Shawny Holcomb

About Shawny Holcomb

Experienced customer focused leader with demonstrated success developing and fostering…

Experience

1. Sr Support Account Manager

   Broadcom

   Nov 2023 — Present

   Run recurring weekly/biweekly/monthly meetings with customers to review open Service Requests and lead new customer kick off calls. • Update Engagement records with latest customer actions, priorities, and temperature.• Proactively ensure that Support Requests (SRs) are driven to resolution without any gaps and run advanced-level escalations.• Act as single point of contact for the management and/or escalation of all Support-related activities by partnering with Global Support, Customer Success, and Product Development teams.• Coordinate all remote and onsite support engagements and lead get-well plans for customers to identify negative trends and act accordingly with internal teams to improve the Support experience.• Participate in Customer Success Executive Business reviews and provide details that identify issue trends, corrective actions, training opportunities based on customer SR data.• Oversee and direct Support Requests to the proper resources and make use case information available to internal teams when necessary to assist with problem resolution.• Document and deliver formal root cause analyses as needed for critical customer situations.• Build trust among internal teams and customers.• Work with peers for opportunities to enhance process/workflow internally, maintain customer retention, and increase customer confidence.• Conduct new Support Service Manager applicant interviews.• Member of the Support Services Onboarding team to ensure new team members are trained.• Mentor Support Services Managers.

Education

• University of Phoenix

  Bachelor of Science Business degree

  2003 — 2008

• Madison Area Technical College

  IT

  2011 — 2011

Skills

• Telecommunications
• Cisco Technologies
• Leadership
• Innovativeness
• Help Desk Support
• Customer Service
• Networking
• Hp
• Databases
• Customer Relations
• Windows
• Security
• Sharepoint
• Training
• IT Service Management
• Vmware
• Account Management
• Conscientious
• Management
• Technical Support
• Supervision of Personnel
• Project Management
• Team Leadership
• IT Management
• Excel
• Xp
• Hardware
• Problem Solving
• Vendor Management
• Active Listener
• Windows Xp
• IT Solutions
• Process Improvement
• Software Installation
• Customer Service Management
• Cloud Computing
• IT Strategy
• Strong Sense of Responsibility
• Troubleshooting
• Data Center