Work experience

Work experience
Sep 2004 - Jan 2009

Regional Manager, Premier Account Support

Lead team of Account Managers to successfully grow revenue, increase retention, improve the customer experience and drive promotional results among One Communication’s highest billing clients in Mid-West.

  • Forecasted monthly sales goals; consistently exceeded monthly sales and retention objectives.
  • Coached individual contributors in the area of sales, retention and time management resulting in highly successful Account Management Team.
  • Interviewed and hired new employees to fill head count needs.
  • Managed customer escalations in areas of repair and billing, to ensure quick resolution and increase customer satisfaction.
  • Negotiated contract and pricing terms with Marketing and Legal teams to drive sales and renewal results.
  • Created and maintained relationships with other supporting teams; ensured assistance in maintaining customer needs.
  • Created partnership between Account Management Team & Process Improvement Team for all initiatives impacting the Premier customer base. Guaranteed that team was represented during times of change by providing input and guidance.
  • Created a “Service Challenge” exercise in Q1 2007 in which Account Management teams were tasked with identifying current challenges as well as potential solutions; empowered employees to become change agents.
  • Systems Administrator/Team Lead for all base management, account assignment and training needs.
Jul 2002 - Sep 2004

Client Development Team Leader

Choice One Communications

Responsible for training, and developing account management team in areas of sales and support. Assisted in managing customer escalations to ensure quick resolution.

  • Coached team in areas of renewals and retention in order to drive positive results, process development expert.
  • Pre-qualified client impacting escalations and follow through to completion.Coordinated roll out of new promotions, drove and tracked results.
  • Assisted in developing new hire training, identified training needs for existing team and conducted training.
Oct 2000 - Jul 2002

Client Development Representative

Choice One Communications

Managed base of 300 customers; sell new services, answer questions regarding billing or service, and handle the day to day maintenance of accounts.

  • Chair member of Advisory Board 2000-2003.
  • Member of President's Circle of Excellence 2001 and 2002 for individual sales contribution and retention rate of over 99.55%
  • Evaluated telecommunication needs to determine best solution for customer’s business as well as Choice One. Created and presented customer quotes for new business and/or renewal.
  • Forecasted sales goals and managed funnel to assist in achieving goals.
  • Renewed customers before contract expiration in order to increase customer retention.
  • 125% YTD of sales quota in 2001 and 133% in 2002.
  • Maintained a retention rate of 99.55% YTD in 2001 and 99.72% in 2002.
  • Obtained customer referrals for new business; worked with local sales team to close business.
  • Managed customer escalations by utilizing resources to ensure quick resolution; increased customer satisfaction.
  • Held 5-10 face to face customer appointments per week.



Reporting Creation & Analysis

Microsoft Word, Power Point & Visio

Microsoft Excel

Process Improvement

Telecommunication Network Knowledge

Team Facilitation

Customer Service

Sales Growth Strategies

Customer Retention Strategies

Team Development & Management


Dependable leader, with 9 years of Telecommunications experience, seeks new challenge with a growing organization. Expertise in motivating individuals in the areas of sales, customer service and relationship building. Possesses strong organizational and multi-tasking skills. Experience utilizing Process Improvement tools and techniques in order to improve internal processes resulting in efficiencies and savings. Energized by competition and financial reward.

~Professional Highlights~

  • Effectively managed team during corporate merger; Tracked 92% team retention during reorganization.
  • Exceeded sales and retention goals throughout individual contributor and management career.
    • President’s Circle of Excellence Award Recipient 2001 and 2002 for sales and retention achievements.
    • 100% Club Award for Sales Achievement 2001.
    • Ultimate Teammate Award 2000.

Volunteer Experience

  • Big Brothers Big Sisters
  • Homes Exist for Orphaned Pets (H.O.P.E.)

Personal Interests

  • Cooking, Entertaining
  • Camping, Hiking
  • Reading
  • Photography