Racy Racoma-Velasquez
Ottawa,ON
Summary
Dedicated professional with a focus on client success and satisfaction. Experienced in developing training materials and implementing strategic processes to optimize product usage and retention. Ready to leverage technical documentation and problem-solving skills to drive impactful results.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Client Success Manager
Ziff Davis
Ottawa, Ontario
05.2017 - Current
- Managed client relationships to enhance satisfaction and retention.
- Collaborated with sales teams to ensure smooth onboarding of new clients.
- Developed training materials for clients to maximize product usage.
- Provided ongoing support to address client inquiries and issues effectively.
- Created client success plans tailored to individual needs and goals.
- Assessed monthly reports to review client activity and identify opportunities.
- Communicated well with clients through phone calls and online meetings to maintain satisfaction and keep parties current with changing environment.
- Assessed client data from reports to better understand possible renewal risks.
- Conducted research to determine top prospective clients and continually cultivated sales pipeline.
- Implemented best practices for effective communication between customers and internal teams.
- Aligned with teams in other departments to create offering meeting needs of lucrative clients.
- Worked in tandem with clients to cultivate and implement strategic processes, offering vital tools to promote success.
- Collaborated with internal teams to troubleshoot any customer issues or concerns.
Contact Support Specialist
Millenium1Solutions
Ottawa, Ontario
10.2015 - 09.2017
- Provided technical support to clients via phone and email communications.
- Resolved customer inquiries and issues efficiently and professionally.
- Documented support requests and solutions in the ticketing system.
- Collaborated with team members to streamline support processes and improve service.
- Maintained knowledge of product updates to provide accurate information to clients.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Investigated customer complaints regarding product quality or service rendered, and escalated to the appropriate department if necessary.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Submitted gift card request for compensation.
Education
College Diploma - Computer Networking Technology
Herzing College
Ottawa, ON10-2026
College Diploma - Cyber Security Specialist
Herzing College
Ottawa, ON12-2024
College Certificate - Caregiving NCII
Philippine Women's University
Philippines12-2008
College Certificate - Associate in Computer Technology
University of Pasig
Philippines04-2008
College Certificate Equivalency - Associate in Computer Technology
International Credential Assessment Service of Can
High School Diploma -
Ontario Secondary School Diploma
Skills
- Network troubleshooting Knowledge and Tools - configure Cisco(R) switches and routers in multi-protocol internetworks, TCP/IP, Routing Protocols (LAN, VLANs, WAN, Network Security, VPNs, Cyber Security, SSL, PKI, WAP, Wireless Network, IP, Cisco Switch, and routers, Switching networks
- Cybersecurity tools: Wireshark, T-Pot, Nmap, pfSense, Linux, Windows, Kali, Ubuntu
- PowerShell, Python
- Software Tools - Microsoft office 365, Word Excel, Powerpoint, Access
- Technical documentation using Salesforce
- With excellent written and verbal communication skills
- Possesses strong customer orientation and remarkable problem-solving abilities
- Seasoned in customer service and support
- Proficient in MS Office applications and internet tools
- Able to communicate effectively both verbally and in writing with all levels of management, staff, clients, and the public
- Experienced in the use of common office equipment
- Able to perform work with minimal or no supervision
- Can multi-task, organize workload according to priority, and work under pressure
- Has sharp attention to detail
- Can easily establish strong and professional relations with superiors and colleagues
- Capable of working independently or in teams
Languages
French
Elementary
Certification
Volunteer Work - Patient Care (The General Hospital Ottawa)
Timeline
Client Success Manager
Ziff Davis
05.2017 - Current
Contact Support Specialist
Millenium1Solutions
10.2015 - 09.2017
College Diploma - Computer Networking Technology
Herzing College
College Diploma - Cyber Security Specialist
Herzing College
College Certificate - Caregiving NCII
Philippine Women's University
College Certificate - Associate in Computer Technology
University of Pasig
College Certificate Equivalency - Associate in Computer Technology
International Credential Assessment Service of Can
High School Diploma -
Ontario Secondary School Diploma