Danielle Inocencio

WORK HISTORY

SKILLS

ABOUT DANIELLE INOCENCIO

Analytical and multi-talented Project Manager and Customer Advocate with over ten years of experience providing excellent Customer Support in fast paced environments. Proven success in delivering seamless support by building top performing teams. Strong cross-functional partner with experience working with Sales and Product Engineering as a strong customer advocate to build brand loyalty.Project Managemento Experience in customer requirements gathering and building of solutions to meet customer needso Experience in handling several software implementations simultaneouslyo Created knowledge sharing processes among fellow Project Managerso Experience in managing projects against a client facing budgeto Successfully manage internal and external communications to ensure customer successo Experience with solving complex customer problems and thinking out of the box to develop solutions to ensure success on the productCustomer Support Managemento Managed teams onsite, remotely and internationallyo Created Customer Support team KPI’so Built team goals to align with KPI’so Developed career development planso Partner support managemento Excellent understanding of Customer Support case management needso Excellent understanding of self help needs for Support organizationso Proven skills in process developmentKnowledgebase Managemento Experience in building a knowledgebase from the ground upo Decreased case volume by 40%o Built knowledgebase technical writing guidelines and trained on writing skillso Implementation of case deflectionCustomer Satisfactiono Strong customer advocateo Leadership in tracking customer satisfaction requirements resulting in 98% customer sat ratingo Excellent conflict resolution skillso Proven success in building customer relationships