Ashley Mendoza
Lawrenceville
Summary
Experienced Account Manager with a demonstrated history of working in the information technology and services industry. Skilled in Business Planning, Operations Management, Coaching, Sales, and Retail. Strong support professional with a Associate of Arts and Sciences (AAS) focused in Business Administrative Technology from Gwinnett Technical College.
Overview
22
22
years of professional experience
Work History
Senior Customer Success Specialist
Source Support Services
07.2021 - Current
- Managing active accounts in accordance to annual sales goals
- Identify and develop relationships with customer contacts to serve as a liaison for the customers and Source Operations
- Maintain regular meetings and coordinating with specific internal operations teams on behalf of the other CS Specialists
- Demonstrate success with Relationship marketing and maintain CSAT objectives
- Coordinate with Implementation teams the on-boarding of new accounts to ensure a successful transition to run rate volumes while preserving Customer Satisfaction
- Ability to analyze and report sales metrics
- Excellent presentation skills by telephone and through the use of current technology
Customer Success Specialist
Source Support Services
01.2017 - Current
Territory Account Manager
Source Support Services
06.2016 - 01.2017
- Matched service products to customer requirements, and closed contracts for defined services
- Collaborated with marketing, support and product management to facilitate new sales programs, messages, campaigns, and offerings
- Ensured hand offs to operations and support are successful, and exceeded customer satisfaction
- Responsible for generating new business accounts to comply with company growth goals
- Coordinated with operations the on-boarding of new accounts signed to ensure a successful transition
- Handled a variety of administrative responsibilities including marketing, reporting, and database management
- Produced and improved new sales documents and materials
Call Coordinator
Source Support Services
06.2015 - 06.2016
- Responded to inbound phone and electronic requests for technical assistance with computer products with a high degree of urgency and accuracy.
- Logged problem tickets for customers and issued RMA/Call numbers in database.
- Ensured complete and accurate information within the call to ensure proper routing and handling by Help Desk Technicians.
- Assisted Technicians with call load management in order to meet the required response times.
- Managed all customer situations in a professional and courteous business manner with an emphasis on customer satisfaction.
- Documented all communications with customers as it related to outstanding technical issues.
Operations Supervisor
Best Buy
09.2005 - 08.2012
Customer Service Representative
Best Buy
09.2004 - 09.2005
Inside Sales Supervisor
Malibu Grand Prix
08.2003 - 07.2005
Education
Associate of Arts and Sciences (AAS) - Business Administrative Technology
Gwinnett Technical College
12.2017
Certificate - Business Administration and Management, General
Gwinnett Technical College
12.2015
Skills
- CRM software
- Customer onboarding
- Sales support
- Call escalation
- Report generation
- Problem-solving
- Relationship building
- Problem resolution
Timeline
Senior Customer Success Specialist
Source Support Services
07.2021 - Current
Customer Success Specialist
Source Support Services
01.2017 - Current
Territory Account Manager
Source Support Services
06.2016 - 01.2017
Call Coordinator
Source Support Services
06.2015 - 06.2016
Operations Supervisor
Best Buy
09.2005 - 08.2012
Customer Service Representative
Best Buy
09.2004 - 09.2005
Inside Sales Supervisor
Malibu Grand Prix
08.2003 - 07.2005
Certificate - Business Administration and Management, General
Gwinnett Technical College
Associate of Arts and Sciences (AAS) - Business Administrative Technology
Gwinnett Technical College
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