Vicki Franklin Email and Phone Number

EXPERIENCEMay 2021 – November 2023 Enterprise Account Manager • T-Mobile for Business • Frisco, TX• Developed and executed upselling strategies for existing enterprise clients, while focusing on growing customer retention and building advocacy. • Collaborated across departments and partner channels to create tailored solutions and provide project management support by partnering with customer leadership and account teams to define business outcomes, and develop success plans inclusive of objectives, key partners, challenges, achievements, timelines, and metrics, ensuring timely resolution.• Proactively and reactively resolved customer inquiries promptly to ensure high satisfaction levels and anticipated and addressed customer concerns.• Consistently maintained accurate client records in CRM software while fostering enduring executive relationships, developing, and delivering executive briefings to key partners (customer and T-Mobile), and focusing on growing customer retention and building advocacy.• Conducted Quarterly Business Reviews (QBR) with the account team and clients to identify upselling opportunities and provide detailed analysis of the health of the account(s).• Managed three of the largest Enterprise accounts in the Southeast Region, including Angels of Care, Texas Instruments, and Mission Foods, as well as Neiman Marcus and Rent-A-Center, leading a portfolio of high-value accounts with sophisticated needs while maintaining a comprehensive understanding of current and future TFB products/services, driving adoption within assigned accounts. May 2009 – May 2021 Enterprise Dedicated Expert • Sprint / T-Mobile for Business • Irving, TX• Resolved billing discrepancies by meticulously ensuring accurate processing of promotions, rebates, and device buybacks, thereby maintaining financial integrity.• Led project management initiatives for customer solutions, proficiently developing plans and overseeing orders and renewals within Salesforce to ensure seamless execution and client satisfaction.• Generated customized reports for billing, usage, and account activity to facilitate efficient account management.• Executed Account Management tasks including mobile number management and new account activation.