Experience

Astound Business Solutions

• United States
• Telecommunications
• 1 - 100 Employee

• National Sr. Strategic Account Manager - Education

  • Aug 2022 - Present

• Strategic Account Manager - Central Region

  • Jan 2022 - Aug 2022



Grande Communications LLC

• Telecommunications
• 1 - 100 Employee

• Strategic Account Manager - Central Region

  • Jul 2019 - Jan 2022

• Supervisor - Enterprise Account Management

  • Apr 2019 - Jul 2019

• Enterprise Account Manager

  • Jan 2013 - Apr 2019

  ● Lead department and manage 4K+ enterprise-level business accounts and $31M in annual revenue for a state-wide digital broadband communications company; analyze client and IT vendor business requirements and recommend effective telecom product solutions● Implement departmental customer response process improvements including creating a reference database, custom templates, and SOPs to achieve an increase in accuracy and decrease customer response time from 72 hours to 24 hours ● Manage contract negations for renewals and upgrades of client accounts resulting in $45K increase in guaranteed revenue for 2016 ● Cultivate and maintain long-term business relationships and maximize retention rates through contract, product solutions, and pricing initiatives to achieve annual revenue goals● Oversee and coordinate schedules for network development projects with Circuit Design, Outside Plant Engineering (OSPE), Service Implementation and Network Implementation departments to minimize customer service interruptions● Mentor, train, and develop Account Management team fostering career progression, performance improvement, and professional development Show less

• Enterprise Service Order Manager

  • Sep 2011 - Apr 2013

  ● Created and managed project plans for new telecom service installations, collaborated with customers to establish expectations and charged as project lead throughout the service implementation process ● Led the transition of newly installed customer accounts into the billing system, managed sales orders, initiated customer contact and disseminated work orders to internal departments ● Analyzed departmental procedures, processes, and workflows to identify improvements and produce cost-effective delivery of services ● Created and implemented new departmental training materials for the commercial billing system including order workflow presentations, screenshots, and detailed instructions; facilitated group training Show less

• Customer Service Representative II

  • Apr 2008 - Sep 2011

  ● Responded to high volume of incoming calls related to customer billing statements, payment concerns, and inquiries; troubleshot and resolved technical issues for residential phone, cable television, and data services ● Consistently met and exceeded monthly sales goals achieving a 97% quality average for customer service through the implementation of one call resolutions and the delivery of high-quality client services initiatives