Rebecca Meyer
Fishers,IN
Summary
Ready to offer exceptional leadership and planning abilities to take on new role in Customer Success setting. Demonstrated expertise in cultivating and managing exceptional teams to meet and exceed demanding targets. Passionate about collaboration and relationship building that drives organizational success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Director of Operations Customer Success
Spearhead Networks / Spearhead Consulting
Indianapolis
10.2018 - 09.2023
- Built, developed, and supervised team of 5-9 operations managers supporting 30+ sellers in pricing, contracting, order placement and order management of core data and voice services responsible for $2 million in annual market growth across a base of 4500 customers utilizing vendor partners such as AT&T, Verizon, Comcast, and Lumen.
- Operated alongside executive levels within a fast-paced startup environment: business strategy, problem solving, creating policy, conducting interviews while also supporting sales as an individual contributor, including a project of over 100 MPLS (AT&T VPN) locations.
- Planning and monitoring day-to-day activities, ops coaching, and conducted annual reviews.
- Reduced average cycle time from 10 business days to 3-5 days, based on design complexity, by creating job aids reducing turnaround within operations, streamlined engagement process including a minimum data set form improving quality, establishing weekly reports, team calls and chat support
- Swift escalation support of all open orders among various partner vendors, with knowledge of their unique systems, through the order flow cycle.
- Onboarded support staff and sales including submission of vendor systems access, coordination of training, ensuring both front-end and annual compliance is met among multiple vendor partners such as Verizon, AT&T, Comcast, and Lumen
- Collaborated with multiple internal departments including but not limited to Human Resources regarding staff management, payroll and both hiring and termination, and Finance handling compensation.
- Led system integration of operations into Zoho (CRM) to increase revenue through development of workflow automation, KPIs, establishing metrics, and monitor order management to improving compensation retrieval for the business.
- External collaboration with multiple vendor partners to improve the overall experience.
- Communicated all monthly sales promos, ongoing vendor training, and spiffs to appropriate departments.
Senior Customer Success Manager
IBM (formerly AT&T)
Indianapolis
08.2017 - 05.2018
- Maintain support of AT&T Virtual Private Networks and associated products for Enterprise Global Markets
- Support new, adds, and changes to accounts, tracking for order numbers and collaborating across various channels within IBM and AT&T
- Pursued continuous learning obtaining IBM badges for Agile and Design Thinking methodologies
- Accomplished cycle time of .5 days out of 5-day metric interval, thorough explanation of missing requirements with sales partners, setting proper turnaround expectations, quality checking data, detailed examination information, and explaining what and why information needed is with a sense of urgency
- Achieved 97% on-time performance (OTP) and 97% quality metric out of 90% objective, building network of technical contacts who would assist in confirming details before handoff, eliminating rework, and improving quality as well as trusted relationship with sales, ensuring high-quality work and client satisfaction.
Client Support Specialist
AT&T
Indianapolis
04.2005 - 08.2017
- Supported Sales by managing a variety of products including Domestic and Global AVPN, ANIRA, AVTS, AND BVOIP for order handoff of new service, and process account changes, and track order number information
- Gathered existing account information and obtained necessary technical data to process order handoff and worked with multiple internal groups to ensure successful installation of voice and data products
- Acted as Peer Mentor and SME participating in numerous pilot and ad-hoc projects including VP Associate Counsel focusing on customer success through product adoption of automated tools, and time studies, improving quality of data reported by CSS teams, reducing misroutes of work by preparing a training guide for Gate (work assignment team), building trust with downstream workgroups to improve quality of work received while decreasing cancellations
- Established pilot for Front-End Ordering through employee engagement, enabling sellers to gain 11 hours of time ($12.6M annual impact) to be used for retention efforts, and reducing dispute adjustments by 50% ($18.8M revenue savings)
- Led Director’s Advisory Team focusing on net promoter score (NPS), providing analytical results, and identifying areas to change or improve with training, increasing SME support, and enhancing escalation processes and simplifying complex order process
- Participated in Six Sigma Project, assisting Methods & Procedures’ Manager with Private Line ordering job aid solution that increased customer support by reducing cycle time of purchases which also resulted in saving company $64K+.
Education
Bachelor of Science (BS) - Marketing
Skills
- Microsoft Office
- Excel
- PowerPoint
- Outlook
- Microsoft Teams
- Salesforce
- Contract Management Software
- Zoom
- Webex
- Siebel
Accomplishments
- Achieved Key Contributor Award 10 of 15 years (AT&T) through effectively helping Sales with increasing revenue.
Certification
- Cause Selling - Training - December 2023
- Sales: Customer Success - December 2023
- Customer Success Fundamentals - November 2023
- Data For Good - Training - November 2023
Pilates, Hiking, Reading
I am passionate about staying active so whether I'm at home, reading a book on the treadmill, hiking at a nearby park or at my local Pilates studio, I love to incorporate those hobbies into my daily life which I find helps me reduce stress so I can focus on work-life balance and be my best self.
Timeline
Director of Operations Customer Success - Spearhead Networks / Spearhead Consulting
10.2018 - 09.2023
Senior Customer Success Manager - IBM (formerly AT&T)
08.2017 - 05.2018
Client Support Specialist - AT&T
04.2005 - 08.2017
Ball State University - Bachelor of Science (BS), Marketing