National Business Care Manager
AT&T WIRELESS & MOBILITY / CINGULAR WIRELESS
Promoted to fuel profitability of $15 million portfolio of national and global accounts including Pfizer, Bank of New York, and McKinsey & Co. Masterminded all aspects of marketing strategy and developed core-care competency programs assuring high levels of customer satisfaction. Coordinated efforts of departmental personnel and teams spanning engineering, fraud prevention, IT, and receivables to assure outstanding service. Provided post-sale customer training, troubleshooting and problem-solving.
- Boosted client retention, reduced competitive pressures, and increased market share by developing Operation Save retention program proactively improving communication and service.
- Increased market share and client retention by proactively analyzing client services and business needs, and proposing solutions that reduced operating costs.
- Achieved all incentive goals through consistent delivery of outstanding customer service.
- Promoted client use of 3rd-party premier website portal providing cost-efficient sales channel, assuring profile forms conformed to site requirements, and ensuring integrity of customer data.