Larry Jacobs Email & Phone Number

Managed the Major Accounts Program which included major corporate accounts, government, and high value accounts. Led 25 coordinators and interacted with sales, treasury, marketing, technical support, information systems, legal, contracts and proposals, financial services, and credit and order operations. Raised average customer service scores on monitored calls to 93%: Developed and managed all mandated training and Methods and Procedures for sales and customer service. Put in place an on-line training program for all customer-facing employees. Developed a tracking process to ensure all employees completed the training with an 85% passing grade – average score was 95%.Reduced costs by $2.25 million over 2 years: Developed www.verizonwireless.com to be used as an informative marketing and sales tool avoiding calls to customer service at a cost of $6.00 each.Planned and managed annual Trade Show resulting in 62% of attendees upgrading equipment and service after the show: Facilitated the gathering of collateral, questionnaires, booth set-up and conference presentations. Collected data from attendees to reach them in future marketing campaigns.Generated $12 million in revenue: Developed and executed self-identifiers for customers with disabilities.Specialties: Led cross-functional teams for project planning and operational readiness for new enhanced products and services to a customer base of 57 million customers.