Lauren D.

Experience

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  Level 3 Communications

  Aug 2013 - Jul 2020

  •Develop and manage customer relationships to retain existing revenue inclusive of primary contract renewal responsibility within assigned partner account base.•Manage resolution of customer-impacting billing and service related issues by facilitating with appropriate internal groups, coordinating completion, and ensuring timely communication.•Conduct periodic calls/ meetings with assigned customers and partners to foster a strong partnership and ensure that the customer's issues are regularly voiced and they are kept informed about ongoing improvement opportunities. Assist Operations with the management and development of customer relationships with Operations so that processes and interface arrangements are understood between the all companies.•Evaluate and report on performance against contracted SLAs.•Initiate/coordinate request for outages (RFO) with the appropriate internal teams, communicate appropriate information to the customer and ensure appropriate Service Improvement Plans (SIP) are implemented to address the issues.•Maintain customer inventory for assigned module, including term expiration, keeping integrity with services sold•Perform monthly/ quarterly business reviews for assigned customers focused on revenue trends, network performance, open orders, corresponding improvement plans, billing issues, industry trends and company events.•Portal On boarding/process training. Onboard customers in partnership with SME organization. Review Customer Information Guides with Customer and Partner, update when necessary. Liaise with internal departments, customer and partner to ensure all needs are addressed related to onboarding. Show less • Manage day-to-day tasks for VP of IP Service Assurance as well as VP for Field Ops. • Responsible for calendar management, including setting up meetings with customers, sending delegates, understanding the priority of a vast array of meetings and knowing how to navigate through them. • Setting up travel arrangements for VP’s, completing expense reports. • Setting up meetings for 40+ individuals, creating agenda’s. Setup staff agenda’s, take meeting minutes, follow up on action items. Setting up conference rooms for meetings, ensuring computer system is working correctly and if not, finding the resource to fix the issue. Organizing executive luncheons/dinners/happy hours. • Drafting letters of recommendations, emails on behalf of the executive to send to entire organization• Compiling lists/data/reports used for presentations. • Organize, run and manage facility events, driving employee interaction and boosting morale. Organizing blood drives, volunteering opportunities and company-sponsored training. • Speak with customers of large corporations and ensure their needs are being fulfilled.• Pulling reports for customer tickets and outages• Proficient in Outlook, Microsoft, Powerpoint• Knowledgeable in Excel Show less

  • Partner Support Manager

    Feb 2017 - Jul 2020

  • Executive Assistant

    Aug 2013 - Feb 2017
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  CenturyLink

  Jul 2020 - Jul 2022

  Channel Sales Manager

  • Develop and implement opportunities to cross-sell and up-sell accounts to increase overall total end customer and partner business with the company· Create account plans and strategies to win new business from existing customers, coordinate with Inside Sales on partner sales opportunities, prepare customer presentations, and coordinate with internal groups (sales engineering, product, etc.) during the sales process· Develop sales in designated account base by working with partners to identify new sales opportunities· Recruit new partners into the partner program· Coordinate and deliver training and on-boarding programs for Partners to ensure sales readiness for company products and processes, including product and systems training· Manage and serve as the escalation path for end customers and partners to ensure excellent customer experience· Provide accurate and detailed weekly, monthly and quarterly forecast funnel of identified and proposed opportunities to meet or exceed quota requirements Show less

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  Lumen Technologies

  May 2022 - now

  Develop and implement opportunities to cross-sell and up-sell accounts to increase overall total end customer and partner business with the company· Create account plans and strategies to win new business from existing customers, coordinate with Inside Sales on partner sales opportunities, prepare customer presentations, and coordinate with internal groups (sales engineering, product, etc.) during the sales process· Develop sales in designated account base by working with partners to identify new sales opportunities· Recruit new partners into the partner program· Coordinate and deliver training and on-boarding programs for Partners to ensure sales readiness for company products and processes, including product and systems training· Manage and serve as the escalation path for end customers and partners to ensure excellent customer experience· Provide accurate and detailed weekly, monthly and quarterly forecast funnel of identified and proposed opportunities to meet or exceed quota requirements Show less

  • Account Director

    Oct 2022 - now

  • Senior Channel Sales Manager

    May 2022 - Oct 2022