Professional with over 27 years of successful experience in operational and administrative support. Recognized consistently for performance excellence and contributions to success in the wireless industry.
Skills
Microsoft Excel, Word, Powerpoint, Publisher
Outlook for email management, meeting scheduling/management, task management
Skype
Microsoft Teams
Salesforce
Account Management
Project Management
Contract & SOP Implementation
Customer Service
Client support
New Hire Mentor
Adhoc Reporting
Retail Sales
B2B Sales
Work History
Wireless Exense Analyst, 08/2018 to Current Empire Today – Franklin, WI,
Offered data-driven recommendations aligned with overall company strategies and prioritized process improvement initiatives.
Developed team communications and information for quarterly business reviews.
Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
Brought in new customers and retained base through proactive management of individual needs and development of robust wireless solutions.
Developed and utilized trending reports to assist leadership with key decisions and review of operational targets.
Set up appointments with potential and current customers to promote new products and services.
Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
Researched potential clients and markets to prepare for appointments.
Visited customer locations to evaluate requirements, demonstrate offerings and propose strategic solutions for diverse needs.
Computed total costs and profit requirements for customer sales to provide accurate pricing.
Proactively managed client correspondence and recorded all tracking and communications.
Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral.
Used consultative sales approach to understand and meet customer needs.
Networked at events and by phone to expand business profits and revenues.
Serviced existing accounts on regular basis to maximize revenue.
Coordinator Business Operations, 04/1991 to 05/2017 Verizon Wireless – City, STATE,
Delivered top-notch administrative support to office staff, promoting excellence in office operations.
Monitored business expense processes to identify areas for improvement and implement plans to streamline and optimize outputs.
Maintained consistent and efficient flow of human resources information throughout departments by updating corporate intranet.
Provided best-in-class support to team of Associate Director's, and corporate sales teams, closely monitoring activity to best meet needs.
Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information. Gatekeeper
Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Responded to all client inquiries and asked appropriate questions to facilitate resolution.
Ensured basic needs are being met, providing navigation assistance for various benefits and available services.
Maintained strict confidentiality procedures to ensure data integrity.
Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
Coordinated internal resources and third-party vendors for flawless execution of projects.
Tracked project performance to analyze successful completion of short- and long-term goals.
Prepared and filed documents and collected data to track performance and efficiency.
Identified project scopes, constraints, risks and deadlines.
Investigated and corrected or escalated project problems.
Closely collaborated with project members to identify and quickly address problems.
Sourced additional resources and staff to meet timeline demands.
Gathered requirements, defined scopes, allocated resources and established schedules meeting or exceeding project demands.
Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
Education
High School Diploma: , Expected in 05/1990 Anderson High School - Cincinnati, GPA:
Additional Information
Account Management/Customer Service
Account Management role - lead contact for Fortune 500 client base
Tasked with retention, upselling, client support and training
Dispute resolution
Specialized reporting/analytics
Uncover cost saving opportunities
Client engagement
Administrative Management
New hire training
Liaison between management and client - first point of contact with goal of one call resolution
Gatekeeper
Mentor to new hires
Multiple retail store support/management
Calendar/Schedule Management
Project Management/Onboarding
Responsible for new project implementations
New National Account Contracts
Onboarding clients
Tracking and delegating project owners
Monitor milestones and report on weekly
Engage necessary departments or external resources; working towards seamless implementation/onboarding client experience
Retail Sales/B2B Sales
Quota based positions/Upselling to increase revenue stream
Customer service/client support
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