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CRM Glossary

Gartner Group /Dataquest

 Since 1979, Gartner -formerly Garner Group, Inc. and Dataquest, Inc - has been helping IT Professionals make and manage the best decisions for their business. Today, they are the world's premier business technology advisor, providing unrivaled research content and objective insight to a client base of more than 9,600 organizations around the globe.

Personal Comments

This position was of great educational experience. On a daily basis I was required to read and understood documents such as those listed below so that I could offer the client the correct solution to their research request

IT Industry generalist focusing interests on help desks, Internet support strategies, & customer service strategies.

Skilled in designing, developing, and maintaining Multi-Level technical / customer support help desks & call centers.

Experience in designing and implementing ACD, UCD, and PBX phone trees on Rolm, Octel, and NEC phone networks.

Gartner Group Bronze Award for database development and design

Business Type & Additional Reading

More About Gartner

Client Communications Center - Team Lead

Gartner Group & Dataquest  
Title Client Communications Center - West Coast Team Lead
Job Type Full Time
Job Status Regular
Travel 0-15%
Department Research and Analysis Services
Location Bay Area Research Center San Jose, CA
Country USA

Responsibilities:

  • Provide direct line management of the West Coast and Asia Pacific Regions Client Communications Support Team.
  • Assisted the Knowledge Specialists Groups and Contact Centers with particularly complex inquiries and difficult client situations to ensure the appropriate analyst is identified and/or appropriate research is sent to fulfill inquiries.
  • Performed as a liaison for the Research Community, providing feedback from inquiry analysis, client communications and updating the analyst skills database.
  • Assisted the Client Services Management in the development and improvement of Client Services guidelines for the contact center. 
  • Performed special project tasks as assigned. 
  • Assisted the front line call center agents by escalating issues to other Client Services Managers, Client Relationship Analysts, IT Executive Programs, Executive Briefing Department, All Analysts (Research & Advisory Services, Dataquest, Datapro, etc), Research Directors, Interactive Client Support, Sales Support & Billing, Sales.

    Qualifications

  • A Bachelors Degree (Business, IT) was  preferred
  • 8 10 years or practical experience in a management position within Customer Service with IT industry experience.
  • Gartner Experience all Gartner product lines and departments
  • 5+ years IT experience; must know generally about all coverage areas, including IT and IT management
  • Windows computer skills
  • Excellent Customer Service skills.
  • Knowledge of Gartner s internal workings, processes, and associates.
  • Knowledge of all Gartner Research process and products.
  • Managerial skills.
  • Multitasking skills.
  • Broad knowledge of major technology areas.

Answering a simple research request from a client required hours of study (read, understand, and be able to discuss). Here are some examples of the research that I would have been responsible for. 

 

[Where did I work before ] [Where did I work next]

Past Employment

Property Management
Estate Keeper, Chateau Mijoba
Residential Property Management Community Manager PPA
Residential Property Management Assistant Manager, Leasing  HVA
Online Technical Account Manager
Massage Therapy Clinical Therapist
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ASP Support Client Services
Inquiry Center CRM Specialist
Call Center Design Engineer
Help Desk Desktop Support
Call Center Client Communications Hospitality Reservations Manager
Sales Special Orders
Retail Commercial Ast Manager

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