Carolyn Samuelson Email & Phone Number

Redmond, Wa

Effectively fulfilled role as Internal Knowledge Source on all processes and programs related to Mobility and Wireline Enterprise Sales Organizations.Responsible for compiling, analyzing and communicating weekly compliance metrics. Partnered with all levels of the Enterprise Sales Organization to represent their interests and issues across ordering system initiatives from requirements gathering, project implementation to life cycle management.Responsible for communications, training, sales and exception process development, weekly reporting and monitoring of price override compliance projects. Actively participated with cross-functional resources including IT, Marketing Operations, Care Operations, Finance, Field Operations and Sales Operations managing appropriate resource participation in order to ensure project success.Provide regular project and program status to leadership, Business Operation Managers, Segment Leads and business owners for each assigned project/initiative.

Redmond, Wa

Responsible for the analysis of Customer Experience Engineering (CEE) survey, competitive benchmarks and sales team feedback of customer experience “pain points”. Effectively identify, prioritize, and deliver pain point solutions for our business customers. Partner with cross functional teams for the delivery of billing error reduction solutions. Lead initiatives to implement identified customer experience benefits.

Redmond, Wa

Developed new, and modified existing Small Business sales processes or policies as a result of new or existing strategic initiatives. Hired, trained, and managed contractors resulting in delivery of a completed Sarbanes Oxley audit ahead of schedule.Responsible for annual Small Business Mobility Compliance Verification corporate privacy attestation.Created accredited Business Contingency and Disaster Business Continuity Plans for Small Business direct sales organization.Analyzed existing Fraud, Credit and Adjustment, Privacy, and FCC Compliance sales processes and policies for inefficiencies and potential areas for improvement.

Redmond, Wa

Responsible for the development, delivery and support of nationally focused business sales processes and policies. Responsible for Fraud, Credit and Adjustment, Privacy, and FCC Compliance sales processes and policies documentation and communication.Managed the day to day activities and tasks that impacted the sales channels; including communication and training of timelines and deliverables.Provided project and program status to key business stakeholders and sponsors on a regular basis.Partnered with cross-functional resources including IT, Marketing Operations, Care Operations, Field Operations and Sales Operations, to direct BMG annual Sarbanes Oxley audit.

Bothell, Wa

Responsible for development of online customer provisioning tool. Supported customer feedback and requests via website, providing weekly statistics to Enterprise Direct team. Actively participated in weekly calls, providing system performance updates.Co-author Enterprise Support Internship Program document, successful completion of first candidates Q1 2005.Developed e-mail consolidation project with National eTeam. Implemented a single website address to submit change requests for all internal order placers and standardized the request form. An active participant on eTeam national standardization project. Designed, tested and implemented a web based request form. Mediated customer solutions in a timely manner resulting in a balanced outcome for customer as well as business. Partnered with Business Operations Managers to update processes.Coordinated cross functional teams to train, monitor and provide feedback to contracted employees. Ensured Enterprise eTeam metrics, service level and quality, were met.Trained and managed conformance of team to internal policies and procedures. Resulted in the highest national average in Quality.Supervised day-to-day operations of up to 22 eTeam representatives, ensuring high level of productivity and quality customer interactions.

Bothell, Wa

Coordinated contractors to train, monitor and provide feedback to ensure Enterprise eTeam metrics were met.Took ownership for escalations of maintenance transactions for Corporate customers.Trained and managed new team members to internal policies and procedures. Created training curriculum and documented keystroke manuals of all eTeam transactions, which became the manual basis for posted Policy and Procedures.

Bothell, Wa

Provided support for Enterprise Business customers in the form of account and service level changes.Educated Nationally Contracted customers on their billing CD product.Created and successfully implemented new hire Mentoring Program, providing new representatives with hands on experience, side by side training, and Enterprise subject matter experts.