William Davis Email & Phone Number

Durham, North Carolina, United States

Durham, North Carolina, United States

Raleigh-Durham, North Carolina Area

Promoted to manage a module of up to 12 large enterprise accounts including Fortune 500 accounts, interfacing with 5 - 10 people per organization to ensure awareness of policy, procedures, and process across a portfolio totaling $5 - $10M in revenue. Collaborated with Sales partners, Business Services professionals and Subject Matter Experts from cross-functional teams in order to determine best strategies for increasing business and decreasing the potential for escalated issues.Selected Accomplishments:* Conducted customer appointments face to face, via telephone conference or web conference in order to enhance and establish customer relationships, locate opportunities for growth, properly set customer expectations and identify and resolve customer challenges and complaints.* Trained and educated customers, service managers and sales partners on policies, procedures, products and best practices.* Provided Root Cause Analysis for customers in regards to escalated issues, customer challenges or complaints.* Engaged the proper cross-functional teams to facilitate customer escalations and own the process until it is resolved.* Managed and implemented customer projects and monitored customer feedback to ensure customer satisfaction.* Provided weekly reports reflecting project progress and delivered support for enterprise accounts, resolving escalated issues.* Created and distributed customized rate plan analysis reports, presented findings to customers and implemented results of analysis in order to drive customer satisfaction and foster an environment where AT&T was considered a trusted partner. * Designed, analyzed and customized PowerPoint presentations for customer meetings and internal organizational meetings.

Chicago, Il

Managed day-to-day order and post sale activities including orders, billing issues, and account maintenance on a rotating roster of large enterprise accounts in the Chicago market.Selected Accomplishments:* Provided timely and efficient solutions for customer escalations by defusing the customer’s concerns.* Educated customers on current products, service plans, and promotions.* Trained sales representatives and peers on systems and processes.* Conducted customer meetings in person, via web and conference calls in order to build and enhance customer relationships.* Received Promotion to Mobility Service Manager position within 2 years.

Greensboro, Nc

Answered inbound calls for customers requesting new or additional service and activated wireless service for new and existing customers as needed. Processed credit applications and reviewed credit reports in order to determine credit worthiness for new customers.Selected Accomplishments:* Exceeded company goals of 94% Availability with 97%, 7 out 9 calls monitored meeting company Call Quality with an average of 8 out of 9.* Promoted to the Bulk Activations team for excellent work, to manage large-scale bulk activations of 25+ lines of service.* Conducted troubleshooting measures to identify technical issues with activation and recommended solutions to effectively resolve issues.

Arts, Entertainment, And Media Management, 3.6

Received Dwight Follet Fellowship

Bachelor’S Degree, Communication And Media Studies, 3.9

Activities and Societies: Media Network, Alpha Mu Gamma - National Collegiate Foreign Language Honor Society, Golden Key National Honor.