Kendal Rush Email & Phone Number

Bel Air, Md, Us

• Complete monthly Analytics for 11+ Customers• Asses company accounts to find the maximum savings• Run monthly stewardship calls with customer to share saving findings• Complete account optimizations for new customers• Onboarding new customers• Complete monthly plan and feature changes within all carrier portals• Complete monthly projects• Microsoft Excel, Word, and Powerpoint monthly projects

• Assess current available Training. Run reporting to measure training usage, and adjust training needs.• Coordinate internally with Learning & Development teams to develop new training content• Continue to stay on top of all training needs, forward thinking for new products coming down the line• Establish the strategy and communicate the vision for Learning across the Indirect Channel (Internal & External Leadership) that integrates the needs of our vast and global businesses and aligns with our talent strategy• Mentored new hires, resulting in stronger staff development and increased productivity.• Monitored and reported trainee progress, introducing new learning tools to address individual needs.• Analyzed team performance and identified opportunities for additional training.• Delivered instructional presentations on system use, focusing on efficiency.

Hanover, Maryland

• Ensure adherence to, and accurate completion of, all required approval procedures, such as; CSF approval process, nonstandard pricing and ODI approval.• Create a superb customer experience by collaborating with all cross-functional departments to ensure solutions/devices are correctly provisioned and potential issues identified and resolved prior to being marketed as a solution (i.e. price plan build, feature conditioning, bill changes, system updates - EWI, VEC and MyBiz, Machine to Machine, Private Network and equipment• Assist in developing and supporting processes, programs and procedures impacting VPP operations efficiencies• Account management of all VPP Market accounts. Maintain relationships and direct communication with VPP customer contacts in all levels of the business. Manage any account changes or updates necessary to keep the partners in good standing within the program. These activities include, but are not limited to: Insurance renewals (annually), contract commitment progress and status to maintain custom pricing, business reviews, product changes, pricing or any contract amendments.• System trainings to promote self-reliance and utilization of self-serve tools - Responsible for proper training and management of partner access to internal systems such as PRM, MyBiz, Management Center, Brand Central, and Solution Finder. Trainings include functions such as lead share management, activations, account management, marketing materials and guidelines, and any necessary changes for company management of the system. Additionally, any troubleshooting or loss of access that occurs is to be resolved by Sr. Analyst either on their own or with the assistance of internal program experts.• ECPD / EWI, VISION, SFA, SHOPP, VEC / MyBiz & M2M Management Center, system proficiency• Project management skills while adhering to strict timelines.• Microsoft Office proficiency• Knowledge and understanding of SED offers and rate plan / pricing elements

Hanover, Maryland

• Dedicated IoT account support teams located in Hanover & SLC locations•​ Increase efficiencies by eliminating manual processes•​ Networking assistance/troubleshooting through IPv6 and IPv4 CLI tracing and configuration, IP reservations and Private Network builds. • ​Strong cross functional partnership with technical teams, longer term issue resolution focus•​ Complex Solution, Custom ODI Device, Pre-Production, Automation Solution Support for 25k+ line accounts•​ Single Point of Contact per Account•​ Bulk Activation Support•​ Large Scale Deployment Expertise•​ ThingSpace/United Web Services/IoT Order Flow Migration Support•​ API Creation/Support•​ ECPD / EWI, VISION, SFA, PRM, SHOPP, VEC / MyBiz & M2M Management Center•​ SQL Trained /Account Reporting•​ New Product Implementation Support•​ Provisioning Support•​ 86% Customer Satisfaction YTD•​ Government Experienced Bench•​ WEHD/TAG Partnership•​ Cat M1 Team Lead•​ Contract Support•​ VPP Account Management Partnership•​ Project Management•​ Account Management/Operations•​ Microsoft Office proficiency•​ Provides technical support, business and financial analysis and project management for Verizon Wireless' Internet of Things clients. • Knowledge of programming languages like Python and also utilizes Teradata SQL Assistant to develop queries and IBM Cognos to run predeveloped queries of Verizon's Enterprise Data Warehouse in support of clients' ongoing invoicing analysis and projection activities. •​ Manages Machine to Machine Help Desk workflow and trouble ticket submissions through Remedy. •​ Resolves deployment, activation and connectivity issues related to devices on customers' VPNs. • Guides customers through the Verizon Open Development Initiative testing and approval process for proprietary IoT devices. •​ Strong technical knowledge of Verizon wireless products and services, including pricing offers, enhanced services, handset capabilities, machine to machine, private network.

Baltimore, Maryland Area

• Liaison for National Accounts• Provides Superior Account Management to Enterprise and Government Customers• Communicates with customers and makes recommendations for solutions to complex account concerns• Serves as the single Point of Contact for assigned Accounts• Create and Maintain relationships with internal departments to oversee all customer impacting transactions and interactions • Ensure all issues are resolved efficiently and effectively• Utilizes Strategic Account Management (SAM) for reporting, analysis, QBR generation, and participation, management activities, and action planning• Builds and maintains relationship with Sales Partners• Works very closely with key stakeholders to maintain a continuous flow of information specific to project status, and to identify potential issues and/or opportunities• Implements and tracks multiple projects for various assigned accounts. This includes any client requests such as bulk orders, promotion changes, price plan changes, and upgrades.• Applies value focused selling techniques to demonstrate understanding of Verizon's capabilities and effectively communicate relevant offerings to the client• Attends regular conference calls with customer and sales to ensure everything on the account is running smoothly, and to explore new opportunities on the account• Assists in various special projects that are needed • Encourage and demonstrate to others the importance of team work and to become a valuable member of the VZW team• Contract Negotiation and Oversight

Hanover, Maryland, United States

• Entered data, generated reports, and produced tracking documents.• Gathered and organized materials to support operations.• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.• Provides Phenomenal day to day online support for our Business customers• Exceeds statistical goals in areas such as: calls per day, hold time, quality, idle/wrap up time, as well as maintaining company KPI's• Member of the Priority Que. where I handled requests for our White Glove customers• Assisted with large projects that included bulk price plan changes, bulk upgrades, and bulk feature changes• Resolved billing, upgrade, sales and technical concerns using Tier 1 and Tier 2 troubleshooting • Achieved First-Call-Resolution while maintaining excellent productivity numbers • Driving increased external and internal customer experience and satisfaction through customer journey analysis, survey transformation, quality collaborations, and behavioral/KPI assessment and transformation.

Master Of Business Administration - Mba, Project Management

Bachelor Of Business Administration (B.B.A.), Accounting And Finance

Associate'S Degree, Radiologist Assistant

Bachelor Of Business Administration (Bba), Business Administration And Management, General

High School Diploma