 05.2011
- Assist the Sales team with all service issues and customer quotations
- Aid in training new members of the team
- Manage Teracai and Fiserv’s accounts; assisting with all service needs and contract issues
- Help simplify the process of selling, managing, and renewing Cisco Services to achieve higher efficiency
- Communicate with diverse levels of internal and external associates and customers on SMARTnet Services
- Contribute to the company’s goal in building a profitable, predictable, renewable services contract business
Administrative Assistant
Northpointe Council, First Step Center
08.2005 - 09.2008
- Manage overall office procedures to ensure efficient processes
- Data entry of all patient information on a daily basis
- Liaison between Department of Social Services & First Step Center
- Maintain confidentiality when organizing and sorting patient records
Special Events Assistant
The Hospice Foundation
04.2001 - 01.2002
- Assisted in the strategic planning and execution of major fund-raising events
- Solicited in-kind donations for special events and coordinate events in the community benefiting Hospice services
- Managed logistical means of staff conferences, committee meetings and event registrations
- Served as liaison between the foundation and the local community
Executive Assistant to the V.P. of Operations
Philadelphia KiXX Professional Soccer Team
06.1999 - 08.2000
- Responsible for travel coordination including booking flights, hotels and rental cars, creating a detailed itinerary and making living arrangements for team members during the season
- Assisted public relations department with team appearances and press releases
- Game day responsibilities; operate score board, assist with statistics, communication and coordination link between television crew and on-field officials
Education
Master of Arts - Integrated Marketing Communications
St. Bonaventure University
12.2004
Bachelor of Arts - Journalism/Mass Communication
St. Bonaventure University
05.1998
Skills
- Client engagement
- Problem solving
- Strategic planning
- Relationship building
- Conflict resolution
- Time management
- Attention to detail
- Multitasking Abilities
- Excellent communication
- Team building
Certification
Cisco Customer Success Manager, 02/23
Timeline
Renewal Solutions Advisor
CDW
05.2023 - 10.2024
Cisco Services Brand Champion
Zones
10.2021 - 03.2023
Cisco Contract Specialist
World Wide Technology
03.2020 - 10.2021
Sr Support Representative-Cisco Smartnet
Ingram Micro
10.2016 - 03.2020
Market Development Specialist-Cisco Smartnet
Ingram Micro
05.2011 - 09.2016
Market Development Administrator-Cisco Smartnet
Ingram Micro
09.2008 - 05.2011
Administrative Assistant
Northpointe Council, First Step Center
08.2005 - 09.2008
Special Events Assistant
The Hospice Foundation
04.2001 - 01.2002
Executive Assistant to the V.P. of Operations
Philadelphia KiXX Professional Soccer Team
06.1999 - 08.2000
Bachelor of Arts - Journalism/Mass Communication
St. Bonaventure University
Master of Arts - Integrated Marketing Communications
St. Bonaventure University
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