Dominique F.

Experience

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  Verizon Wireless

  Aug 2004 - Mar 2008

  Shift Lead Communication Specialist

  •Assist in the implementation of sales and customer service programs, while effectively working with staff to achieve goals. •As an acting manager on duty, effectively handle emergency situations, which develop within the store or our customer service phone support. •Began to training of our business/corporate division with Business Channel Representatives and Sales to present and provide proposals to small and enterprise businesses with new telecom services and renewals. •Lowered churn among our customers and achieve it in all possible methods. •Performing in various transactions such as payments, credit applications, and other varies tenders. •Intermediate including stock replenishment, general housekeeping of the store, ordering supplies for the store and completing opening/closing critiques. •Safeguard company funds, property and store inventory from internal and external losses. •Selling technique and knowledge of our service and products. •Completed training and assessments when needed to further knowledge in a product, service or procedure. •Also to ensure that all customers receive superior customer service and satisfactory.•Presented proposal to business or corporate and trained with Business Channel Representatives and Sales Show less

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  Rackspace

  Mar 2008 - Feb 2017

  An AUP specialist's primary function is to inform customers of complaints received: CE, Copyright (DMCA) or Trademark infringement, phishing sites and emails, possible compromised servers or sites, blacklisting, or spam. We would promptly resolve these issues while providing high-level guidance for the customer to address, understand, and solve these complaints and violations, including how to avert reoccurrences. As an AUP admin, I mastered all various hosting technologies, such as Cloud, Dedicated Hosting and Private Cloud, Email Hosting, and how customers were used by customers for their business while complying with our Acceptable Use Policy. I've investigated basic to complex complaints to determine validity and time to address them while maintaining current awareness of the legal legislation that affected the Acceptable Use Policy. Worked with customers to ensure they complied and followed the Acceptable Use Policy under the terms of our agreement. Show less • I became a subject matter expert for my division and lead advisor for legal escalations and questions.• Created defining processes and procedures while organizing them to a knowledge base for the company.• Maintained relationships with each customer and served as an interface between the client and Rackspace support infrastructure to ensure the customer's technical, system administration, and specialist support needs were met.• Owned customer issues from identification to resolution and ensures customers knew the value of Fanatical Support*.• Assisted non-technical Cloud Account Managers with escalations (minor to critical). • As a TAM, we were serving as a front-line technical analyst and advisor to the customer. Recognized gaps based on customer's current hosting build and analyzed for future differences based on proposed changes. • Advised customers on configurations, tools, and partners to handle current issues and prevent future problems by understanding our technology partners and how they can assist our clients; while facilitating a relationship with external Rackspace partners as well.• Collaborated with support, sales, billing, engineering and marketing teams to facilitate the customer support.• Managed multiple accounts from SMB to Enterprise including engaging with C-levels. Show less • Served as an escalation point for Account Manager I's and internal groups by addressing escalated issues to resolution, which was minor to critical levels. As well as; coached entry-level Account Managers through escalation issues. Due to this, I was the legal liaison to all escalations regarding litigation for my division.• Improved and raised service standards by resolving the highest number of customer support interactions.• Mentored and trained new Account Managers joining the team.• Begin the project to centralize all processes and procedures to a companywide knowledge base. • Assisted clients in addressing a broad array of issues, including cloud product problems and services, billing, and administrative.• Worked on level-appropriate customer requests via the ticketing system and responded to escalated requests from the Account Manager I• Followed standard practices and procedures in analyzing situations or data.• Utilized the web hosting professional concepts and apply company policies and procedures to resolve various issues.• I also maintained relationships with Rackspace partners and customers. Show less • Exercised judgment to provide customer support to our assigned customer base.• Handled account updates: address and contact changes; changes requiring legal documentation.• Worked through necessary, defined procedures regarding public cloud hosting accounts.• Applied principles of account and customer management.• Worked on level appropriate customer requests via the ticketing system and escalates according to procedures.• Participated in and assisted with organizing customer visits and meetings. Show less • Served as customer liaison; provided customers information on products and services that were beneficial to the growth of their email hosting configuration and dedicated solutions• Collaborated with clients, support, leadership and sometimes product teams to ensure the customer's technical, administrative needs, issues, and address feedback.• Developed and documented multiple processes and procedures for this new business unit. • Assisted clients in resolving a wide array of matters including Email product problems and services, billing and administrative.• Served as billing specialist liaison and processor during a transition of the Email & Apps department billing team. Show less

  • AUP Specialist (Anti-Abuse/Legal Department)

    Apr 2015 - Feb 2017

  • Technical Cloud Account Manager

    Jul 2014 - Mar 2015

  • Cloud Account Manager II

    May 2011 - Jul 2014

  • Cloud Account Manager I

    May 2011 - Aug 2012

  • Email & Apps Account Manager

    Mar 2008 - May 2011
• 

  Harland Clarke

  Jun 2017 - Jun 2018

  Customer Relationship Management Specialist

  As a CRM Administrator, I support the management of the data in the CRM database and efficient mining, reporting, and use of the data to help drive the company’s overall business development efforts. I assist with serving CRM internal clients, sales, marketing, sales operations, IT, and other process and business units to manage, maximize, and enhance the CRM database. While performing daily tasks and significant to minor and major projects, reporting requests, while supervising request queues and data integrity procedures, troubleshooting issues while administrating and utilizing the CRM database. Show less

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  Rackspace

  Jul 2018 - May 2021

  Senior Customer Success Manager

  Communicate with various client team players, including Directors, C-levels, and IT Staff to resolve issues (data to administrative), streamline the process, and determine future opportunities to expand the customer's profile with our company's service and products by evaluating their challenges and future projects. Provide Quarter Business Reviews, Account Service Reviews, and Monthly Service Reviews for all high tier accounts with my base. The main point of contact for Rackspace clients assigned.Managing an enterprise client base with an annual revenue rate of $16.8 mil. Show less

• 

  Amazon

  Jun 2021 - Nov 2023

  Customer Solutions Manager

  As a Customer Solution Manager, my core purpose was to build relationships, strategic planning and guidance while including expertise for technology transformation. With these key attributes, we work collaboratively with our customers and the account teams to create the account plans and implement plan execution to ensure we meet our client's unique goals and needs while accelerating their cloud adoption journey.

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  ESkill

  Oct 2024 - now

  Customer Success Manager ll, Dedicate Assessment Expert