Veronica Rushing Email & Phone Number

Texas, United States

United States

Dallas/Fort Worth Area

• Drive new revenue thru the sale of Securus products and services in all of the Strategic Product Verticals: Corrections, Public Safety, Monitoring & Investigations.• Manage a base of existing accounts, establish and maintain relationships with key decision makers and account influencers for a specified territory as well as obtain new business within the set criteria size.• Maintain a high level of product knowledge on the entire Securus offerings and provide detail account profiles.• Responsible selling the Securus book of products into the existing account base is essential• Contact prospective customers to determine their needs and identifying the appropriate services for each customer.• Present the Securus “value proposition” to assigned customers and prospects.• Assist customers in their purchasing efforts including RFP preparation.• Coordination and validation of assigned RFP responses for prospects.• Delivery of product demonstrations to customers.• Consistently meet 100% quarterly sales goals during tenure• Conduct C-Level executive reviews on a quarterly/annual basis, execute strategic annual business plans focusing on identifying opportunities, create value and drive savings, and optimize performance through process and data analysis.• Analyze client requirements and develops relationships with key stakeholders• Ensure that the account plan aligns with client objectives and interests in order to exceed the client’s expectations.

Dallas/Fort Worth Area

• Total revenue from all accounts in portfolio exceeds $18 million annually.• Consistently exceed quarterly sales goals during tenure• Conduct C-Level executive reviews on a quarterly/annual basis, execute strategic annual business plans focusing on identifying opportunities, create value and drive savings, and optimize performance through process and data analysis.• Analyze client requirements and develops relationships with key stakeholders• Ensure that the account plan aligns with client objectives and interests in order to exceed the client’s expectations.• Encourage development and growth of 25% product utilization through training sessions and monthly reports. • Conduct quarterly account reviews and prepare requested data and financial reports for clients• Monitor and identify new business opportunities for Securus clients in order to maximize efficiency of operations.• Define problems, define success criteria, create corrective action plans with due dates after working with SME’s, keep customer updated & escalate if due dates will be missed• Coordinate with the assigned Sales Representative to evaluate and understand each account success criteria and align them with company objectives to aid in the development of a winning strategic plan tailored to meet business objectives.• Support operations in the development of new programs for clients, including developing presentations, general support & product utilization.• Perform Technical Support functions for account contacts.

• Draft quality assurance policies and procedures.• Interpret and implement quality assurance standards.• Evaluate adequacy of quality assurance standards.• Review the implementation and efficiency of quality systems.• Document internal audits and other quality assurance activities.• Investigate customer complaints and non-conformance issues.• Collect and compile statistical quality data.• Analyze data to identify areas for improvement in the quality system.• Develop, recommend and monitor corrective and preventive actions.• Prepare reports to communicate outcomes of quality activities.• Identify training needs and organize training interventions to meet quality standards.• Coordinate and support on-site audits conducted by external providers.

• Supervise team of associates to maintain strong teamwork and customer service levels.• Review ACD data to monitor the length of time customers remain on hold.• Monitor case activity in the system to ensure proper handling and adherence to policies and procedures.• Prepare performance evaluations and participates in discussions around performance standards.• Maintain complete knowledge of system and telecommunications capabilities, associated software applications and Internet access.• Apply work procedures, supervises work schedules, and expedites workflow.• Work within established company guidelines, studies and standardizes procedures to improve efficiency of representatives.• Develop Action Plans to improve and drive performance.

• Act as a second level support to assist internal and external customers.• Resolve escalated issues and provides additional support and service to contact center agents, ALERT team and their customers.• Prepare reports for manager outlining associate performance, processing volumes and related information.• Assist and guide associates to secure service and/or handle escalated/complicated calls.• Contribute to team goals through meeting or exceeding operational and quality objectives.• Communicate and carries out process and procedure changes and contributes to the on-going improvement process.• Provide supervisor with input regarding team member’s performance.

Analyzes incoming events to determine proper actions.Provides location and route assistance.Dispatches appropriate emergency and non-emergency agencies as required.Responds to inbound calls from subscribers to cancel events, register vehicle information, and answer questions concerning the vehicle and account. Contacts customers and other agencies for resolutions of dispatches.Logs and updates customer's information in Customer Service and Data Entry applications.Documents and forwards corrections to account information to appropriate departments.Mentors less experienced representatives.Actively assists Team Supervisor in managing call activity, including providing backup call activity monitoring in absence of Team Supervisor.