Overview
Work History
Education
Skills
Timeline
Generic

Shamila Quayes

Overview

8
8
years of professional experience

Work History

Technical Account Manager

ServiceNow
10.2023 - Current
  • Delivered OpenTelemetry and Incident Response solutions for customer cloud ecosystems within the Cloud Observability platform
  • Led weekly product demonstrations for clients, showcasing how the tool worked, covering new features, best practices, and code reviews (e.g., multi-telemetry joins, UQL coding sessions, log analysis)
  • Implemented a cloud observability adoption program for AT&T, monitoring 70% of their internal applications and IT infrastructure
  • Created dashboards for in-depth analysis of metrics related to outages and incidents across the organization
  • Increased product usage by 160% from January to April 2024
  • Collaborated across functions to manage feature enhancements and bug fixes, ensuring client satisfaction and seamless product performance
  • Developed and delivered workarounds and fixes within the tool to meet client privacy requirements
  • Managed and maintained usage and revenue dashboards, providing critical insights to support business decisions and track performance metrics
  • Conducted interviews, assessing candidates' qualifications, skills, and cultural fit

Senior Customer Success Account Manager

Microsoft
05.2021 - Current
  • Led a team of over 30 members in engineering, product, and sales across Microsoft's business units to deliver a seamless customer support experience to $5M worth of Capital Market accounts in Financial Services
  • Managed critical technical escalations to ensure timely resolution of customer issues
  • Proposed and implemented process improvements in IT infrastructure and Azure environments for major Capital Markets clients, resulting in a 35% reduction in time needed to resolve technical incidents
  • Exceeded Azure Consumption Revenue goals for client portfolio by achieving 25% growth per year
  • Exceeded Business Application Revenue goals (Microsoft 365) by achieving 15% growth per year
  • Spearheaded initiatives that resulted in team mastery of Azure Certifications with a 100% pass rate for one Microsoft certification per quarter
  • Collaborated with Digital Sales Specialists to increase Unified Support Contract Renewals for portfolio by 18% per year
  • Developed a PowerBI dashboard for tracking Azure Consumption Revenue for Federal/Government Customers in partnership with the Chief of Staff team, providing customer-facing roles with real-time consumption data to identify growth opportunities and gaps
  • Served as the lead for renewals and new clients, presenting and onboarding new clients to Unified Support
  • Managed a PowerBI dashboard for monitoring support request data within the Capital Markets Vertical

Compliance and Risk Data Specialist

Amazon (Logistics)
08.2019 - Current
  • Maintain relationship with DSP (Delivery Service Partners) earning trust and conducting multiple DSP Transportation Compliance audits per week that determine DSP compensation, identifying areas of improvement, and hosting weekly office hours to improve and upkeep relationship with DSPS as they are first time business owners
  • Used a data-driven approach to share DSP Audit Score insights, DSP Compensation Analysis, and Quality Scores to determine areas of risk, increase efficiency in auditor workflow, and identify new growth opportunities for customers (DSP)
  • Drove 5% DSP Audit Score Improvement for new and current DSPs by conducting gap analysis by realigning scoring structure (Average 88% score to 93%)
  • Standardized and wrote communications documents to be used for US team
  • Collaborated with technical team to develop automated internal tool to complete Audits with 80% more efficiency than with Excel
  • Developed process for conducting checks to ensure all hazard pay bonuses are paid to DSP drivers/ employees (500 DSPs and their employees and growing)
  • Own compliance validation process for new DSP launches and onboarding processes, determining if DSPs are ready for launch
  • Launched and developed specifications for Rural Delivery Service Provider (HUB) Program and built processes to onboard new DSPs using 50% less manual actions
  • Developed specifications E-Bike Delivery Program and developed specifications and processes for compliance data ingestion for May 2021 Launch
  • Developed standardized process to outline growth opportunities for DSPs to have more involvement with Amazon in collaboration with business team
  • Spearheaded new hire training training program by creating training videos and interactive training documents, reducing onboarding time for new hires in North America Region from 4 weeks to 2 weeks
  • Trained and mentored offshore analysts (India) on analytics to improve quality of reporting by decreasing defects by 12%

Technical Account Manager

Amazon (Kindle Comics)
04.2018 - 08.2019
  • Analyzed performance metrics to effectively negotiate contract terms and renewals while strategizing revenue-generating sales for publishers' releases
  • Provided comprehensive analysis and recommended new strategies to publishers regarding Kindle Unlimited
  • Increased sales engineering effectiveness by identifying short-term and long-range issues in promotion data that was manually entered during 2017-2019
  • Engaged in tool and process improvements to streamline customer success activities and services by working with offshore and internal teams in order to restructure responsibilities (such as manually inputting data, system audits, and internal database organization) to create a 50% increase in efficiency for US TAMs (saving 80+ hours in one instance)
  • Intensive use of SQL in combination with Amazon tools to ensure smooth internal operations and hit hard deadlines for client and customer needs
  • Increased employee satisfaction and retention rates by managing a project to transfer Amazon's existing application system to map and showcase professional growth and training opportunities
  • Provided gap analysis in the 5 year transition of acquired start up Comixology to Amazon Kindle to create seamless experience for not only customers, but publishers alike

Technical Account Manager

Microsoft
07.2016 - 03.2018
  • Directly responsible for the overall growth, quality, and satisfaction of the customer's relationship with Microsoft Enterprise Support.
  • Orchestrated campaigns to increase sales and consumption of strategic Microsoft technologies such as Azure, M365 and Dynamics 365 by leveraging Account Team Units, Specialist Technology Units and engineering to help lead customers in the Oil and Gas Industry on digital transformation journey
  • Implemented up-selling strategies to oil and gas industry stakeholders by focusing on live demonstrations enabling IT to improve the business by serving as change agent to advocate and the case for transformation
  • Created program to identify and pursue support service growth opportunities, identifying areas of improvement for team
  • Drove team revenue by 10% by hosting weekly reviews of team target dashboards
  • Generated a 15% rate in account growth by improving the support ticket case management to increase sales.

Education

Bachelor of Science - Operations Research and Information Engineering

Cornell University
Ithaca, NY
2016

Skills

  • Python C JavaScript Solidworks SQL Excel UQL
  • SalesForces/ GainSight/ Dynamics365/ PowerBI
  • Account management
  • Client Services
  • Microsoft Certifications ( AZ-900, SC-900, MS-900, PL-900)
  • Compliance and Risk
  • Account Management
  • English French Bengali

Timeline

Technical Account Manager

ServiceNow
10.2023 - Current

Senior Customer Success Account Manager

Microsoft
05.2021 - Current

Compliance and Risk Data Specialist

Amazon (Logistics)
08.2019 - Current

Technical Account Manager

Amazon (Kindle Comics)
04.2018 - 08.2019

Technical Account Manager

Microsoft
07.2016 - 03.2018

Bachelor of Science - Operations Research and Information Engineering

Cornell University

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Shamila Quayes