Tonya Baumgartl
Clayton,NC
Summary
Expert in managing complex customer lifecycles and leading cross-functional teams to optimize service delivery. Achieved significant improvements in customer health scores and operational efficiency through strategic initiatives and effective staff training. Dedicated to enhancing client relationships and ensuring compliance across diverse accounts.
Overview
1
1
Certification
18
18
years of professional experience
Work History
Custodial Supervisor
JoCo Office & Floor Cleaning LLC
Raleigh, NC
08.2025 - Current
- Direct daily operations, route logistics, and staff scheduling for a premier commercial cleaning provider.
- Supervise a team of five to enhance service quality for companies across Raleigh area.
- Manage high-value client contracts across multiple office and facility accounts, maintaining 100% compliance.
- Optimized service delivery routes to maximize operational efficiency and uphold client satisfaction.
Customer Success Manager
Lumen Technologies
01.2021 - 01.2026
- Manage end-to-end customer lifecycles and complex multi-site technical deployments from onboarding through renewal.
- Achieved top ranking on team for customer success activity, strategic account engagement, and proactive portfolio health management.
- Exceeded growth and retention goals by 150% and achieved 200% quota attainment for consecutive quarters by identifying account expansion opportunities and protecting recurring revenue.
- Elevated customer health scores by up to 70% by establishing structured communication cadences, evaluating competing priorities, and mitigating emergent risks.
- Led executive and C-suite business reviews (QBRs/TBRs), translating complex operational, billing, and technical data into insights that informed strategic decisions.
- Managed a high-stakes partnership with Red River to successfully deploy and support specialized technical workflows for hundreds of VA hospitals.
- Coordinated cross-functional teams across engineering, project management, and billing to ensure on-time, seamless execution of multi-site program rollouts.
- Manages large scale enterprise initiatives, including a 50+ site deployment migration for Eastman Kodak and a 20+ site legacy migration for Titan Machinery.
- Serve as the strategic partner and project lead for a high-value enterprise account portfolio.
Implementation Manager
Lumen Technologies/CenturyLink
01.2015 - 01.2021
- Successfully implemented a 30+ site, billion-dollar customer solution, enhancing operational efficiency and scalability.
- Facilitated cross-departmental collaboration to resolve escalations and ensure seamless customer experiences.
- Delivered comprehensive remote and on-site training for enterprise and government clients, enhancing user proficiency.
- Co-founded BroadSoft Customer Assistance Team (BCAT); served as subject matter expert and provided training.
- Provided 24/7 remote support, ensuring system reliability and customer satisfaction.
- Designed and programmed complex telephony systems for businesses, including call flows, auto attendants, hunt groups, and device management.
Senior Dispatcher
TEK Systems/CenturyLink
01.2009 - 01.2015
- Coordinated daily dispatch operations for telecommunications service requests.
- Managed communication between field technicians and customer service teams.
- Utilized dispatch software to track and prioritize service calls efficiently.
- Optimized resource allocation and job scheduling, enhancing on-time service delivery.
- Coordinated cross-departmental schedules to resolve roadblocks and facilitate client onboarding.
Skills
- Operational oversight
- Service optimization
- Contract negotiation
- Client relationship management
- Customer onboarding
- Client retention strategies
- Team leadership
- Staff scheduling
- Cross-functional collaboration
- Strategic communication
- Problem solving
- Staff development
Certification
- AI GROWTH MINDSET
- Certified Customer Service Professional (CCSP)
Timeline
Custodial Supervisor
JoCo Office & Floor Cleaning LLC
08.2025 - Current
Customer Success Manager
Lumen Technologies
01.2021 - 01.2026
Implementation Manager
Lumen Technologies/CenturyLink
01.2015 - 01.2021
Senior Dispatcher
TEK Systems/CenturyLink
01.2009 - 01.2015