• Used sound judgment and business acumen to select the vital goals required for the business to execute strategy• Communicated clearly, concisely and persuasively to individuals, teams, senior leaders, large employee groups, sales partners, customers, and external stakeholders to achieve desired results•Ensured all team members have development plans and receive ongoing feedback.•Developed strategic relationships with sales, external partners, suppliers, and key stakeholders to achieve sustainable competitive advantage for his/her area of the business•Over saw the facilitation of training to new hire classes•Responsible for ensuring that Global Enterprise Advisors are executing on the contract deliverables of their assigned accounts•Attended on-site customer account reviews in partnership with sales•Coordinated and conducted training sessions•Partnered with area peers to share best practices and execute on initiatives to drive our key performance indicators•Ensured that Global Enterprise Advisors are utilizing tools and resources for providing ongoing solutions and improvements for customer accounts•Presented to executive leadership, sales partners and customers •Manage employee performance including, the establishment of clear roles and responsibilities, setting clear objectives, assessing and tracking performance, providing feedback, training, and coaching.•Ensure compliance with all company policies and processes including safety, attendance, performance, work rules, and code of conduct.•Review and report on all performance measures and continuously identifying new ways to improve team performance.•Leverage strong knowledge of google and Microsoft office suites including Microsoft word and PowerPoint• Created and conducted presentations to director and senior leadership

•Identified improvements and risks through advanced reporting and analysis of key performance metrics•Received feedback and applied coaching and key learnings to improve job performance• Displayed an ability to use reporting tools and excel•Utilized Excel to create custom reports to ensure accounts were in compliance with contract requirements•Communicated clearly and concisely with customers, both internal and external.• Leveraged skills and abilities to best support the customer as well as identify opportunities to drive growth and proactive solution•Identified and execute complex action plans to drive account growth, loyalty and customer experience as measured by the Customer Relationship Survey•Managed Verizon cost and revenue through focus on key measures such as churn reduction and self-service utilization•Provided exceptional account support through effective account action planning, participation in Quarterly Business Reviews (QBRs) and effective management of controllable OCCs•Conducted regular customer account reviews to maximize opportunities through analysis of critical account data•Partnered with Sales to identify and present sales opportunities, including devices, accessories, services and solutions•Managed customer projects including, but not limited to, implementations, migrations, training and equipment deployments utilizing solid project management methodology and tools.•Developed and manage cross-functional relationships including but not limited to Sales, Fraud, BFO, Compliance and Fulfillment to resolve issues and escalations – creating a seamless customer experience.

•​Managed, planned and executed projects of varying sizes, contract types, and intricacies in relation to strategic organizational objectives from initiation to completion•​Assisted with escalations and large research request•​Maintained in-depth knowledge of order processing procedures and related compliance requirements•​Provided written and verbal clarification and direction to internal and external customers•​Utilized front facing systems to provide efficient customer support on large government accounts

Reviewed all customer account information while on calls to identify and match customer's need with the appropriate product and / or serviceUtilized tools and resources on every call to make appropriate recommendations to customers.Conducted trouble shooting when customers require device assistance. Listened and responded appropriately in all customer interactions.Managed customer relationships by performing the full range of customer service functions.Used negotiation and problem solving skills to resolve customer concerns..Identified and assessed customer needs based on interactions.Took accountability for and resolved all customer issues and follow up when appropriate. Offered and educated customers on the benefits of products and services and explains how the recommendations will add value to the customer’s wireless experience. Showed flexible and willingness to help work on department initiatives as needed.