Open to opportunities

Vicki Gellner

@vickigellner

I am a Customer Success Advisor with 20+ years improving retention through data-driven solutions and process optimization.

United States

Message

What I'm looking for

I seek a senior customer-success role in a collaborative, data-driven company where I can reduce churn, drive upsell, improve SLAs, lead cross-functional teams, and implement process improvements.

I am a Customer Success Advisor with over 20 years of experience building trusted client relationships and driving customer retention through data-driven solutions. I serve as a single point of contact for escalations and partner cross-functionally to resolve complex operational issues.

At Ovation Wireless Management I managed a large book of business, aligned client needs with support functions, and contributed to vendor selection and retention strategies. I led process improvements that reduced response times and improved client health monitoring and ROI.

Previously, as an Implementation Project Manager at Sprint, I owned onboarding, account creation, billing logic, and SLA-driven support workflows, and I regularly reviewed metrics to recommend improvements that lowered ticket volume and improved satisfaction.

I hold an M.S. in Management & Leadership with emphasis in emergency management, and I bring a consultative, collaborative approach rooted in operational rigor, customer advocacy, and measurable outcomes.

Experience

Work history, roles, and key accomplishments

Business Relationship Supervisor

Ovation Wireless Management

Jun 2011 - Jul 2025 (14 years 1 month)

Served as primary escalation point for enterprise clients, driving upsell opportunities and improving customer retention. Initiated process improvements that reduced response times and improved client health monitoring across multiple verticals.

Customer Success Account Management Escalation Management Vendor Management Process Improvement Cross Functional Collaboration

Implementation Project Manager

Sprint

Jun 2002 - Jun 2011 (9 years)

Managed onboarding and account setup for enterprise clients as single point of contact, ensuring same-day SLA responses and rapid issue resolution. Conducted customer reviews to identify trends and recommend improvements that lowered ticket volume and improved satisfaction.

Implementation Onboarding Project Management SLA Management Technical Support Stakeholder Management

Secondary Teacher (ESL & Literature)

Mineral Wells ISD

Aug 2000 - Oct 2001 (1 year 2 months)

Developed engaging, real-world curriculum and mentored at-risk students to improve academic outcomes and classroom engagement. Led extracurricular programs and served as liaison for district and national education initiatives.

Curriculum Development Mentoring Classroom Management Lesson planning Educational Liaison Communication