Sales & Operational Support

Partner with top Enterprise Account Executives to provide strategic sales support for the most complex and most significant customers within the Enterprise segment. Leading the initiative with problem solving and incorporating relationships with cross-functional teams to remove obstacles for the Account Executives and our customers. Identify opportunities to streamline support processes; works with stakeholders to develop and update project schedules and plans with deliverables while managing deviations.

● Spearheaded multiple projects worth $305K+ in revenue annually.
● Acted as mentor and effectively assisted 3 individuals in achieving career goals through development.
● Developed and executed training curriculum resulting in successfully training 20+ new hires in our organization.
● Streamlined resources and directed processes resulting in saving 1,000 hours of the Account Executive’s time annually.
● Recipient of numerous peer nominations for teaching, coaching and inspiring which resulted in achieving the T-Mobile Operate With Purpose Award.
● Achieved Q4 2022 Winners Circle Award which is reserved for frontline support employees who work hard on behalf of the frontline to equip them to be the best of the best.

Managed Business Indirect partners providing them a resource for Corporate Liable, Individual Liable and FedGov – Public Sector account support. Supported Wireless Innovations full time providing them with a one stop resource, eliminating multiple touchpoints and resolving all customer concerns. Tracked and audited monthly reports to ensure partner accuracy and compensation. Collaborated with cross functional teams and stakeholders to streamline support processes and deliverables.

● Performed account maintenance, and escalation resolution for indirect sales teams with key accounts such as Deutsche Bank, Pfizer and UPS.
● Developed core document to guide teammates step by step through processes which resulted in a 50% decrease in errors.
● Averaged 6,500+ requests with a resolution exceeding a two-hour SLA annually.
● Recipient of peer nominated Circle of Achievement award for going above and beyond.

Handled high level executive escalations for Individual Liable customers that submitted complaints to Federal Regulatory agencies such as the Attorney General’s Office, Better Business Bureau, and Federal Communications Commission. Created strong interdepartmental relationships to facilitate resolutions. Provided written correspondence to the Regulatory agencies detailing the findings and resolutions of the reported complaints.

● Certified and trusted writer as a result of my eloquent professional etiquette.
● Managed 4-6 complex escalations daily resulting in positive customer resolutions.
● Consistently performed at a high-level meeting both internal metrics and legal requirements set by the Regulatory agencies.
● Recipient of multiple Crown Perks awards for obtaining 106% on key metrics.

Lead multiple teams of 14-16 Premier Care Customer Service Representatives providing them a resource for floor support. Established low attrition environment by boosting the moral of team members with weekly rewards and recognition. Coached behaviors with specific action plans aimed at customer surveys and metrics.

● Mentored 45+ new hires by leading the Learning Lab resulting in a 98% graduation rate.
● Managed team adherence resulting in exceeding 80% goal.
● Extreme ownership that resulted in 99% resolutions of customer escalations that could not be addressed at an agent level.
● Achieved 100% of key metrics which resulted in recipient of Crown Perks award and Employee of the Month