Mandy Potgieter

About Mandy Potgieter

Diversified, tenacious professional with over 15 years of varied business, socio/economic and inter-personal experience, ranging from Emergency Department bedside registration to developing and driving innovative solutions to business problems.Experience and Certifications• ITIL Certified• Project Management• Emergency Department Management• Admissions STAAR Program• Currently working towards Toastmasters CertificationsSpecialties: Multitasking, Critical Thinking, Problem Solving, Program Development, Program Management, Project Development, Community Development, Event Planning, Outreach Management, Public Speaking, Website Development, Social Media, InDesign, Illustrator, Photoshop, Knowledge Management

Experience

1. Global, Technical Services Manager

   Dell Technologies

   Aug 2015 — Present · Sacramento, CA, US

   Manage and own the overall post-sales technical relationship with Dell Enterprise / Client customers and be responsible for the total customer experience • Serve as the trusted advisor and single point of contact for all Support and Services needs from successful onboarding through the entire lifecycle • Be the voice of the customer within Dell at various levels and influence product and services development to better suit customer and market needs • Maximizes the value of customer’s investment in Dell products and services by proving exceptional customer service that leads to future business, renewals and retention • Manage support escalations by leading troubleshooting efforts and if needed, engage Tech Support, Engg and Dev resources to further investigate and drive problems to resolution • Lead complex service delivery processes, develop creative solutions to complex problems, and ensure contractual support service deliverables are understood and managed effectively • Create and maintain tailored customer Account Plan and Support Operations Guide that is executed and regularly reviewed throughout the TAM engagement • Work closely with key stakeholders at various levels within the accounts, thereby developing and maintaining an effective working relationship • Ensure effective ownership, communication, coordination, and facilitation of support service activities between the customer support teams, account teams and field service personnel • Identify and align business and IT objectives; discover customer pain points and offer recommendations by recognizing customers current and future IT needs • Compile, analyze and interpret statistical data and trends relating to service level and operational effectiveness • Present Quarterly and Annual Business Reviews to customer’s senior management and Dell executive leadership

Education

• Webster University

  BA, Public Relations

  2002 — 2007