Maria Morales
Fontana
Summary
Customer Success Manager with extensive experience in telecommunications and IoT solutions. Expertise in managing enterprise accounts, ensuring successful onboarding, and driving customer adoption through strategic planning and proactive communication. Bilingual in English and Spanish, enhancing relationship building with diverse clients.
Overview
20
20
years of professional experience
Work History
Customer Success Manager
Webbing
12.2021 - Current
- Serve as the primary point of contact for strategic enterprise customers throughout the customer lifecycle.
- Manage a portfolio of enterprise IoT customers, ensuring successful onboarding, implementation, adoption, and long-term customer success.
- Led customer onboarding, implementation planning, and platform training to enhance user adoption.
- Build long-term customer relationships through proactive communication and strategic account management.
- Coordinated large-scale domestic and international IoT SIM deployments, ensuring timely execution and customer satisfaction.
- Partner with Sales, Technical Support, Operations, Logistics, and Billing to resolve complex customer issues.
- Analyze customer usage trends to identify risks, optimize performance, and recommend growth opportunities.
- Delivered business reviews and usage reports, facilitating informed decision-making for customers.
- Resolve high-priority customer escalations while maintaining strong customer satisfaction.
- Manage contract administration, order processing, and service provisioning.
Quality Assurance Manager
Firefly IT Asset Recovery (Sprint Business)
05.2017 - 06.2021
- Led operational quality initiatives supporting enterprise telecommunications implementations, enhancing customer success.
- Improved operational efficiency by implementing quality assurance processes and best practices.
- Managed enterprise customer implementations from quotation through deployment.
- Trained and mentored employees, resulting in improved service quality and operational performance.
- Oversaw equipment ordering, contract processing, activations, and provisioning.
- Developed reports for quality metrics, commissions, and account performance.
- Partnered with Sales to enhance customer satisfaction and retention efforts.
Business Account Executive
S&P Systems (Sprint Business)
04.2011 - 03.2017
- Managed a portfolio of more than 300 enterprise and government wireless accounts.
- Served as the primary advisor for enterprise wireless customers.
- Consulted customers on wireless solutions and optimized billing, rate plans, and contract renewals to enhance account value.
- Managed customer accounts and opportunities using Salesforce, RMS, and FDT to streamline operations.
- Partnered with Sales Representatives to identify account expansion opportunities.
- Achieved high customer satisfaction through proactive account management and effective issue resolution.
- Processed activations, upgrades, equipment orders, and service changes.
Customer Service Manager
Pirate Staffing
08.2010 - 03.2011
- Managed customer service operations, including recruiting, onboarding, payroll, and employee scheduling, to support team effectiveness.
- Established strong client relationships to enhance service quality and streamline operational processes.
- Negotiated vendor agreements to lower operational costs and improve service delivery.
Customer Service Manager
GLJ Inc. (Sprint Business)
08.2006 - 07.2010
- Oversaw customer service operations for business wireless customers, enhancing service delivery.
- Increased customer retention through proactive relationship management.
- Partnered with leadership to streamline customer support processes, increasing efficiency.
- Analyzed customer feedback to pinpoint opportunities for enhancing customer experience.
- Maintained detailed customer documentation and account records.
- Supported more than 200 enterprise and government wireless accounts.
Skills
- Customer Success Management
- Customer Onboarding & Adoption
- Customer Retention
- Enterprise Account Management
- Strategic Account Planning
- Project & Implementation Management
- IoT Customer Support
- Telecommunications
- Usage Analytics & Reporting
- Customer Health Monitoring
- Contract & Order Management
- Data Analysis
- Process Improvement
- CRM Platforms
- Excel Reporting
- Cross-Functional Leadership
- Executive Relationship Management
- Microsoft Office Suite
Languages
- English, Full Professional Proficiency
- Spanish, Native / Full Professional Proficiency
Timeline
Customer Success Manager
Webbing
12.2021 - Current
Quality Assurance Manager
Firefly IT Asset Recovery (Sprint Business)
05.2017 - 06.2021
Business Account Executive
S&P Systems (Sprint Business)
04.2011 - 03.2017
Customer Service Manager
Pirate Staffing
08.2010 - 03.2011
Customer Service Manager
GLJ Inc. (Sprint Business)
08.2006 - 07.2010