Results driven Client Support Professional with a consistent record of exceeding assigned objectives in support of corporate and team goals. Experienced supporting changing product lines and processes
while learning new provisioning tools as they are being developed and updated. I work and collaborate closely with sales and provisioning teams, technicians, project management and other business units to achieve and deliver
on customer's needs.
Client Support Specialist, 01/2002 to CurrentIBM/ AT&T
Provide ordering, billing and general customer support to business clients and act as the customers' advocate.
Coordinate multiple organizations to oversee implementation of complex orders and associated billing for complex data, and IP product lines.
Assist sales teams to assemble a holistic view of customers business with our corporation. This may include records of proposals, contracts and network inventories across multiple platforms and product
Provide pricing and contract service level agreements.
Provide contract interpretation to the customer.
Participate in Shared Expectations Sessions with customers, pre-sale and post-sale.
Provide Account Executives with technical assistance with sales proposals.
Support the sales center in new product and promotional initiatives and billing questions or disputes.
Develop strong linkages and relationships with a variety of groups responsible for supporting customers.
Responsible for collection of complete and accurate customer data set.
Customer Project Manager, 06/1998 to 01/2002AT&T
Responsibilities included the implementation and coordination of client requests for complex voice, data service and Toll Free advanced features.
Provided support to Account Executives for presentations, systems questions and billing issues.
Coordinated the customer, telecommunications' equipment vendors, and AT&T teams to provide an on time accurate installation.
Tracked and reviewed all orders and requests for process quality.
Conducted face-to-face meetings with customers to provide bill reviews and pre-sale technical information.
Educated the sales force on the most up-to-date processes to complete their tasks.
Served as a mentor for five project managers providing them with the tools and skills needed to be successful in their positions.
Served as our branch subject matter expert for our flagship product AT&T Business Network.
Customer Service Support Specialist, 09/1996 to 06/1998AT&T
Implemented and serviced the switched Software Design Network for AT&T's largest customers.
Increased customer satisfaction to both internal and external customers with the use of my excellent organizational, administrative, and time management skills.
Created confidence in the work center with timely, accurate provisioning of customer requests.
Reviewed customer accounts for correctness with national account customers and national account managers.
Demonstrated expertise in cultivating relationships with accounts ranging from major corporate to mid-size national accounts to small entrepreneurs.
Account Representative-Commercial Account Specialist , 06/1988 to 09/1996AT&T
Negotiated the sale of AT&T products and services for new and existing customers.
Handled large volume of incoming calls.
Implemented orders for business services.
Operated as a team player with emphasis on meeting both individual and team quotas.
Served as the team subject matter expert and point of contact for questions regarding products, promotions and process related issues within our branch office.
Responsible for researching and correcting complex and unusual billing issues and product implementation.
Served as the first point of escalation for dissatisfied customers and resolved executive complaints for our branch.
Maintained and improved customer satisfaction through customer focused sales and business consultations.
Automatic Flight Control Specialist, 02/1984 to 02/1988U.S. Air Force
Supervised military personnel in the repair and maintenance of automatic flight control systems on A10 attack aircraft.
Recipient of the Air Force Commendation Medal and the Good Conduct Medal.