Toby Rodocker-Cummings

WORK HISTORY

ABOUT TOBY RODOCKER-CUMMINGS

Collaborative Customer and Technical Support Leader with comprehensive experience aligning customer service strategies with business goals to drive customer success in Fortune 500 tech settings. Known for a hands-on approach to team building, mentoring, and coaching, blending technical expertise with customer-focused strategies to optimize workflows, reduce escalations, and enhance satisfaction. My passion is helping to lift others up so they can succeed. Skilled in fostering a culture of continuous improvement, delivering solutions that elevate team effectiveness and customer experience.Key Highlights:• Skilled in managing diverse customer accounts, building strong relationships, and aligning support goals with client outcomes.• Expert in Salesforce CRM, optimizing SaaS support solutions, and aligning services with business objectives.• Proficient at developing training programs that build team knowledge and drive shared goals, consistently achieving KPIs.• Proactive cross-functional leader, addressing customer needs, resolving issues, and driving product adoption and retention.• Strong communicator, leading service reviews, managing escalations, and ensuring quality support and customer satisfaction.Core Skills:Team Leadership & Development | Performance Improvement | Process Optimization | Cross-Functional CollaborationService Cloud Management | Salesforce Advanced Admin & Customization | Salesforce Sharing Architect | User AdministrationLightning Experience | Slack Workflows & Channel Management | Splunk | SOQL | Salesforce Debugging & Troubleshooting