Experience

Enterprise Visions

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Director of Sales Operations

  • Jan 2018 - Present



Level 3

• Project Manager

  • Jan 2014 - Jan 2018



Windstream

• United States
• Telecommunications
• 700 & Above Employee

• Major Business Customer Support

  • Apr 2012 - Jan 2014

  I act as a customer advocate to make doing business with Windstream easy. Provide daily support to assigned customer base. Ensure the accuracy and timely delivery of move, add, and change requests through project managing their implementation. Assist in the escalation of customer’s service related issues. I act as a customer advocate to make doing business with Windstream easy. Provide daily support to assigned customer base. Ensure the accuracy and timely delivery of move, add, and change requests through project managing their implementation. Assist in the escalation of customer’s service related issues.



Norlight, Inc.

• United States
• Telecommunications
• 1 - 100 Employee

• Account Specialist Supervisor

  • Nov 2009 - Nov 2012

  I provided daily support to my down lines to resolve order problems, customer escalations, and billing issues. Supervisorial functions such as employee development, managing performance, trainings. Provide support to other departments and special projects as needed.• Implemented a database to compile process documentation in order to streamline processes and improve efficiency. Provided a centralized location for announcements and communications.• Administered “proactive calling” project with account management and account specialist teams to improve customer retention and drive revenue growth by the AM and AS teams be more proactive with customers instead of reactive.• Created an order tracking and bookings log database to assist sales in identifying sales closed in a given month.• Assisted in streamlining contract and sales documentation used for order gathering. • Moved installation surveys in-house to save on expenses.

• Account Specialist

  • Jun 2008 - Nov 2009

  Work directly with sales staff and VIP customer base to provide daily customer support. Provide escalation to account management team to investigate and resolve customer billing, contract, and service issues and are non VIP customers.

• Account Coordinator

  • Jun 2004 - May 2008

  Project manages and serves as the customer’s main point of contact for implementing complex solutions. Participate in the sales process to articulate and reassure Norlight’s implementation process. Conduct technical meetings to obtain customer information for service delivery. Facilitated information flow among various departments directly involved in the project while managing customer expectations. Verifying the solution outcome matches to the solution definition and provide post implementation and sales customer service support.

• Sales Coordinator

  • Aug 2003 - Jun 2004

  office assistant to Account Executives and the General Sales Manager. Tracked sales personnel’s activity as well as closed business for commission payments. Provided reporting to General Sales Manager to show sales and business trends.