Charissa McCullers

About Charissa McCullers

I am a technology leader transforming customer support models to maximize the brand value, drive new revenues, and help clients meet business goals. By leveraging deep knowledge of market forces affecting customers, I infuse insights into strategic plans, product roadmaps, and feature development. I communicate the vision and drive change execution, collaborating seamlessly with both technical and business teams to create new opportunities and lay the foundation for world-class customer support. Career Highlights- Architected SimpliVity’s world-class customer support operations honored by TSIA with prestigious 2016 STAR Award for “Best Practices in the Delivery of Customer Success & Support,” the only HCI provider chosen- Won NorthFace ScoreBoard 2016 Customer Satisfaction Award and demonstrated dedication to customer excellence by far outperforming the customer support market, achieving a top Net Promoter Score of 90- Served on elite team that hyper-focused on escalations of Fortune accounts. Set up 24/7 War Rooms to determine gameplans and perform damage control- Rebuilt relationship with integral client. Formed proactive 10-member team working across 6 client divisions to access situations and meet 90% of sales goal.Expertise:Strategic Planning * Executive Presentations * Organizational Development * Escalation Management * Process Improvement * Best Practice Models * Service Delivery * Customer Communication

Experience

1. Senior Director, Worldwide Support

   Nutanix

   Nov 2021 — Present · Durham, NC, US

Education

• Michigan State University

  Master of Science - MS, Management, Strategy, and Leadership

  2019 — 2021

Skills

• Vmware
• Storage Area Networks
• Nas
• Troubleshooting
• Strategy
• Netapp
• Pre-Sales
• Storage Area Network (San)
• Operating Systems
• Virtualization
• Cloud Computing
• High Availability
• Critical Thinking
• Cloud Computing Iaas
• IT Service Management
• Crisis Management
• Customer Experience Management
• Strategic Planning
• Data Center
• Vendor Management
• Team Leadership
• Software as a Service (Saas)
• Servers
• Itil
• Iscsi
• Storage
• Enterprise Storage
• Cross-Functional Team Leadership
• Disaster Recovery
• Active Directory
• Unix
• Network-Attached Storage (Nas)
• Service Delivery
• Critical Care
• Technical Support
• Help Desk Support
• Escalation Management
• Customer Service
• Organizational Development
• Business Process Improvement