Carolyn Palestino
Customer Engagement Advocate @Lumen Technologies
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WORK HISTORY
Customer Engagement Advocate @Lumen Technologies
Minneapolis, MN, US
Promoted to Client Support Manager II in 2/2020 to provide exceptional customer service for higher profile government and higher education (SLED) accounts.Proactively manage customer life cycle leading to high rate of renewal and growthOnboard and train new clients on procedures, portal use, designated contacts, and 1st bill reviewsConduct quarterly account reviews and audits on site. Review existing contracts, bills, and new product information. Meet with C-level executives, company owners, IT teamsDirect projects from beginning to end, and successfully influence internal resources to accomplish objectivesUpsell additional and new servicesManage, organize, and negotiate contract renewals for new or additional services.Escalate service issues and resolve billing disputes.
EDUCATION
Saint Mary's University of Minnesota
Bachelor of Science (B.S.)
Normandale Community College
Associate's degree
Landmark Education
Personal Awareness and Self-Improvement
ABOUT CAROLYN PALESTINO
Professional Customer Success Manager with over 20 year tenure with many industries. My…
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