Nelly Corona
Atlanta,GA
Summary
Results-driven Partner Support Manager with extensive experience in regional support operations, vendor management, and customer satisfaction. Proficient in Office 365 applications (Word, Excel, PowerPoint, Teams, SharePoint, OneDrive) and skilled in leveraging Microsoft technology for planning, evaluation, and project execution. Adept at fostering strong partner relationships, coordinating technical training, and implementing cost-effective solutions. Proven ability to resolve escalated issues, optimize service processes, and lead cross-functional teams to drive operational efficiency and excellence.
Overview
9
9
years of professional experience
Work History
Partner Support Manager
Promethean
04.2020 - 10.2024
- Technology Support & Service Management: Managed regional support and service providers, ensuring customer-focused, high-quality services at competitive pricing. Oversaw reactive product support, escalations, and chargeable repairs
- Vendor & Partner Relations: Monitored and evaluated service providers, channel partners, and vendor performance for cost and efficiency improvements. Coordinated training for product installation and service for new technologies and partners
- Championed a culture of collaboration within the partner support team, fostering open communication and knowledge sharing between staff members.
- IT Expertise & End-User Training: Provided support for Windows, MacOS, Office 365, and hardware troubleshooting. Trained users on IT processes and issue diagnosis
- Process Improvement & Leadership: Led cross-functional teams to enhance operational workflows, resolve escalated service issues, and drive continuous improvement initiatives
- Project Leadership & Reporting: Directed technology projects and delivered insights using tools like Cognos and Microsoft BI, Salesforce and delivered comprehensive reports and recommendations.
- Customer-Centric Approach: Ensured exceptional service delivery through proactive monitoring, field investigations, and collaborative resolution of service issues
Regional Sales Associate
Promethean
06.2018 - 03.2020
- Developed strong relationships with key industry influencers, increasing brand visibility and credibility within the market.
- Maximized territory coverage by strategically planning daily visits to prospective clients based on geographical proximity and market potential.
- Organized regular training sessions for fellow team members on topics such as product knowledge, effective selling techniques, and customer relationship management best practices.
- Increased regional sales by implementing effective marketing strategies and establishing strong customer relationships.
Technical Support Specialist
Promethean
03.2016 - 06.2018
- Walked individuals through basic troubleshooting tasks.
- Recorded and maintained relevant notes for each client and work order.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
Education
High School Diploma -
Penn Foster Career School
Scranton, PASkills
- Ticketing system proficiency
- Software installation
- Technical support expertise
- Incident management
- Hardware diagnostics
- Escalation handling
- Microsoft windows and office
- Remote support
- Computer diagnostics
- Quality assurance
- Technical training
Languages
Spanish
Native or Bilingual
Timeline
Partner Support Manager
Promethean
04.2020 - 10.2024
Regional Sales Associate
Promethean
06.2018 - 03.2020
Technical Support Specialist
Promethean
03.2016 - 06.2018
High School Diploma -
Penn Foster Career School
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