Michael Dima
Scottsdale,AZ
Summary
Results-driven Customer Success Champion with 8 years of experience enhancing client satisfaction and driving sales growth. Skilled at identifying customer needs, delivering tailored solutions, and influencing decisions to drive retention and revenue. Strong sales background with a focus on IT, security, and web hosting, consistently exceeding targets and fostering long-term client relationships.
Overview
11
11
years of professional experience
Work History
Sr. Executive Response Specialist
Newfold Digital (Formerly Endurance)
01.2019 - Current
- Manages an average of 25 customer projects/escalations per month, ensuring timely delivery and resolution
- Addressed customer concerns and mitigated issues while identifying opportunities to upsell additional products and services
- Collaborate closely with various cross-functional teams (Compliance, Legal, and Marketing) to improve operational processes and advocate for the customer to drive better results
- Monitor social media platforms, phishing attempts, and spam alerts to safeguard brand reputation
- Assess risk and cost/benefit by leveraging data and analytics to make informed recommendations to the executive team to drive improvements
Web Support Specialist
Endurance International
02.2018 - 12.2019
- Fielded an average of 40+ inbound calls daily from existing customers, providing technical support in a high-volume, fast-paced call center environment
- Demonstrated creative problem-solving abilities to ensure customer satisfaction while reinforcing the company's reputation as a premier service provider
- Consistently exceeded KPI targets, tracking performance and ensured alignment with company/team objectives
- Collaborated with team members to share best practices, develop solutions, and enhance the customer experiences
Inbound and Outbound Sales Representative
SiteLock, LLC
07.2015 - 02.2018
- Pitched and sold website security services such as DDoS prevention, scanning, malware removal, and firewall
- Fielded on average 30+ calls per day from existing and prospective customers
- Consistently exceeded sales goals by selling $4,000+/month in incremental revenue
- Traveled to Houston and Utah offices to train new employees and share successful strategies, fostering team growth and knowledge transfer
Inside Sales Agent
Dish Network Corporation
11.2013 - 07.2015
Education
Associate of Arts - Audio Engineering & Business Management
Conservatory of Recording Arts And Sciences
Los Angeles, CA05.2016
Skills
- Salesforce Lightning
- Microsoft Office Suite
- SharePoint
- Hootsuite
- Executive-level support
- Technical support
- Conflict resolution
- Problem-solving
- Lead generation
- Time Management
Timeline
Sr. Executive Response Specialist
Newfold Digital (Formerly Endurance)
01.2019 - Current
Web Support Specialist
Endurance International
02.2018 - 12.2019
Inbound and Outbound Sales Representative
SiteLock, LLC
07.2015 - 02.2018
Inside Sales Agent
Dish Network Corporation
11.2013 - 07.2015
Associate of Arts - Audio Engineering & Business Management
Conservatory of Recording Arts And Sciences
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