Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Pam Hewitt

Neenah,USA

Summary

Cisco Renewal Support Specialist at CDW with over 10 years of experience in managing SMARTnet renewals, directly contributing to $20 million in quarterly revenue. Expertise in upsell strategies and customer success, leveraging data analysis to enhance client relationships and maximize ROI. Recognized for delivering exceptional service and providing strategic insights that drive business growth.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Cisco Renewal Support Specialist

CDW
Neenah, WI
12.2017 - Current
  • Managed end-to-end Cisco SMARTnet renewals and CX support for healthcare clients, ensuring accurate quoting and timely servicing.
  • Delivered average quarterly renewal revenue exceeding $20 million, driving consistent year-over-year growth.
  • Identified upsell opportunities, guiding clients toward Enterprise Agreements and Success Track upgrades.
  • Provided data-driven insights and strategic recommendations to clients and sales teams as a trusted advisor.
  • Educated clients on Cisco offerings to enhance ROI and streamline lifecycle management.
  • Maintained exceptional client satisfaction while maximizing gross margin on renewals.

Cisco Account Manager / Inside Sales / Federal Customer Service

Convergys
Appleton, WI
12.2012 - 12.2017
  • Generated over $5 million in annual revenue through effective management of international client relationships.
  • Achieved #1 national ranking for Purina Floor to Floor sales during 2016-2017.
  • Ranked as top inside sales specialist for VMware in 2013-2014.
  • Facilitated communication between clients and internal teams to ensure project alignment.
  • Identified upsell and renewal opportunities within Cisco portfolio to drive strategic growth.
  • Coordinated onboarding processes for new clients, enhancing overall service delivery.
  • Recognized for exceptional service delivery and advocacy on behalf of clients.

Education

Firefighter & EMT Training

Waukesha County Technical College
Pewaukee, WI

Telecommunications (911) Program

Northeastern Technical College
Green Bay, WI

Skills

  • Cisco SMARTnet account management
  • Customer success and relationship management
  • Enterprise agreements and renewals
  • Quote generation and deal structuring
  • Cross-functional collaboration
  • CX solutions and success tracks
  • Upsell and expansion strategy
  • Salesforce proficiency
  • Data analysis and pricing optimization
  • Conflict resolution and empathetic support

Certification

  • Cisco Blackbelt Certifications which include CSEP(Blackbelt Expert program), Enterprise Agreement 3.0, Partner Success Sales, Success Tracks and Cisco CX(Customer Experience Certifications).
  • Full Stack Solutions
  • Lifestyle Selling Tool kit 1 & 2
  • Platform and Tools- CCWR, Connect Dots, Cisco Entitlement, and Partner Cisco Ready Reports

Timeline

Cisco Renewal Support Specialist

CDW
12.2017 - Current

Cisco Account Manager / Inside Sales / Federal Customer Service

Convergys
12.2012 - 12.2017

Firefighter & EMT Training

Waukesha County Technical College

Telecommunications (911) Program

Northeastern Technical College

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