Monique Castillo-Kraft
Dallas,TX
Summary
I am dedicated to helping customers achieve their goals through the effective use of technology. I have developed a deep understanding of the challenges that organizations face, and the strategies required to overcome them. My passion for delivering exceptional customer experiences is reflected in my ability to build strong relationships and collaborate effectively with stakeholders at all levels of an organization. I am a natural problem solver and take pride in being able to identify opportunities for improvement and develop effective solutions.
Overview
17
17
years of professional experience
4
4
Certificate
Work History
Customer Success Manager EDU
Microsoft
03.2022 - Current
- Drives business value through higher adoption and usage of technology solutions
- Collaboratively drives adoption and change management activities with key Business Decision Makers, helps reduce implementation risk, and identifies expansion opportunities
- Helped enterprise customers exceed their business goals, deriving maximum and measurable ROI through adoption that leads to higher usage of technology solutions.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Played instrumental role in client satisfaction by working with operational teams and partner teams for proper resolution of service issues.
- Created customer support strategy to increase customer retention.
- Attended and presented trade shows and seminars to promote products and network with industry contacts.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Achieved 100% attainment of consumption quota managing a territory of 80+ accounts with a total revenue target of 7.6 million.
- Managed a team of five professional trainers work scope in the Midwest region.
Digital Sales Representative
Microsoft
10.2021 - 03.2022
- Managed opportunities and leads to develop a healthy pipeline to achieve targets; fosters sales through cross-sell and upsell efforts
- Engaged internally through sharing expertise, continuous improvement efforts, and upholding and enhancing operational excellence standards
- Maintained compliance with sales and corporate policies and practices
- Collaborated across teams and enables sales through staying current in training and development, and through branding and social selling techniques.
- Developed sales leads and uncovered new business opportunities through prospecting and referrals
- Developed strong relationships with partners and negotiated pricing following established procedures.
- Grew and maintained pipeline growth of over 1.2 million in revenue per six months.
Business Operations Associate
Microsoft
04.2021 - 10.2022
- Provided sales and marketing support through knowledge of targeted marketing and strategic sales.
- Developed reports to inform management and stakeholders.
- Negotiated contracts with vendors and clients.
- Liaised with clients to provide status updates on accounts and projects.
- Monitored and tracked project execution of tasks.
Education Specialist
Beedle
11.2020 - 04.2021
- Worked with educators to support educational success, learning and achievement.
- Developed solutions to improve performance.
- Identified methods and tools to promote student success in project-based learning.
Learning Consultant
Microsoft
02.2020 - 04.2021
- Designed course materials and supported implementation.
- Teamed with subject matter experts in evaluation and revision of training tools in order to continually improve learning platforms.
- Contributed to development of comprehensive employee training courses.
- Provided subject matter expertise on all courses, materials and lesson plans.
- Targeted diverse learning modalities in development of new course content and training programs.
- Delivered private instruction to adult learners in variety of fields on leadership development, professional writing, business communication and delivery of proposals and presentations.
- Continuously delivered top-quality training documentation, manuals, and tools addressing needs of specific groups.
- Trained over 5000 users yearly on technology solutions.
- Presented at large scale conferences to audiences of over 100+
ESL teacher
VIPKid
01.2018 - 04.2021
- With 10+ years of experience in early childhood education
- Expertise in guiding young children to cultivate their thinking and behavioral patterns
- Provided 1-on-1 online full immersion language and content classes based on the US common core state standards
- Directed learning to achieve student engagement
- Design technology based instruction.
Student Support Advisor
K12
01.2019 - 02.2020
- Oversee a caseload of over 200 students and families as main point of contact
- Coordinate with cross functional teams to deliver high quality customer service/support
- Overseesuccessful onboarding process for students and families
- Facilitate social emotional learning programs
- Initiate meaningful, monthly recurring contact between students and learning coaches
- Provide outreach, training, and support to customers
- Educational and technology presentations for groups of 300+
- Daily use of technology/software based programs such as Office365, OneNote, Blackboard
- Collaborate, Skype forBusiness, and more.
Virtual Administrative Assistant & Client Relations
Castillo Boot Company
06.2006 - 12.2015
- Established, developed, maintained, and updated filing system for departments
- Answered phones in professional manner
- Processed client orders, invoices, and payments
- Performed basic bookkeeping duties
- Created and maintained database records
- Use of computer and computer systems to enter data, set up functions, and process information
- Develop relationships with loyal customers to attract and close additional business
Education
Bachelor of Arts - BA - Educational Studies
Arizona State University
2017
Skills
- Strategic Initiatives
- Forecast Tracking
- Client Account Management
- Customer Satisfaction
- Customer Relations
- Project Management Abilities
- Technical Support
- Product Organization
- Problem-Solving Ability
- Strategic Vision
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Success Manager EDU
Microsoft
03.2022 - Current
Digital Sales Representative
Microsoft
10.2021 - 03.2022
Business Operations Associate
Microsoft
04.2021 - 10.2022
Education Specialist
Beedle
11.2020 - 04.2021
Learning Consultant
Microsoft
02.2020 - 04.2021
Student Support Advisor
K12
01.2019 - 02.2020
ESL teacher
VIPKid
01.2018 - 04.2021
Virtual Administrative Assistant & Client Relations
Castillo Boot Company
06.2006 - 12.2015
Bachelor of Arts - BA - Educational Studies
Arizona State University
Certification
Prosci® Certified Change Practitioner Career Essentials in Generative AI Microsoft Certified: Azure Fundamentals
Certifications:
Microsoft Certified: Dynamics 365 Fundamentals (CRM)
Microsoft 365 Certified: Fundamentals
Honors & Awards:
Microsoft Sales Academy Honors 2021
ISTE & TCEA Presenter
Microsoft Innovative Educator Expert 2020-2021 - Microsoft Microsoft Innovative Educator Trainer - Microsoft Accessibility in Action - Microsoft Microsoft 365 Certified: Fundamentals - Microsoft Microsoft Certified: Dynamics 365 Fundamentals (CRM) - Microsoft Microsoft Certified: Azure Fundamentals - Microsoft Microsoft Sales Academy - Microsoft Prosci Certified Change Practitioner - Prosci Skills Sales Collaborative Problem Solving Large Scale Change Management Project Management Educational Technology Training Communication Sales & Marketing Notary Public Microsoft Office