John Wallace Email & Phone Number

Dallas, Ga, Us

United States

Create and implement customized training material that tailors to specific needs of internal/external customers.Host training calls, sessions for Q&A and provide follow up assistance as needed.Consult with customers on a variety of topics ranging from onboarding and support during installation period.Troubleshooting terminals, tablets, printers, and card readers.Assist customers with account reconciliations, reporting, billing and analysis.

• Proficient in TRAMS, CTMS, and all service tower trouble shooting applications• Gatekeeper for business tickets from helpdesk - forward to correct departments or close if completed• Contact customers to ensure satisfactory issue resolution

Greater Atlanta Area

• Broad knowledge of FDT and Ensemble platforms especially with large accounts such as Google, UPS, Phillip Morris and Fidelity Investments.• Provides sales and software support to sales coordinators out in the field; often duplicating their issues on my end in order to assist.• Extensive knowledge of markets and price SOC’s for voice and data accounts in order to be able to assign the correct resources to every unit in every order.• Supports the sales function through policy setting and administrative coordination.• Implements, communicates and administers sales incentive programs, plans, policies and quotas.• Maintained and audited information needed to track revenue.• Responsible grading an average of 75 to 80 orders per week as well as running quality assurance reports for sales coordinators from all regions.• Analyzes sales performance results, prepares reports, and recommendations for sales and/or finance management.• Delegated customer requests received via email to assigned service representative for completion.• Served as first point of contact for business customer’s billing issues and maintenance requests.• Process out of market orders for major accounts and make sure that the sales representative in each market gets the half of the commission for each sale.

Greater Atlanta Area

• Team lead responsible for coaching and training on new processes and procedures within group.• Processed business account maintenance requests within designated SLA’s.• Delegated customer requests received via email to assigned service representative for completion.• Served as first point of contact for business customer’s billing issues and maintenance requests.

Greater Atlanta Area

• Project managed a customer base of 100+ accounts with total revenue of over one million dollars per year.• Performed maintenance tasks on products for Toll Free, Dial 1 WATS lines, Private Lines, and T-1’s.• Managed revenue, receivables, retention, billing adjustments and customer interface.• Managed customer issues to resolution, producing extensive financial spreadsheets.• Reviewed initial contract/sales agreement and ensured proper application of pricing and discounts.

Minot, Nd

• Receiving, inventory, and various other duties in aircraft warehouse.• Responsible for airman supervision before Honorable Discharge.• Performed to the highest level in duties that were issued by the Commander.