Eddie Austin Email and Phone Number

Serve as the primary, day-to-day contact for 100+ accounts ranging in size from ad hoc to large business. Maintains, builds, and strengthens client relationships. Manages and mentors an internal account team of direct reports; delegating tasks,overseeing workflow and providing direction to ensure highest level of quality is met.

Receive and manage incoming calls from clients experiencing technical service issues•Facilitate resolution of clients’ technical service issues by creating service tickets•Assign service tickets to technicians and schedule onsite visits•Track and administer service tickets in the ticketing system to verify completion•Follow up with technicians to ensure client satisfaction and resolution of service issues •Communicate with clients regarding the status of their service tickets•Notify and advise clients about new products and services•Maintain and update client documentation and records

Renewed, retained, and up-sold existing commercial business customers via telephone (inbound/outbound calling), internet, and e-mail•Developed and maintained relationships with existing clients•Sold bundled telephony, data, and video services to new commercial clientele•Served as customers’ main point of contact to ensure satisfaction throughout the full cycle sales process•Maintained consultative sales and negotiating skills through training and professional development•Routinely achieved monthly net revenue target of $4,700 per month

Conducted outbound calls and onsite visits to existing clients to ascertain levels of customer satisfaction•Effectively negotiated pricing resulting in improved client retention•Achieved long term revenue targets through retention of current customer base and acquiring new business accounts•Processed service increases and decreases, changes of ownership, and other revenue related tasks•Responsible for cold calling, creating custom proposals, and completing RFPs

Managed an assigned book of business of 400 mid to large tier commercial customers •Responsible for creating custom proposals, RFPs, competitive pricing, and network configurations•Developed client relationships and managed the activity of the account team•Established and executed a territory account plan that provided strategy for achieving sales and retention revenue goals•Positioned solutions at executive level and resolved customer issues to ensure client satisfaction•Sold products and services such as Internet Dedicated T1, Local/Bundled PRI, Data Center Services, Frame Relay, Private IP, Private/Metro Lines, Bonded T1, Routers, PBX, Dedicated Hosting, Local and Long Distance Calling, and Internet Dedicated T3

Excelled in managing complex Residential and Small Business service issues that were escalated to the office of MCI’s Vice President of Customer Service•Resolved customers’ local, long distance, and digital subscriber line issues•Managed multiple database systems for order processing and provisioning•Managed financial projects that maintained base and increased company revenue

Provided technical telecommunications sales ad service support•Set up new residential telephone and digital subscriber line service for customers as requested•Trained consultants in areas of service and compliance-related issues •Identified sales opportunities, offering services to maximize customer usage •Performed billing and technical troubleshooting tasks, working with multiple departments to resolve customer related service issues