Cassandra Willis Email & Phone Number

San Antonio, Tx, Us

Mumbai, Maharashtra, In

• Respond to complex and simple requests from valued third-party partners, customers, agents, vendors and nation wide sales team.• Process quotes, contracts, orders, and escalations accurately and in a timely fashion• Complete any additional clerical activities associated with the responsibilities of the position• Establish and assess customer data, updates, and retrieve customer information while simultaneously safeguarding that information• Interact with partners by telephone via both inbound/outbound calls and email correspondence.• Promote a positive corporate image and partner perception of Frontier and maintain a high level of customer service and support• Worked with new offshore support team to provide training and development, responsible for escalations and providing daily matrix

Dallas, Texas, Us

• Respond to complex and simple requests from valued third-party partners, customers, agents and vendors• Process quotes, contracts, orders, and escalations accurately and in a timely fashion• Complete any additional clerical activities associated with the responsibilities of the position• Establish and assess customer data, updates, and retrieve customer information while simultaneously safeguarding that information• Interact with partners by telephone via both inbound and outbound calls and email correspondence• Promote a positive corporate image and partner perception of Frontier and maintain a high level of customer service and support

Rochester, Ny, Us

• Responded to Quote, Contract and Order requests from Master and Sub Agents• Created new opportunities, validated addresses, product availability, generated and deliver product quotes• Offered alternative products if certain products were not available.• Generated Contracts for Customer signature for Commercial services• Created / placed order requests in a variety of systems to begin the provisioning process Administrative and Training• Promote a positive corporate image and partner perception of Frontier and maintain a high level of customer service and support

Somerset, New Jersey, Us

• Oversees the migration efforts of the Verizon Partner Solutions (VPS) systems transformation with a focus on helping customers simplify their overall customer experience from quote to order to bill and order.• Serves As the technical project manager, this position interfaces with the Customer, Business and the IT teams to facilitate, track and communicate the migration of customer profile data from Verizon’s legacy to the new platform• Organizes and leads small groups (value team facilitators and IT) in order to create and deliver • Customer onboarding and training material for new releases and enhancements. Schedule/attend customer meetings gather voice of the customer (VOC) input and identify trends/customer needs.• Project Management responsibilities include: cross-coordination/delivery tracking across the work groups, providing project updates to management and customers; scheduling and hosting meetings, updating information radiators, setting priorities, track progress & issues, and manage the overall delivery of multiple projects.

Basking Ridge, Nj, Us

Basking Ridge, Nj, Us

• Led a team of Client Success Managers, planning and reviewing their work, removing barriers and solving problems to help them be optimally productive• Oversaw customer performance analysis related to post-sales support in areas of SLA compliance, Service Delivery, Billing and overall account support• Initiated new processes to improve the team’s performance• Monitored KPIs across several technologies and implemented action plans when needed. Served as an escalation point of contact for all service-related matters to ensure customer satisfaction• Developed and deployed offshore PMO model to support 2000 new customers, improving retention, revenue acceleration and customer satisfaction by 20% in 2017 and 2018• Led team to improve service delivery by 60% for SLA increasing "Voice of the Customer" satisfaction scores from 6.9 to 9 (out of 10) in 2017 and to 9.3 in 2018• Implemented organizational strategies that improved employee performance, engagement, leading to an increase in sales and reduction of employee turnover by 25%

Basking Ridge, Nj, Us

• Worked directly with San Antonio customer base in designing solutions to proactively reduce potential service issues• Focused on strategic planning with customer and account team in support of the long-term business objectives• Worked on-site with customers to improve service and drive continued customer satisfaction• Oversaw billing issues, VEC access and conducted customer training• Prepared and conducted Quarterly Service Reviews with executive management• Managed the lifecycle vendor management program, overseeing contracts totaling over $30 million• Served as key point of contact for corporate customer escalations as Customer Support and Account Manager• Responsible for evaluation and negotiations for the new/existing customer base• Provided and developed monthly commitment and inventory reports focused on the bottom-line business• Responsible for billing issues, VEC access and conducting customer training• Assisted sales with business case studies and forecasting future revenues• Oversaw account receivables, CPNI Authorization, review of first and last invoice and SLA Credits• Developed strategies that led to a business increase of 35%

Basking Ridge, Nj, Us

• Managed all aspects of the sales process including assessing customer needs, negotiating sales contracts, and closing new accounts• Worked with national and international sales teams to provide objective business solutions• Investigated and determined current and future customer requirements• Quoted pricing for new contracts and provided client relations• Solicited and verified current customer status and delivered advanced network solutions• Educated customers on promotions and pricing alternatives• Analyzed sales reports and area goals to develop new business• Created strategies to increase sales and maximize profit

Basking Ridge, Nj, Us

• Worked with Nationwide Sales team to accommodate service needs• Assisted and quoted pricing for existing customer base• Researched and assessed billing inquiring• Assisted with complex networking issues• Served as key point of contact for corporate customer escalations• Successfully maintained revenue base of over $500K• Evaluated and negotiated new/existing customer base• Secured Outbound Customer Sales Retention• Identified and analyzed areas of service development and implemented performance plans• Provided on-line customer support for e-commerce accounts

Basking Ridge, Nj, Us

• Received and processed customer maintenance requests• Researched unresolved customer billing (toll-free, disconnect, change request) issues• Handled complex networking issues• Managed and maintained customer inquiries to ensure customer satisfaction• Created and generated service reports

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