Open to opportunities

Lorraine Steward

@lorrainesteward

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Experienced technology-focused client services professional with strong problem-solving skills.

United States

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What I'm looking for

I am looking for a role that values collaboration and innovation, offering opportunities for growth and development.

I am an experienced and optimistic technology-focused client services professional with a proven track record in multitasking, communication, and problem-solving. My career spans various roles where I have successfully collaborated with Human Resources to develop training material for LMS systems as well as Project Managers and Business Operations to ensure the quality and timeliness of client deliverables. I take pride in my ability to maintain professional relationships and nurture connections with high-profile clients such as Cisco, Apple, and Juniper Networks.

Throughout my career, I have developed and implemented effective onboarding practices and SLA documentation that have significantly increased client satisfaction and referral scores. The experience I’ve acquired in roles supporting coworkers and customers have helped honed my skills in relationship management, training and learning material development, while my previous roles have equipped me with a comprehensive understanding of contract administration and project management. I am dedicated to fostering a collaborative environment that drives success and innovation.

Experience

Work history, roles, and key accomplishments

Current

Assistant Manager

Current

Comcast

Aug 2017 - Present (7 years 9 months)

Managed inventory and allocated assets using Xstore, conducted quarterly and annual audits, and reconciled daily receipts. Developed and implemented new hire onboarding practices, created training materials, and maintained professional relationships with clients.

Xstore Inventory Management Auditing Onboarding Client Relationship Management Sales

Technical Resource Manager

Tech 2000, Inc.

Jan 2016 - Present (9 years 4 months)

Identified, interviewed, and onboarded contractors, distributing resources to Project Managers for current and upcoming projects. Verified instructor certifications, managed schedules for various training deliveries, and acted as a liaison between clients and technical resources.

Recruitment Onboarding Resource Allocation Project Management Instructor Scheduling Contract Negotiation RFP SLA

Client Relationship Manager

N. West Investments, LLC

Oct 2011 - Present (13 years 7 months)

Facilitated negotiation of sales terms, project duration rates, and SLAs. Developed and implemented SLA documentation and business process paths to increase client satisfaction and referral scores.

Negotiation SLA Management Business Process Sales Forecasting Pipeline Management Client Relationship Management

Business Development Manager

Axios Systems, Inc.

Feb 2007 - Present (18 years 3 months)

Identified and managed high-volume accounts, presented digital media marketing presentations to executive decision-makers, and exceeded quarterly quota goals by 30%. Recruited, hired, and managed a team of lead generation associates.

Account Management Digital Marketing Sales Prospecting Lead Generation Team Management Cold Calling Salesforce ITIL

Lead Generation Manager

iCode, Inc.

Aug 2005 - Present (19 years 9 months)

Evaluated current service needs and product satisfaction levels with established customers, and uncovered and qualified prospects and sales opportunities. Assisted in maximizing revenues by implementing creative sales training techniques.

Customer Satisfaction Prospecting Sales Training Sales Strategy Lead Generation Cold Calling Sales Forecasting Contract Negotiation

Conference Coordinator

Genesys Conferencing

Jul 2004 - Present (20 years 10 months)

Monitored inbound conference calls, troubleshot issues, and escalated tickets. Managed local and international client scheduling, contract reviews, and renewals.

Troubleshooting Ticketing Systems Scheduling Contract Review Renewals Cold Calling Technical Support Customer Service Data Entry

Sales Support Representative II

Cox Communications

May 2002 - Present (23 years)

Led the inbound sales and upgrade team, troubleshooting technical calls for cable and high-speed internet customers. Consistently surpassed quarterly and annual sales quotas.

Inbound Sales Technical Support Sales Quota Upselling Customer Service Data Entry Team Leadership

Education

Degrees, certifications, and relevant coursework

Northern Virginia Community College

Associate's Degree, Business Administration

Studied Business Administration, focusing on core business principles and practices. Gained foundational knowledge in management, finance, and marketing.