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Work experience

Sep 2004Jan 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 2002Sep 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 2000Jul 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.

Skills

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

References

Gordon Fraser

"I have known and had the pleasure of working with <Amy> for over six years now.  During this time I have found Amy to be someone who is both passionate about what she does but also highly competent, which is truly a terrific combination

Amy reported to me directly for over a year as both an individual contributor and as a manager.  She could always be counted upon to deliver what was required, at an individual level and also in her capacity as a leader.  Typically she exceeded requirements, particularly in terms of sales & retention performance which are the core competencies for success in any account management type of role. 

She is also a strong team player who gels well with others and is more concerned with achieving the team objective or result vs. seeking personal glory in the task."

Sara Cordaro

"Amy has always displayed a high degree of integrity, responsibility, and ambition. She is a strong leader with a high work ethic. Amy is highly motivated and possesses superior skills in the areas of verbal and written communications, time management, and organization.Her leadership style is fair and consistent and she excels in the areas of facilitating, coaching and growing individuals.She provides an environment in which to learn, excel, and provide feedback openly.

She is a most dependable team player. Her good judgment and mature outlook ensure a logical and practical approach to her endeavors.

Amy would be an asset to any organization."

Shana Brewer

"Amy has always displayed a high degree of integrity, responsibility, and ambition. She is definitely a leader rather than a follower. She has proven her leadership ability by organizing a team of account managers within One Communications to provide exceptional support for the companies’ premier accounts.  She trained and molded this team to be very successful in this multi-role position. She can also be expected to propose process improvement ideas and be willing to put into play.   

She is also a most dependable team leader and team player. Her positive attitude encourages others to follow suit."

Resume

Summary

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