* Develop, execute and over see a business strategy that prioritizes growth and positive customer experience* Maintain positive professional relationships with clients. use financial techniques to improve sales* Enhance the customer experience with continuous meetings, Conversations and QBR's* Conduct high-level industry research to develop effective sales solutions.* Promote company's products or prospective clients.* Bring a human element to Technology.

* Develop and execute strategic account plans for identified targeted account plan.* Identify and win new business with new logo accounts and existing customers.* Attain and exceed quota goals and objectives.* Utilize CRM's such as HubSpot and Salesforce.* Fortify relationships and partnerships with customers, decision makers for Telecom, IT, Telecom Expense Management, Access and Project Management.

▪ Direct calling, email and contact efforts you will identify, qualify, and generate these new business opportunities by working directly with Key Decision Makers.▪ Compliment prospecting and selling efforts through onsite customer meetings as needed.▪ Use consultative and relationship building selling techniques to identify current and future connectivity solutions.▪ Help Cogent Communications customers and prospects by positioning our services for new business by leveraging the global network footprint that includes commercial and retail buildings, carrier neutral hotels, data centers and colocation facilities.▪ Achieve revenue goals set forth by Management.▪ Perform KPI's, QBR and customer feedback monthly.▪ Structure and implement the EOS Model▪ Work with Global customers in over 40 countries to support Connectivity/IP Transit needs.

Responsible for the entire lifecycle of the client experience from pre-sales and sales support through new client implementation and service desk support. Ensures that the organization is delivering a positive experience for clients and that internal teams are upholding the promise of reducing costs, increasing revenue and productivity while efficiently managing company costs and resources. Represent customer’s perspective to entire Executive Management Team. Ultimately responsible for the development of a comprehensive set of well-documented processes and procedures in all areas of responsibility to include:➤Working independently and aggressively to achieve a broad range of strategic and projected-based goals as they pertain to sales, service, marketing, product enhancements, and deliverables. ➤Provide mentorship and develop customer service teams to ensure the production of outstanding, client-focused, results-oriented work to meet team and individual goals. ➤Ensure accurate and efficient resolution to escalated customer issues. ➤Complete and manage adherence to project plans, complete monthly usage reports, monitor task schedules and budgets maintaining accurate documentation/records for all projects.➤Responsible for benchmarking and implementing best practices promoting continuous improvement to technologies and processes. ➤Manage and assess project risks, troubleshoot issues, recommend and properly execute solutions inclusive of delivery challenges. ➤Communicate with carrier account teams and client regarding renewal opportunities; clarify and message options and expectations to the client with goal to maximize client retention.➤Serve as an effective subject matter expert to cross-functional teams.

➤ Established long-term, profitable, trust partnerships and relationships, generating over $70MM annually for CLEC, as well as monitored programs, projects, processes, and procedures to ensure on-time delivery and customer satisfaction, reducing churn rates by 59-79% MoM.➤ Directed and managed the day-to-day operations of a local telephone company, CLEC, a reseller of local and long-distance phone services along with internet services, DSL, and VPN to over 9K customers nationwide.➤ Ran multiple internal departments including Call Centers, Major Accounts, Service Implementation, Billing Resolution, and Retention, while managing a team of 15 Managers within the Customer Service, Resolution, and Inside Sales departments.➤ Supported 150 Agents in the channel within telecom nationwide, and interfaced with resellers such as BellSouth, Qwest, Verizon, and Sprint on a daily basis, and enhanced relationships with all vendors to ensure the continual provision of superior customer service.➤ Developed and implemented procedures pertinent to the effective, efficient operation of the Customer Service Department, focusing on customer retention within all departments, as well as identified and proposed new project management strategies.➤ Partnered with the management team to align Customer Service department policies and systems with the company's objectives, setting performance standards to meet service goals, while providing feedback to the company regarding service failures or customer concerns.➤ Presented strategy, concepts, and new processes from wide audiences, from task workers to strategic thinkers, and modified presentations to meet audience needs, successfully obtaining buy-in.➤ Oversaw customer issues and ensured effective, long-term problem resolution, communicating with internal teams as needed to develop a solution, while keeping a record of customer interaction and details of actions taken.

➤ Coach a work group responsible for day-to-day order & billing inquiries for 150 CLEC’s in 50 states.➤ Negotiate resolution of order jeopardies.➤ Manage the development of customer specific proactive service delivery improvements.➤ Advocate interfunctionally on behalf of major access customers for quality access order and billing services.➤ Supervise & train a group of 20 Managers and the day to day activities of a national call center.➤ Develop technical expertise, analytical, and management skills in work group of management and 208 hourly employees.➤ Exceed the National Open Markets Center’s expected revenues & rating by 13%

➤ Served as subject matter expert for all of GTE paging in retail & business channels.➤ Conducted training & motivational classes on a monthly basis for over 120 retail & management personnel in Multiple Regions. South Region (NC, SC, VA, FL, KY and AL). North Region(PA & OH)➤ Implemented strategies to help increase sales & profitability within the business & retail channels.➤ Consistently surpassed financial goals & objectives set forth by GTE management.➤ Placed the utmost importance on customer satisfaction and customer retention.➤ Increased sales & revenues by 156% of GTE’s business plan.

➤ Consistently surpassed quarterly profit plan through increased market rate structure.➤ Communicated daily with fortune 500 decisions makers.➤ Effectively penetrated markets through telemarketing, newsletters,mailings and brochures.➤ Developed client files and database for top producing clients.➤ Increased ADR by 30%.➤ Increased occupancy by 18%.