Maureen Ferraro

Responsible for fostering strong relationships with key customers, ensuring their success, and driving customer retention and growth. Acting as a as a strategic partner, work closely with customers to understand their business goals, deliver value, and ensure they maximize the benefits of our products and services.

• Implemented customer feedback loops to gather insights and improve products and services.
• Managed and maintained a portfolio of key accounts, fostering long-term relationships.
• Within 1 year exceeded upsell and cross-sale goals of 10% organic growth
• Led cross-functional initiatives to streamline processes and enhance customer experience.
• Created personalized onboarding experiences for new customers, including assigning appropriate resources, setting up goals and objectives, and providing best practices advice.
• Organized team activities to build camaraderie and foster pleasant workplace culture.
• Developed comprehensive training materials for internal staff on customer success processes and procedures.

Facilitate the million-dollar installations of IT equipment and configuring of large-scale wireless, CATV, Voice, and IoT networks by overseeing/directing a team of eight remote project managers in the MDU program

• Led cross-functional teams in the successful delivery of program milestones, ensuring alignment with organizational goals and objectives.
• Formulate and execute marketing strategies in close collaboration with several departments, including sales, engineering, and design
• Leveraged professional expertise to administer a portfolio of 180+ projects nationwide
• Designed and implemented salesforce and CPQ-integrated project management tools
• Created all MDU-related processes for customer interaction, support, and implementation from scratch by cooperating with cross-functional groups.

Spearheaded projects from conception through to completion per project scope, company strategy, and objectives

Identified, analyzed, and mitigated potential project risks to enhance operational efficiency

Served as the customer’s partner, and internal point of contact for all project communications

• Administered 25+ projects at any given time
• Updated internal and external constituencies on project status
• Awarded management of most challenging customers due to relationship building, problem-solving, and high transparency communication skills
• Launched Los Angeles’ most high-profile installation (UCLA) with 1,500+ student housing units and 3k residents with no downtime and issues with installation.

• Supervised operations of the school campus, including three administrative buildings, one athletics facility, an Olympic size swimming pool, track, and five sports fields
• Directed all aspects of buildings and maintenance programs, IT, security staff and access control, event planning, disaster recovery, food service, and transportation
• Key Achievements/Contributions:
• Organized campaign project worth $10M, including classrooms and athletics building renovations as well as turf replacement
• Upgraded school infrastructure, implemented hybrid in-house and cloud environment storage of data, and replaced existing telephone system by administering $1M in IT infrastructure upgrades
• Saved $75k in the first year through better negotiation of supplier contracts and management of vendors
• Improved response time by 6% by converting the paper-based CMMS process to a campus-wide web-based model.

• Provided exceptional services in all facility-related operations for Epson America’s Corporate Headquarters, multiple remote sales offices, and large distribution centers throughout US and Canada
• Managed a myriad of services, such as access controls and physical security, corporate travel, event planning, food services, purchasing, and logistics
• Oversaw the organization’s ISO 14001 environmental certification and programs, while sending contents back to Seiko Epson with aim of implementing across other sales and marketing locations
• Key Achievements/Contributions:
• Saved $500K in ancillary space by redesigning HQ building’s existing office furniture layouts as well as consolidating office leases
• Improved employee communications by sourcing and implementing enterprise-wide digital displays
• Received two Kaizen awards for innovation and process improvements
• Led numerous capital improvement projects, including replacement of carpet for a five-story building, tenant improvements within occupied space, and build-out of 350k SF warehouse.