Goal-oriented and accomplished individual with extensive experience in delivering top-notch customer service, achieving target and goals, and analyzing market trends within ever changing industry. Skilled in improving customer interactions, generating sales leads, acquiring potential customers, resolving complaints, supporting service functionality, and reinforcing guidelines in accordance to regulations for accomplishing predefined goals. Intuitive leader with ability to design and implement strategic tools and programs for optimizing customer service techniques and securing potential clients while forging lucrative relationships with customers and key decision-makers to explore profitable business opportunities.
Excellent communication, negotiation, and interpersonal skills along with ability to communicate effectively at all levels. Adaptable to ever-changing demand of working environment with track record of developing continuous improvement culture, building top-performing teams, and enhancing internal operations.
Generated revenue by 20% in customer portfolio through delivering exceptional services and implementing effective strategies.
Managed customer portfolio of top tier accounts, including AT&T along with ensuring program delivery to expand footprint of Blackhawk within organizations. Fashioned and implemented enterprise-wide products and services, such as Rebates, Prepaid Cards, Gift Cards, and employee engagement tools. Devised programs to acquire potential customers, as well as built lucrative client relationships to provide unique insight based on experience and industry developments. Administered internal programs and assured product delivery to improve profit margins. Served as internal customer advocate to offer creative solutions.
Envisioned and employed AT&T Switcher program to provide competitive customer acquisition program for endorsing customers to switch telco providers under contracts.
Offered solutions to support current client initiatives and worked towards applying strategies to expand other programs. Oversaw team of five direct reports with three supporting groups. Served as focal point for all teams' internal coordination to explore new opportunities and manage client health and operational activities. Executed multiple operations, such as vendor management, inventory tracking, customer service training and monitoring, API connections, and reporting and solution redundancy. Collaborated with operations team and vendors to build and introduce new products, including web-based applications and prepaid products.
· Designed and introduced first real-time activated / loaded VPLN Prepaid Card in UK for EE Telco.
Coordinated and applied rebate programs for AT&T to acquire $1M new customers monthly.
Oversaw account portfolio to add telco, tires, travel, and marketing agencies. Spearheaded the management of daily client success strategies to escalate customer issues. Formulated and implemented SOPs for client / program applications and ongoing client management. Leveraged improved reporting ability for delivering creative content to clients. Liaised with sales team to develop sales tolls for facilitating case studies. Forged strategic alliances with vendors to adhered with State and Federal regulation to ensure all Prepaid Card Products compliance.
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