Detail and accuracy driven professional with extensive financial analysis, customer service and contract negotiation experience. Strong leadership and time management skills. Flexibility in adapting to different work environments quickly and efficiently. Comfortable working in high-pressure, fast-paced environments.
Cost Benefit Analysis
Calm under pressure
INTEGRAGolden Valley, MNOffer Manager II01/2004 to Current
Conducting complex financial, business and operations support for multiple sales channels in multiple service territories specific to bid management
Responsible for working complex financial models to determine profitability and price elasticity while ensuring compliance with government regulations and state tariffs
Managing fiber build analysis and processes for multiple service territories as well as providing financial analysis/support for fiber expansion business cases
Working cross-functionally with multiple departments to deliver product solutions that fit the customer's needs as well as representing my department (Offer Management) in cross-departmental discussions/meetings regarding process development, product/pricing enhancements and general multi-team collaboration
Ensuring each cost-benefit analysis is in the best interests of both customers and the company.
Account Support Coordinator I
Preparing renewal/upgrade/move/service conversion/re-connect/winback contracts for existing Integra customers.
Negotiating and comparing competitive pricing from multiple telecommunications providers to meet the needs of the customer along with the needs of my company.
Completed multiple side projects including contract reviews/account corrections, review of current accounts for possible upgrades and/or contract renewals and assisted with first bill reviews for new managed accounts.
Customer Care Representative II
Assisted in an inbound call center for B2B services, taking 45-50 calls per day on average.
Worked with internal departments to resolve customer concerns/questions with regards to billing, orders and/or repair situations.
Reviewed customer accounts to make sure the services provided are appropriate as well as responding to the demands of the economy when assisting with decisions about pricing/downgrades.
Lead Customer Operations Specialist II
Researched/drafted responses for customer complaints from all regulatory agencies including the Federal Communications Commission, Public Utilities Commissions, Attorney General offices and the BBB
Compiled, reported and managed all daily statistics for the Customer Operations department
Researched and provided written correspondence for all escalations received by the Executive Council
Reviewed and approved all written correspondence drafted by all fellow Escalation team members
Achieved 98.92% overall on quality reviews and led the Customer Operations department in escalations resolved (900+).
Reporting/Data Analysis, Microsoft Office, Salesforce.com, Negotiations, Problem Solving
Operational Excellence Award - February 2016 and October 2014
Sales honors (100% Club-Enterprise MN Sales May 2013/Spotlight Award-Enterprise CO Sales Oct 2013)
Service Star July 2010 - Regional and Company Wide - Selected as company-wide annual winner
Leader of the Quarter - Second Quarter 2007
Employee of the Month: Service Delivery - August 2005/Customer Operations - January 2007
Certificate of Appreciation for major Acquisition/Integration Project - 2005