Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Mandy DePace

Bonner

Summary

Background includes expertise in strategic planning, technical support, and customer relationship management, with a focus on enhancing operational efficiency and compliance. Achievements include implementing security protocols to safeguard data integrity while identifying cost-saving measures within IT processes. Career goal centers on leveraging skills in project management and stakeholder engagement to drive organizational success in a dynamic environment. Committed to maintaining high standards of service delivery while fostering collaborative relationships across departments.

Overview

18
18
years of professional experience

Work History

Director Enterprise Systems

Vicinia Property Management
07.2024 - 05.2025
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Improved project efficiency with strategic planning, resource allocation, and time management practices.
  • Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
  • Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
  • Optimized inventory management to minimize costs and ensure product availability.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
  • Optimized system performance, conducting routine checks and addressing potential issues before escalation.
  • Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
  • Increased user satisfaction through effective communication and timely resolution of support tickets.
  • Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
  • Delivered end-user training on new technologies, increasing adoption rates among employees.
  • Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment.
  • Collaborated with cross-functional teams to ensure seamless integration of new systems and technologies.
  • Used ticketing systems to manage and process support actions and requests.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Monitored system performance to identify potential issues.
  • Created user accounts and assigned permissions.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Offered assistance in implementing and developing training programs.

Senior Client Relationship Manager

RealPage
08.2021 - 07.2024
  • Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
  • Developed strong rapport with clients through consistent follow-up and attention to detail.
  • Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures.
  • Identified opportunities to cross or up-sell Product or Service and communicated customer needs to appropriate team.
  • Analyzed client feedback to identify areas for improvement and implemented changes accordingly.
  • Collaborated with internal teams to resolve client issues quickly and efficiently.
  • Managed a portfolio of strategic accounts, ensuring timely and accurate delivery of services and products.
  • Served as primary point-of-contact for questions or concerns from clients during ongoing projects.
  • Conducted quarterly business reviews with clients to assess performance, identify opportunities, and set goals for future growth.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
  • Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.

Platinum Client Support

RealPage
06.2019 - 08.2021
  • Increased knowledge base usage by creating detailed articles on common product issues and solutions.
  • Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
  • Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
  • Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
  • Developed expertise in multiple products within the company portfolio, becoming a go-to resource for colleagues seeking guidance on specific features or functionalities.
  • Developed strong relationships with clients, resulting in increased trust and loyalty to the company''s products.
  • Enhanced customer satisfaction by providing timely and accurate product support.
  • Supported clients during critical incidents, demonstrating a calm and reassuring demeanor under pressure while working towards a swift resolution.
  • Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
  • Provided remote support to global clients, adapting communication styles to suit various cultural preferences.
  • Mentored new Product Support Specialists, fostering a positive work environment that encouraged professional growth.
  • Managed and prioritized multiple projects simultaneously, worked independently and drove results.
  • Increased customer retention with personalized support plans tailored to individual needs.
  • Advocated for customers' needs, influencing future product roadmaps with real user feedback.
  • Served as a liaison between customers and internal stakeholders, ensuring all parties were informed of pertinent case updates.
  • Drove revenue growth by identifying upsell opportunities within existing accounts.

Senior Manager Product Support

RealPage
10.2015 - 06.2019
  • Managed customer contact center with 30+ support representatives.
  • Tracked KPIs and created continuous improvement plans.
  • Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
  • Streamlined support processes for improved efficiency and faster response times.
  • Analyzed and developed service goals for in-bound call center.
  • Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
  • Developed comprehensive training programs to continuously upskill the technical support team.
  • Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Evaluated employee performance regularly, promoting professional growth opportunities through coaching methods.
  • Managed cross-functional teams for successful project completion and timely delivery.
  • Oversaw daily operations, ensuring all tasks were completed efficiently and to high standard.
  • Improved team morale with regular feedback sessions and recognition of outstanding performance.
  • Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards.
  • Improved workforce planning capabilities by analyzing historical call volume patterns to accurately predict future staffing needs.

Client Success Manager

Sprint
04.2007 - 10.2015
  • Managed multiple accounts for optimized service delivery and increased client retention.
  • Enhanced client satisfaction by addressing concerns and providing timely solutions to issues.
  • Coordinated with internal departments to ensure timely delivery of services as per client requirements.
  • Monitored account performance metrics, ensuring optimal results and identifying areas for improvement when needed.
  • Organized regular meetings with clients to discuss their goals, expectations, and feedback on services provided thus far.
  • Developed customized presentations for clients, showcasing their progress and future plans.
  • Resolved complex issues through effective problem-solving techniques while maintaining a professional demeanor at all times.
  • Established long-term relationships with key stakeholders within the clients'' organizations, fostering trust and collaboration between parties.
  • Mentored junior team members, sharing best practices for effective account management and client servicing skills.
  • Maintained accurate records of all activities related to assigned accounts, ensuring seamless information flow across all relevant parties.
  • Organized promotional events and interacted with community to increase sales volume.
  • Managed revenue models, process flows, operations support, and customer engagement strategies.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.

Education

Master Of Business Administration - Business Administration And Management

University of Phoenix
Tempe, AZ

Skills

  • Relationship building
  • Strategic planning
  • Verbal and written communication
  • Decision-making
  • Project management
  • Team management
  • Goal setting
  • Contract and vendor management
  • Content development
  • Information technology management
  • Multitasking and organization

Timeline

Director Enterprise Systems

Vicinia Property Management
07.2024 - 05.2025

Senior Client Relationship Manager

RealPage
08.2021 - 07.2024

Platinum Client Support

RealPage
06.2019 - 08.2021

Senior Manager Product Support

RealPage
10.2015 - 06.2019

Client Success Manager

Sprint
04.2007 - 10.2015

Master Of Business Administration - Business Administration And Management

University of Phoenix

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Mandy DePace