1. RASHAD
JENKINS
EXPERIENCE
Team Lead, Customer Success Team | VMware, Inc. 4/2014-present
In addition to performing all Client Success Team functions, as Team Lead I am
responsible for attending all Leadership meetings, training of team members on
new features/products as they release, mentor team members, as well as being an
overall Subject Matter Expert in all aspects of the Client Success Team role.
- Provide on-going support and mentorship for new team members across
Global Support Services.
- Create training materials and lead team trainings for all new aspects of the
service
- SME for all CST operational process, including Salesforce
- Project Developer for Customer Success Team and Technical Support
integration of Horizon Air. Pursued project to begin required hours for
PMP ceritification
- Liaison between Horizon Air BU and CST for Horizon Air support roll out
- Created and implemented Horizon Air Support Progress and Engagement
Guidelines for Account Managers
- SME for Horizon Air, provided on-going support to Account Managers and
managed ongoing communications from BU.
- Collaborate with various BU leadership (Directors and VP’s) to ensure
business continuity and seamless customer experience for new service
Account Manager, Customer Success Team | VMware, Inc. 11/2013-4/2014
Client retention, renewal, and upsell achieved through client advocacy and
relationship building. Once the customer purchases the service, it is the CST
responsibility to make initial customer contact, ensure order is correct, Onboard
the customer via online presentation (Occasional Customer On-site), work very
closely with Sales and Account Team to maximize renewal and upsell opportuni-
ties.
- Interviewed, trained, and mentored 15 new team members.
- Created and led new hire training.
- Provided on-going mentorship to new team members.
- Customer renewal rate of 91%
- Lead team of 4 for service trial pilot program
- Responsible for team’s forecast renewal reporting to senior leadership,
created support framework and FAQ, providing recommendations to
senior leadership for continuance of programs, escalation manager for
team members
- Project Manager for newly created Credit Purchasing Program that repre-
sented 4 million dollars’ worth of revenue
- SME for Credit Purchasing Program
- Trained secondary SME
Federal Licensing Account Manager
VMware, Inc. 06/2013-11/2013
Support Government entities in
relation to their VMware perpetual
licenses. As well as giving prompt and
exceptional support, this role required
to follow all United States guidelines
and polices as it pertains to security
and compliance. Functions include
mergers and splitting of accounts,
reassignment of keys, consolidating
accounts.
Correctional Technician 1
Correctional Management 1
09/2012-6/2013
OVERVIEW
•Highly analytical thinking with
demonstrated talent for identi-
fying, scrutinizing, improving,
and streamlining complex work
processes.
•Exceptional listener and
communicator who effectively
conveys information verbally
and in writing.
•Computer-literate performer
with extensive software profi-
ciency covering wide variety of
applications.
•Flexible team player who
thrives in environments
requiring ability to effectively
prioritize and juggle multiple
concurrent projects.
•Goal-driven leader who main-
tains a productive climate and
confidently motivates,
mobilizes, and coaches’ em-
ployees to meet high perfor-
mance standards.
•Resourceful team player who
excels at building trusting rela-
tionships with customers and
colleagues.
•Innovative problem-solver
who can generate workable
solutions and resolve com-
plaints.
SKILLS
SalesForce.com, Microsoft
Word, Excel, PowerPoint, Ac-
cess, and Outlook,
SharePoint, Webex,VMware,
vSphere, Account Management,
social media applications in-
cluding LinkedIn, Twitter, and
Facebook.
CERTIFICATIONS
•ITIL Foundations v3
•VMware VCA -
Datacenter Virtualization
References available upon request
https://www.linkedin.com/in/rashad-jenkins-67381485
rjenkins61671@gmail.com
(315) 264-4697