Customer Service Program Manager

Stephanie Fortuna

El Cajon, CA ***** 619-***-**** advk1i@r.postjobfree.com

PROFILE SUMMARY

Customer-focused and results-driven management professional with over 16 years of experience leading teams, driving growth, managing customer success, and developing successful sales strategies. Adept at developing and implementing strategic plans, creating a positive and productive work environment, and fostering a culture of excellence. Experienced in managing and mentoring sales teams to achieve peak performance and drive growth. Excellent communication and negotiation skills, with a passion for delivering exceptional customer service and building long-lasting client relationships. Excellent communication and interpersonal skills, with a passion for developing talent and creating a workplace culture that empowers and motivates teams. CORE COMPETENCIES

Ability to develop and execute successful sales strategies, aligning resources, and driving results.

Proven ability to build and maintain strong client relationships to drive satisfaction and retention.

Skilled in developing and implementing strategic plans, aligning resources, and executing programs that deliver results.

Committed to building strong relationships and continuously improving the customer experience.

Ability to quickly adapt to changing circumstances and handle multiple priorities in a fast-paced environment.

Experienced in leading, motivating, and mentoring sales teams to achieve peak performance and drive growth.

Excellent written and verbal communication skills, with the ability to negotiate and close deals effectively.

Proficient in Computer System and MS Office (Word, Excel, PowerPoint etc.). SKILLS HIGHLIGHTS

PROFESSIONAL WORK EXPERIENCE

Sr. Program Manager – Customer Trust, Amazon August 2022 – Present Virtual, CA

Responsible for Partnering with SC Experience Team to understand RAP and CPU drivers for Home Services and enhance processes and SOPs to improve performance.

Prioritize strategic initiatives and provide escalation support as needed.

Deep-dive issues and develop SOPs/strategies to achieve Department Goals.

Reduce Provider initiated/attributed same-day reschedules.

Support Service Provider payment compliance and develop SOPs/strategies for controls/monitoring.

Fix critical drivers of negative reviews and HGCs and work closely with Service Providers to drive improvements. Sr. Manager - Account Management August 2020 – August 2022 Amazon Virtual, CA

Responsible for all business and operational objectives of the Account Management team (4 direct reports)

Prioritized strategic initiatives and provided escalation support as needed.

Act as a thought leader in defining success criteria and understanding the business needs of Providers in an ever-changing business environment.

Contributed to and led strategic plans and documents for the organization.

Collaborated with other internal departments to support the improvement of tools and processes to enhance the Provider and Customer experience and drive productivity for Account Managers. Regional Manager August 2016 – August 2020

Amazon Virtual, CA

Drove improvement in key operational metrics of city managers such as – 5-star reviews, customer service, inventory management, on-time arrivals, utilization, financial accountability, and appointment duration.

Responsible for driving improvements in processes and personnel while supporting the local cities in meeting or exceeding their operational goals.

Defined the vision and improvement in optimal planning of routes and dispatch for field technicians, including managing customer reschedules and dynamic re-routing.

Reviewed performance metrics and identified opportunities to drive performance improvement.

Maintained a positive and professional demeanor, always portraying the company in a positive light.

Shared Customer feedback and insights with fellow field technicians and other Amazon teams to improve the Customer experience and drive process improvement.

Program Manager August 2013 – July 2016

AT&T / Epitec, Inc. San Diego, CA

Responsible for evaluating transport from an overall perspective (Ethernet, DS3, T1’s, etc.) for the market.

Customer Relationship Management

Customer-Centric Mindset

Sales & Account Management

Sales Strategy & Planning

Business Development

Lead Generation & Qualification

Market & Competitor Analysis

Performance Tracking & Reporting

Sales Team Management

Leadership & Team Management

Strategic Planning & Execution

Business Acumen

Cross-functional Collaboration

Process Improvement

Customer Focused

Adaptability & Flexibility

Talent Development

Strong Communication

Time Management

Problem-Solving

Decision making

Partner with LECs, NP&E (CPDO and Current Planning), NSB and Implementation PMs, Field Operations, and other work groups.

Ensured CASPR forecasts were correct based on current information. This includes ETTCS (MS000-MS160), Carrier MS107.1

(LTE, 1C-4C), and NSB MS112.

Responsible for managing, validating, and approving quotes (non-duplicate requests), reasonable costs, and funding approved via CSBH (if in excess or close to the $25K threshold).

Ensured closeout packages were correct and uploaded in Siterra before approving final billing charges.

Responsible for Closeout/Project Support (FileNet, NORAD, etc.).

Responsible for Purchase Order/Finance support (Oracle, PACE Proliance, iSupplier). Sales Director October 2006 – June 2013

Cricket Wireless San Diego, CA

Managed the Indirect Dealer, National Retail, and PayGo Distributor Channel (over 200 locations), ensuring each channel exceeded sales goals, and adhered to Cricket brand, operational, and customer service initiatives and requirements.

Managed direct reports to exceed sales and operational expectations (Operations, Financial.

Established programs to drive awareness of a positive image of the Cricket brand in markets/districts.

Developed relationships with key business and government officials to integrate Cricket in all market segments.

Maintained relationship with the Network Operations Department to provide ongoing knowledge and participation in Network Development, customer-related network issues, and resolution of network issues.

Maintained intense focus on customer satisfaction and channel productivity as significant job responsibilities. EDUCATION

Education in Business Administration (Continuing)

Grossmont College and University of Phoenix – San Diego, CA 1988 to 2018

REFERENCES

Available upon request

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