Rachel Renteria

SAM- Sr. Support Account Manager- Focus Service

Responsible For Account Management at the post sales level. Providing exceptional customer service at the highest level. Working with customers across the spectrum of Palo Alto’s Network. Meeting SLA’s accurately and maintaining consistent relationships with all customers. Post sales management with weekly or Bi-weekly meetings and quarterly account reviews. Provide incident analysis in order to improve network integrity.

• Founded and scaled the business, establishing operating processes and a network of 6 contractors
• Managed daily operations, vendor and contractor selection, scheduling, and quality control across 12 renovation projects
• Renovated and sold 9 homes, increasing property values by over 50% and selling all properties within a month using social media marketing
• Developed growth and customer-acquisition strategies while maintaining a high standard of customer service

• Led a team of 22 engineers and 3 support admins, owning hiring, performance reviews, training, and promotions
• Led successful deployments of cloud infrastructure projects and large-scale site initiatives, keeping delivery aligned with SLAs and customer expectations
• Drove high customer satisfaction through proactive account management and escalation handling [add CSAT score/metric]
• Spearheaded ongoing management and employee training programs [add detail from remaining bullets]
• Supported the 911 network across 17 states, a mission-critical public safety environment supporting Public Safety Answering Points (PSAPs) [add: number of PSAPs, uptime or SLA %]

• Sold CenturyLink solutions to [type of customers], partnering with sales engineers on technical discovery, solution design, and customer proposals [add: quota attainment, revenue closed, number of deals]
• Built and managed a pipeline of prospects and customer relationships, qualifying opportunities and working with sales engineers to move deals from scoping to close [add: pipeline size or notable wins]