Account Support Manager - Hewlett Packard Enterprise - Calgary, Alberta
(2008-05 - 2024-04)
The main objectives of this role are to ensure that customers have positive experience with HPE Services and that their business is supported with products that enable them to be resilient and agile.
- As an Account Support Manager, I advocated for my clients as a single point of contact for HPE Services.
- I collaborated with various HPE teams to enhance customer satisfaction.
- I created materials and presentation to onboard clients with new or upgraded products or services.
- I resolved escalated complaints in a professional manner to save time and maintain brand value.
- I ensured compliance with company policies when handling sensitive information.
- I promoted products and services that align with clients' needs, and I ensured that the clients' subscription levels are right sized.
- I collaborated with internal teams to ensure accurate client data entries.
- I documented all client interactions accurately in the CRM system (Salesforce)
- I actively hosted and participated in regular meetings with stakeholders to share and discuss account health status.
- I monitored customer feedback regularly to evaluate the effectiveness of services delivered.
Field Support Technician - Hewlett Packard Enterprise - Calgary, AB
(1997-06 - 2008-05)
The primary objective of this role is to deliver onsite and remote support on HPE Enterprise products and specific non HPE products.
- I diagnosed hardware and software problems; and determined corrective actions needed.
- I performed version and configuration assessments/reviews using scripts, automated tools.
- I resolved customer inquiries via telephone, email, or in-person visits.
- I evaluated customer feedback surveys to improve service quality levels.
- I assisted with network infrastructure and software configuration.
- I developed training materials for end users, "how to" presentations and Frequently Asked Questions (FAQ) sessions on new deployments and installations.
- I delivered inventory assessments for clients using collection tools, scripts and manual scanners.
