Calvin Brooks Email and Phone Number

Enterprise customer life cycle management

The primary responsibility of the Account Consultant (AC) is the sales and sales support of complex communication solutions (IP, data, voice, etc.) for Business Customers. The AC is focused on the ordering, delivery, and accurate billing of monthly recurring customer services. The Account Consultant, in coordination with the direct sales professional, provides support during the sales process for order management, billing assurance and retention activities.The position is the primary interface for the Sales Professionals and internal departments focused on delivering an excellent service experience for the Enterprise customer. • During pre-sales, the AC assists the Sales Professional in managing order requirements, evaluating contract language, process support and general product knowledge support.• The AC consults and works with the Sales Professional on complex solutions in compiling order placement information, works with Service Delivery on the timely building of the orders and validates accuracy in our provisioning systems. Then in collaboration with our Provisioning and Implementation teams they manage the order to ensure the products and services are installed as intended.• Billing review: Proactively reviews first customer bills to confirm accuracy to meet the contract requirements and/or order specifications. The AC has the responsibility to correct billing errors and to request the associated credits for approval.• Interacts effectively as a team member to support achievement of sales objectives. • Contributes to the attainment of revenue objectives by contract renewal management, and managing orders from the sales stage through to accurate billing and revenue recognition.• Provide basic training to customers and Sales Professionals on reporting tools such as Control Center and Bill Analyzer

Retain/Grow base of 300+ clients. Responsible for selling telecommunications and data products such as CenturyLink Cloud, MPLS, Metro Ethernet, Unified Communications, Hosted VOIP, SIP Trunking to business customers. Avaya and Adtran Certified. Present solutions, address product inquiries, maintain and routinely update business customer profile information including key contacts, product interest, long-term business plans or other information to facilitate future opportunities for sales.

Provide direct support to Enterprise Order Management Representatives responsible for service delivery to CenturyLink’s largest Business customers.Roles and Responsibilities of Enterprise Business Care & Sales Support Coach• Supervising of agents during evening hours of operation• Daily Excel reporting of center results and order tasks• First level escalation for irate customers and outage escalations• M&P and Handbook – Validation/Updates/Development• Conducting new product/process/keying training• Coaching, developing & chair side coaching of Enterprise Business Care Agents• Identify training deficiencies with the center and make recommendations to Operation Manager• Solicit feedback from Representatives and Management team for coach development• Attend “Train the Trainer” calls to provide feedback and lead rollout to center• PUC/Executive complaints and follow up with Commission and Customer• New Hire Care and Sales Support• Sales support of promotions• Lead promotions to motivate agents• Assist with Service Level Impacts(Keying orders and handling Customer calls as need arises• System administration support• Team quality and Audit/Appeals Resolution• Special projects(New product rollout support)

Roles and Responsibilities of Enterprise Emerald Business Indirect Sales Support Team• Order entry and management for Indirect Sales Emerald agents• Process reports and spreadsheets for commission conflicts • Produce, analyze and report on process & sales performance/offer improvements• Lead trainer for Sales, Process and Order Entry for the IST• Lead trainer/presenter for Regional Partner Conferences through Southeastern US• Research and Resolve billing disputes for Customers on behalf of Sales agents• Resolve customer conflict and order escalations• Enter credits for billing issues and mistakes• Resolve PUC and Executive complaints reporting to both Commission and customer• Winback order management(Worked with over two hundred carriers to coordinate winbacks