Colette Threatt Email & Phone Number

Aurora, Co, Us

Broomfield, Littleton, Aurora Co

Various positions within Customer Care / Service Delivery between 2009 to present.

Broomfield, Colorado, United States

• Responsible for retention and revenue growth on an assigned base of strategic accounts. Owns the contract renewal process. Minimizes churn and fosters a growth-friendly environment through establishing relationships based on excellent customer service and prompt conflict resolution. • Mitigates credits utilizing invoice reviews and billing audits. Acts as the Single Point of Contact for contractual and billing issues, and as the general internal and external account contact.• Maintains familiarity with customer goals and objectives and makes suggestions for upgrades and expansions where appropriate, via a Customer Success Plan while acting as the customer’s staunch advocate, adhering to corporate goals and objectives. • High level oversight during the implementation of new services. Facilitates regular online and in-person meetings and reviews with clients to maintain a high level of customer satisfaction. Promptly and accurately logs all customer contacts and account activity.

Broomfield, Colorado, United States

• Supported system and reporting for processing customer incentive payouts and former SPIFF program, partnered with compensation for payouts. Established new process and procedures to transition into new system while developing and implementing the training for users. • Developed and mentored internal employees as needed on process and procedures. • Responsible for end to end oversight of Netx saving groom opportunities and for coordinating groom activity, partnered closely with account team (Sales, Customer Support Managers, Sales Engineer) and customers. Overcame project roadblocks to maintain scheduled project SLA’s and savings targets. • Responsible for reporting regular status updates to management and key project stakeholders.

Broomfield, Co

• Provide assistance with monthly revenue attainment goals as high as 10 million, to clear road blocks and ensure orders stay on track by working with various internal groups for closure.• Develop and mentor internal employees as needed on products and systems. • Support the Customer Care organization as the SME on escalations pertaining to install orders; holding authority to deviate from defined process to ensure customer satisfaction and revenue recognition.• Assist with ad hoc projects to develop systems and new process for migration efforts. • Manage data via feedback from users and provide feedback to managers/leadership on issues, trends and opportunities for improvement.

Broomfield, Co

• Directed all project management implementation activities for the Southwest Region and managed profitability for Fortune 500 Company that provides communications services to enterprise, government and carrier customers.• Managed a team of 10 Customer Care Managers, supporting product sets from both companies during integration, encompassing 8 Markets in the region, including the Regional Sales Vice President, 5 General Managers and their city leadership teams. • Owned and managed teams that supported customer communications/escalations pertaining to install orders.• Engaged in monthly 1 on 1’s with individual contributors and performed mid-year reviews to address career advancement opportunities and / or performance improvement needs.

Littleton, Co

• Supervised indirect reports of 13 Customer Project Coordinators, for the Northwest and Southwest Regions, encompassing 11 markets, while supporting two Regional Sales Vice Presidents. • Drove approximately 300k on a monthly base by driving and monitoring daily scheduled activations and escalating potential revenue fallout. • Provided strategic partnerships for 10 General Managers and their associated leadership teams; interacted with teams on targeting vertical market clients via business travel and periodic planning sessions. • Engaged in monthly 1 on 1’s with individual contributors and performed mid-year reviews to address career advancement opportunities and / or performance improvement needs.

Littleton, Co

• Built and managed relationships as the functional lead for National Enterprise customers, responded to full life cycle management activities from external and internal customers.• First level escalation for National Enterprise external and internal customers, corresponding with senior management and various internal groups to assist with timely resolution of issues.• Trained, developed and mentored internal employees as needed on products and systems; performed backup for National Wholesale internal and external customers.

Littleton, Co And Greenwood Village, Co

• Served as Project Manager for implementation of activities within the National Enterprise group for the Elite, Platinum and Gold customer base. • Utilized strong project management to collect and disseminate information from external customers for order placement while engaging internal resources and securing commitments for order timelines.• Conducted customer meetings to review order concerns and status updates to identify required tasks and activities; developed and updated order status spreadsheet for the customer and account team.

Denver, Co

• Organized schedules for 60+ tax and audit professionals and over 400 clients; collaborated with offices across the U.S. to assist in scheduling resources.• Composed reports to senior management, reports included projected schedules and allocation of hours.• Managed conflict resolution and escalated issues without involving the billable time of management.

Highlands Rance, Co

• Supervised support staff to ensure timely execution in delivery of appraisals from the client; liaised between internal staff teams and business partners. • Managed and planned daily work flow by distributing assignments and monitoring work progress.• Acquired information from proprietary database sources to review, analyze and validate client product.

Englewood, Co; Denver, Co; Aurora, Co

MCI Telecommunications - Englewood, CO Business Analyst, ICG Communications - Englewood, COStaff Accountant, Mail-Well Envelope - Denver, COStaff Assistant, MCI Telecommunications - Aurora, COOffice Manager, Olsten Staffing Services - Denver, COManager of Membership Services, CANPO – Colorado Association of Nonprofit Organizations - Denver, CO