Joseph Curtis

Experience

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  Rooms To Go

  May 2021 - Nov 2021

  Level II Technical Support | Rooms to Go

  Spearheaded executive-level IT support initiatives, ensuring seamless operations through proactive issue resolution and achieving a 99% resolution rate within stringent service-level agreements (SLAs). These efforts directly enhanced stakeholder satisfaction and built confidence in IT systems as reliable business enablers.Leveraged ServiceNow and Zendesk platforms to streamline ticketing workflows, introducing automation and efficiency improvements that reduced resolution times by 30% and increased first-call resolution rates to an impressive 85%.Consistently upheld high standards of customer service, achieving a 15% improvement in customer satisfaction scores while maintaining a 98% SLA compliance rate. Managed an average of 150 tickets weekly, balancing responsiveness and technical accuracy to meet diverse end-user needs effectively. Show less

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  Avanade

  Nov 2021 - Oct 2022

  FastTrack Manager

  In my role, I played a pivotal part in assisting eligible FastTrack clients through their adoption and migration processes. By ensuring smooth transitions and addressing each client’s unique needs, I directly contributed to enhancing customer satisfaction and retention.I took a proactive approach to identify and resolve bottlenecks within the migration process. Through the implementation of best practices, I optimized the customer experience, ensuring a seamless journey from start to finish.A key aspect of my responsibilities was developing comprehensive educational resources and conducting training sessions. By sharing best practices and empowering clients with the knowledge they needed, I enabled them to fully leverage the tools and services provided, ensuring maximum value from their investments.I also focused on cultivating strong relationships with key stakeholders, both internally and externally. This included working closely with executive sponsors and cross-functional teams, fostering collaboration and alignment to achieve shared goals and drive mutual success. Show less

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  Microsoft

  Oct 2022 - Aug 2024

  Customer Success Manager

  As a trusted advisor at Microsoft, I provided expert guidance on best practices to help customers maximize the value of Microsoft products and services. By delivering tailored recommendations aligned with each customer’s unique business objectives, I fostered strong, long-term partnerships.I worked closely with internal teams—product, engineering, and support—to quickly resolve customer issues and contribute to the continuous improvement of our offerings. This collaboration ensured that customers received timely solutions and had access to the latest innovations.My focus was on driving product adoption, ensuring customer satisfaction, and maintaining high engagement across my portfolio of 300 clients. By holding my team accountable for customer actions, I surpassed revenue and seat targets, achieving over 90% monthly engagement with accounts.Through proactive re-engagement efforts, I reduced the number of accounts with no engagement for over 60 days to less than 10%. This commitment to customer success resulted in consistent overachievement of revenue targets across multiple quarters.Recognized for my collaboration skills, I frequently shared insights, best practices, and knowledge with colleagues to enhance our team’s ability to serve clients effectively. Additionally, I leveraged customer data to uncover trends, address pain points, and identify opportunities for improvement, driving the continuous enhancement of customer experiences. Show less