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Sefanit Fresenbet

@sefanitfresenbet

Global Support Program Manager at ORACLE HOSPITALITY who reduced support backlogs across enterprise customer accounts.

At ORACLE HOSPITALITY, I manage strategic support relationships for global hospitality organizations, serving as a customer advocate and primary liaison across client IT leadership and Oracle teams. I lead weekly support reviews and coordinate critical escalations through resolution.

I reduced support backlogs across multiple enterprise accounts by reviewing aging Service Requests, setting priorities, and coordinating with internal teams. I also analyze support trends and SLA performance to identify customer risks and improvement opportunities.

As Customer Success Manager, I managed global enterprise cloud customer relationships and developed infrastructure performance reporting. I designed training modules for the global Customer Success organization and contributed to improvements in Significant Incident Management procedures.

I founded and operated SOFI’S SWEETS & CATERING, managing client relationships and event delivery from consultation through execution. Earlier, at CAPITAL ONE BANK, I led learning and performance initiatives supporting retail banking employees and leaders across approximately 215 branches.

Experience

Work history, roles, and key accomplishments

Current

Global Support Program Manager

Current

Oracle Hospitality

Jan 2023 - Present (3 years 9 months)

Manage strategic support relationships for five global hospitality organizations, serving as a trusted customer advocate and primary liaison across client IT leadership, Oracle Support, Product, Engineering, and senior leadership. Lead weekly strategic support reviews, manage critical escalations, and reduce support backlogs.

Customer Success Manager

Oracle Hospitality

Apr 2022 - Dec 2023 (1 year 8 months)

Managed relationships with global enterprise cloud customers as a customer advocate and strategic partner focused on adoption, operational success, service quality, and customer experience. Developed trusted stakeholder relationships, monitored customer health, and coordinated with cross-functional teams to resolve issues.

Customer Success Customer Experience Stakeholder Management Risk Identification Cross functional Coordination Reporting Training Incident Management

Owner / Operator

Sofi's Sweets & Catering

Nov 2018 - Feb 2022 (3 years 3 months)

Founded and operated a customer-focused catering and event services business, managing the complete client experience from initial consultation through event execution and post-event relationship management. Planned and executed private events, coordinated vendors, and managed budgets and staff.

Business Ownership Catering Event Planning Vendor coordination Budget Management Customer Relationship Management Corporate Trainer Marketing Inventory Management

Senior Learning Associate

Capital One Bank

Nov 2004 - Apr 2018 (13 years 5 months)

Led learning and performance initiatives supporting retail banking employees and leaders across approximately 215 branches. Designed and facilitated onboarding, compliance, leadership, sales, and performance-development programs.