Summary
Overview
Work History
Skills
Certification
Accomplishments
Timeline
Generic

Rhonda Adams

Glebe

Summary

A dedicated, committed and capable individual who achieves success through diligence and exceptional stakeholder engagement. Exceptional attention to detail with high level problem solving and analytical skills and a trusted advisor specializing in commercial and service delivery management. Involved in all facets of the customer lifecycle from Sales, Delivery and Support. Passionate about how technology can address business issues, and the ongoing alignment of technology with the requirements and strategy of the business. Customer success professional skilled in driving client satisfaction and optimizing service delivery. Proven track record of implementing customer-centric strategies and improving client retention. Known for exceptional collaboration with teams and adaptability to changing business needs.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Senior Customer Success Manager APAC

Avaya Communications Pty Ltd
08.2004 - 01.2025
  • Commercial management of the Managed Services contract for assigned accounts in Asia Pacific
  • Worked with Avaya Sales on strategic Account Planning for current and new Managed Services accounts and/or opportunities
  • Worked with the Avaya Service Delivery Managers on monitoring, measuring and improving overall Customer satisfaction and ensuring delivery of agreed services under Managed Services contract
  • Drive implementation and transition tasks to ensure a tight booking to revenue timeframe by securing engineering support and facilitating cross-geographic resource alignment
  • Manage relationships between delivery resources daily, including contractors, site staff, local field service, engineering and supplier groups
  • Monitoring budget by tracking and approving expenditures, controlling costs, validating vendor expenses, anticipating and correcting forecasting errors
  • Managing risk and impact of Customer change requests and identifying service implications
  • Managed the Client relationship within Avaya, including remote and distributed parts of the Organisation
  • Facilitation of Monthly, Quarterly and Annual reviews with the clients on Avaya performance under the contract including categorizing, prioritizing and accountability of any actions pertaining to these reviews

Solution Design Manager

Avaya Communications Pty Ltd
08.2003 - 07.2004
  • Growth and Expansion of the Managed Service (MS) team APAC, developing new business around the region and supporting corporate objectives to grow the regional business

TeleSales Manager Consumer Banking Payment

Citibank Australia
05.2003 - 08.2003
  • Managing the Integration of Sales and Service into Citiphone

General Manager

Damovo
08.2000 - 12.2002
  • Providing leadership in developing strategies and implementing plans in the areas of call centre solutions and customer management

Skills

  • Customer advocacy
  • Relationship management
  • Upselling strategies
  • Account growth
  • Stakeholder management
  • Revenue growth
  • Customer relationship management

Certification

ITIL4 Foundation Certification & Capabilities
Avaya Certified Sales Specialist
Avaya Certified Design Specialist

Accomplishments

  • High performer within the APAC managed services team rated highly effective YOY
  • Consistently grown Cloud consumption by 32% 2019-2024
  • 98% renewal of supported accounts 2015 - 2025
  • Strong NPS results on supported account - promoter
  • Supported the largest Avaya IP Telephony Multi-site implementations in Asia Pacific – banking finance 3500 seats
  • Supported the largest Cloud CAS implementation in Asia Pacific – banking/finance and utility 2200 seats
  • Received global CEO award for Accountability based on client and internal feedback multiple years

Timeline

Senior Customer Success Manager APAC

Avaya Communications Pty Ltd
08.2004 - 01.2025

Solution Design Manager

Avaya Communications Pty Ltd
08.2003 - 07.2004

TeleSales Manager Consumer Banking Payment

Citibank Australia
05.2003 - 08.2003

General Manager

Damovo
08.2000 - 12.2002

Similar Profiles

CREATE PROFILE
Rhonda Adams