Name variants:
Cynthia Williams,
Lucinda Williams
Last updated Jul 07, 2024
Workplace
Sr. Director, Global Customer Support/CRM
Emeryville, CA
Industry
Computer Software, Computer Software Development, Management Consulting Services
Colleagues
Work History
Sr. Director, Global Customer Support/CRM
San Francisco Bay Area
• Implemented a true, global 24x7 Customer Support operation building out a centrally managed organization with local presence in US, UK and Australia improving the customer experience by re...
Feb 2011 — Oct 2012
Director, Customer Support
San Jose, CA
• Developed SLA agreements internally and published to global customers and targets met at 98%
• Designed a new set of metrics for Customer Satisfaction (NPS)
• Launched surveys bi-annually...
Jan 2009 — Feb 2011
Sales Enablement, Virtual Training Project Manager (contract)
San Jose, CA
2007 — 2009
Sales Enablement Training Manager (contract)
San Jose, CA
• Developed escalation process and managed resolution and reporting for all technical and operational issues
• Managed team to drive technical content for Web 2.0 portal for knowledge used ...
May 2006 — Dec 2008
Global Customer Support Project Manager (contract)
Sunnyvale, CA
• Managed escalations for key accounts focusing on reduction of issues relating to licensing delivery and reduced escalations 5% every month
• Identified registration and licensing issues im...
Mar 2006 — May 2006
Director, Customer Care
Sunnyvale, CA
• Created two support offerings and datasheets to clearly define clear levels of service that delineate between software and hardware services
• Defined and negotiated support process with D...
Jan 2006 — Mar 2006
Sr. Director of Operations & Services
Cupertino, CA
• Implemented salesforce.com including
• Sales Cloud to track opportunities and pipeline
• Service Cloud to track cases, share knowledge
• Automated reports to Executives for daily visibilit...
Jun 2005 — Jan 2006
Sr. Director of Operations & Customer Support
Cupertino, CA
2004 — 2005
Director, Operations Support Services
Milpitas, CA
• Led integration of Axcelerant and existing GRIC Customer Care departments’ integration process resulting in a cross-trained product team reducing headcount by 10%
• Developed case review p...
Jan 2001 — Jun 2005
Sr. Director of Worldwide Customer Support
San Jose, CA
· Built and managed a group of 14 product support engineers. Developed a Training Group to deliver corporate, technical, and Partner technology training
· Selected and launched an outsource...
Dec 1999 — Dec 2000
Customer Support Group Manager
Sunnyvale, CA
· Managed the day-to-day operation of the United States 24x7-support group consisting of 20+ technical analysts servicing +1300 customer sites
· Developed support processes and published pro...
Sep 1997 — Dec 2000
Product Support Manager
Palo Alto, CA
· Managed a group of 24+ support analysts that focused on product improvement in three areas.
· Beta team management
· Created a FAQ team that performed root cause analysis of the top custom...
Jul 1993 — Aug 1997
Implementation & Technical Account Manager
Remote
I wore multiple hats for the Micro Mode product including implementations, training and supporting all US Customers and Guam. I reviewed best practices with customers to provide a comprehen...
Dec 1988 — Aug 1993
Education
Cupertino, CA
Occupations
Executive
Director
IT Professional
SalesForce Administrator
Computer Software Professional
Engineer
Customer Service
Sales Specialist
Client Service Officer
Operations Manager
Database Administration Professional
Database Administrator
Software Developers
Skills
Salesforce.com
Account Management
Budgeting
Project Coordination
Organizational Change
Outsourcing Management
Customer Satisfaction
Customer Retention
Customer Oriented
Conflict Management
Continuous Improvement
kcs
Knowledge Management
ACD Management
Event Management
Program Management
Project Management
Technical Leadership
Salesforce.com Administration
Salesforce.com implementation
Salesforce.com System Administrator
World Class Customer Service
Recruiting
Mentoring
Coaching
P & L Ownership
Budgets
Start-ups
Sales Enablement
Sales Enablement Tools
Career Development Coaching
SaaS
Product Management
CRM
Strategy
SLA Management
IVR
CRM
Hiring & Retention
Accounting
Quote to Cash
Training & Development
Account Renewals
FAQs about Cindy Williams
What's the main profession of Cindy Williams?
Cindy is a Sr. Director, Global Customer Support/CRM.
What are the main profession of The professional?
These person's professions are Executive and Director
Where is Cindy Williams located?
Cindy is located in San Francisco, California.
How many companies did Cindy Williams work at?
Cindy Williams worked at 22 jobs.
Where has Cindy Williams studied?
Cindy studied at the Brigham Young University.
What are the awards Cindy Williams ever received?
This professional received awards and these awards are: TSIA Team Star Award, Banctec President's Award, Intacct Quarterly Performance Award, Intacct (recognized three times) Green Machine Award, Lyris.
What is the industry that Cindy Williams is connected to?
This professional works in Computer Software industry.
What are special skills of Cindy Williams?
This person has such skills as Salesforce.com, Account Management, Budgeting, Project Coordination, Organizational Change, Outsourcing Management, and Customer Satisfaction.