Operations Manager
- Email:
- maria.d.acosta@hotmail.com
- Mobile:
- 512-917-6630
Summary
Highly accomplished Customer Service Professional with more than 15 years’ experience driving business and customer support optimizations to increase efficiency, facilitate organizational growth, and enhance revenue gains. Cross-functional management experience spanning customer support, sales, and human resources with sourcing, hiring, and training expertise. Innovative and influential thought-leader with a strong history of innovative enhancements to client experiences, and implementation of value-adds.
Specialities
- Team Manager
Skills
- Microsoft Office
- WordPress
- Adobe Illustrator CS 5.1
Spoken Languages
- English
Education
Bachelor of Applied Arts and Sciences
Texas State University, San Marcos, TX
Dell Business Process Improvement: Green Belt … Contact Center Dynamics for Leaders
Experience
Zilliant, Austin, TX 2007 to March 2011
Pricing solutions provider servicing B2B companies in adopting quantitative, data-drive practices, earning $25M annually.
Manager of Customer Support
Directed seven U.S. and Offshore Customer Support Engineers, as well as sourcing, operations, customer experience, and process improvement. Maintained and supported incoming revenue stream.
- Forged and scaled seven-person team to sustain 300% customer increase with zero customer loss.
- Slashed backlog of support cases 28% by leveraging offshore partnerships and increasing case management reporting and resource planning.
- Enabled on-going customer support through “Transition to Support” process that established criteria for customer readiness, documentation, and stability.
- Enhanced “Follow the Sun” communication by establishing account management functionality within Customer Support Engineers as well as “Assess, Analyze, and Resolve” process.
- Improved hiring and case management forecasting through new customer portal that created customer-specific, Engineer-specific, and general Customer Support reporting capabilities.
Dell Inc., Round Rock, TX 1997 to 2007
Number three technology solutions, services, and support provider worldwide with annual revenue of $60B.
Area Manager of Gold Technical Support
Manager of Client Technical Account Management
Regional Manager of Enterprise Field Services
Field Engagement Manager
Inside Sales Manager
Fast-track promotions culminating in role commanding customer-facing teams including 13 inside Sales Representatives with $30M quota, 34 Senior Engineers in Enterprise Field Services, five Gold Technical Account Managers, and 250 Agents and Managers within Gold Technical Support Call Center.
Maria D. Acosta … maria.d.acosta@hotmail.com … 512-917-6630 Page 2
- Pioneered Gold Technical Support business development project, establishing new $12M pipeline.
- Championed proactive support strategies increasing customer experience 10%, decreasing case escalations 30%, and cutting time-to-resolution 50%.
- Utilized Six Sigma Voice of the Customer Enterprise Field Services survey to maintain 95% customer satisfaction and 49% services delivered margin through continuous targeted hiring and training.
- Accomplished 260% increase in joint sales through account mapping project for Microsoft & Intel incentive programs.
Garnered Field Engagement Manager of the Quarter
Achieved Green Belt in Dell Business Process Improvement Program.
- Masterminded account specific strategies to bridge sales gap by increasing sales in services and peripheral sales to achieve 105% of quota.
Named Sales Manager of the Quarter.
Previous Employment Experience with Dell Inc.
Sales Representative
Individual contributor realizing sales successes including the following:
- Attained 115% of quota for two consecutive fiscal years through time-effective customer service, resulting in customer loyalty and increased repeat business.
Received Sales Representative of the Quarter.
Groups & Associations
- Williamson County Conservation Foundation
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