Experience

• 

  Marshall field's department store

  Jul 1995 - Jan 1998

  Manager

  Managed a staff of two full-time and two part-time Sales Associates and assisted in their initial and ongoing training and development.Increased department sales 18% above division sales increase.Facilitated prompt flow of department merchandise by coordinating lifestyle tables, fixtures, and mannequins with latest trends. Resolved guest conflicts and issues to increase customer satisfaction and to generate additional revenue from repeat business by loyal customers.

• 

  At&t

  Jan 1998 - now

  • Built and maintained relationships with customer, account planning/strategy, and pursed new sales opportunities with a focus on revenue retention.• Monitored expiring customer contracts and proactively retained revenue. o 2019 Total Billed Revenue - $150 M• Managed contract renewal efforts for assigned accounts generated contract addendums and maintained contract expiration inventories. o Ford Virtual Telecommunications Network Services renewal – Total Contract Value - $6.5 M o Ford Master Discount Agreement – Total Contract Value $4.7 Mo Ford BVOIP Services- Total Contract Value $1.8 M o Ford Network Integration – Total Contract Value $772K o FCA – AT&T Switched Ethernet renewal – Total Contract Value $2.7 M o Steelcase – OneNet & BVOIP Services $2.1 M • Supported Client Sales Executives in new sales, retention, and customer services activities. • Handled customer disputes and accounts receivable discrepancies.• Partnered with Client Sales Executives to identified and drive lifecycle sales opportunities to closure. Show less • Met and exceeded sales quotas and customer satisfaction goals to ensure customer retention and uphold the AT&T brand.• Minimized call escalations through effective coaching and support.• Ensured that team members obtained the appropriate training and support to best apply their knowledge and skills on the job.• Communicated business strategies and results to Sales & Service Representatives, empowering them as AT&T #1 employees.• Created and fostered a positive, successful, and professional work environment where employees choose to work and achieve their goals.• Drive wireless sales for the Great Lakes Region as the AT&T Wireless Champion.• Offered frequent formal and informal recognition. • Built a solid productive relationship with all levels of leadership and support teams.• Facilitated effective and supportive team relationships.• Resolved operational and interdepartmental problems quickly.• Provided timely feedback to the management team on customer trends, issues, and needs. Show less Sold voice, data, long distance, and wireless solutions to SBC Valued Account customers.Utilize ACIS BI, ASON, CPSOS, CRM, ESON, RDA, TELEGENCE, and WOT for customer billing and service inquiries for SBC Midwest.Met and exceed monthly sales quotas. Ended 2004 in the 1st quartile for sales revenue. Resolved customers issues with courtesy to increase customer overall satisfaction with SBC.Synergized team to meet quality offers and sales objective while acting as Area Manager in June 2005 & November 2005.Transitioned Detroit DSL Billing into the BCS Valued Sales Center Show less Managed 18 to 30 bargain (CWA) employees - responsible for their training and development.Oversaw the operations for the Recent Change Memory Administration Center and Mechanized Loop Assignment Center for service order provisioning.Conducted internal ISO 9001 audits throughout the SBC Midwest region. Resolved customer escalations regarding discrepancies on service orders to ensure accurate and on-time customer service orders.Attended Michigan interdepartmental meetings to help resolve regional customer service problems.Met and exceeded all Key Service Measurements set by the Director. Proficient in BI, ASON, ACIS, CARS, CCMIS, MARCH, DSF, SWITCH, WFA, Telecom Digital products. Show less Handled customer inquires and solved repair problems for SBC Ameritech Major Accounts Center.Delivered initial and follow-up training for one Administrative Specialist and two Maintenance Administrators.Rearranged the Administrative Specialist tour schedule to the meet the state regulation for the average speed of answer (20 second or less/80% of the incoming calls). Created job aids and work instructions for Administrative Specialist to assist in the ISO 9000 web page certification process.Utilized WFA-C to input and status trouble tickets for large business customers Show less Promoted to Service Leader after being on the job for six months. Handled customer inquiries and solved repair problems for Consumer, Small Business, and Enhanced Business accounts (POTS & Centrex).Negotiated repair services out of service due dates.Applied analytical and decision making skills to neutralize potentially critical situations and developed strategies to improve overall customer satisfaction.Prepared staffing reports regarding force to load for the Force Management Department. Proficient in ICAS, LMOS, MLT Testing, VERIFY/FIX, ROS, & WFA-DO. Show less

  • Account Manager 4 Wholesale

    Dec 1998 - now

  • Sales Coach

    Aug 2020 - Jun 2021

  • Account Manager

    May 2019 - Aug 2020

  • Sales Coach Leader

    Jun 2006 - May 2019

  • Sales and Services Representative

    Jan 2004 - Jun 2006

  • Network Operations Manager

    Jul 2001 - Feb 2003

  • Administrative Specialist/Maintenance Administrator

    Jun 2000 - Jul 2001

  • Administrative Specialist/Maintenance Administrator

    Jun 1999 - Jun 2000

  • Sales and Services Representative

    Jan 1998 - Jun 1999