Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Work Availability
Timeline
BusinessAnalyst
Vicki Woody

Vicki Woody

Summary

Results-driven professional with substantial expertise in customer relationship management and support. Skilled at identifying and addressing customer needs to deliver tailored solutions that enhance satisfaction and loyalty. Known for exceptional team collaboration and adaptability to shifting priorities, ensuring consistent achievement of goals.

Overview

23
23
years of professional experience
4
4

Certifications

Work History

Customer Success Specialist

Avaya
03.2024 - 04.2025
  • Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
  • Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
  • Implemented process improvements that resulted in increased efficiency within the Customer Success team.
  • Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
  • Developed comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
  • Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
  • Managed a portfolio of key accounts, ensuring timely issue resolution and consistent communication with stakeholders.

Customer Success Manager/Strategic Account Manager

MITEL
07.2002 - 06.2023
  • Managed the largest UCaaS customer
  • Customers consisted of twenty (20) Platinum cloud customers ARR $5.8M
  • Superior Customer Advocate - quarterly retention rate average scored at 105%
  • Facilitated consistent revenue growth generated from customers
  • Responsible for successful migration of a senior living center to one of Mitel's premium partners
  • Planned and conducted cadence calls to review overall customer health, support issues, day-to-day issues, future projects and provide training
  • Partnered with internal resources to present additional value and expertise to clients
  • Conducted quarterly audits- analyzed data to determine customer health, billing issues, support statistics – aligned discrepancies
  • Ensured timely and successful delivery of solutions according to customer needs and objectives –High customer satisfaction scores
  • Spear headed a team of specialists to present enterprise system upgrade for the global travel organization – existing platform not meeting their needs effectively
  • Introduced and trained customers by giving them little “tricks of the trade” that produced “a-ha” moments
  • Developed email templates for Gainsight playbook
  • Generated pipeline to close revenue and attain quota - achieved 100% plus quota annually
  • Three time President's Club recipient
  • Built credibility and trust to influence client's buying decisions for thousands of customers over 21 years
  • Partnered with internal resources to present additional value and expertise to clients
  • Monitored sales performance metrics to achieve strategic account objectives
  • Negotiated prices, terms of sales and service agreements

Education

BSED, Northern Illinois University

Skills

  • Collaboration
  • Strategic Leadership
  • Strategic Communication
  • Team building and Training
  • Continuous Quality Improvement (CQI)
  • Customer Account Review
  • Adaptable, Flexible
  • Customer Needs Assessment
  • Cross Functional Team Player
  • Microsoft, Excel,
  • Gainsight & Tableau
  • Diplomatic Issue Resolution
  • Account Management
  • Renewal Opportunities
  • Salesforce CRM Experience
  • Define Customer Needs
  • Revenue Growth
  • Key Account Development
  • Customer Retention
  • Microsoft outlook
  • Contract Management

Certification

Richardson Sales Certified / Customer Experience Management Essentials Certificate/ Mitel Sales Professional Certificate

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Success Specialist

Avaya
03.2024 - 04.2025

Customer Success Manager/Strategic Account Manager

MITEL
07.2002 - 06.2023

BSED, Northern Illinois University

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Vicki Woody