Customer Service Sales

Tanika N. Willis

Phenomenal Leader in Sales, Marketing, Customer Service and Program Management

Raleigh, NC

**********@***.*** - 919-***-****

Ethical, energetic, goal-oriented professional with expertise in accounting, customer service, client services,

strategic sales planning, consulting, supervision and office support. Self-motivated, creative team player with

over 15 years of experience in a corporate setting with a passion for people who support a environment of

continuous learning in the pursuit of excellence and revenue growth

WORK EXPERIENCE

Assistant Program Manager

Cisco Systems - Morrisville, NC - October 2012 to October 2013

•Manage Cisco RTP Customer Briefing Center day-to-day Customer and Account Team interaction along with

setting and managing expectations.

•Work closely with Sales Teams and other Business Units to coordinate briefing activities and provide expert

input to deliver successful Customer Briefings & Engagements.

•Set up pre-briefing calls with Account Managers & presenters to ensure the material and presentations meet

the requirements of the Team and Customers.

•Lead, manage and coordinate all ongoing programs including implementation, communications, timelines,

and program changes

•Work to challenge team to develop as leaders while serving as a role model and mentor.

•Motivate CBC Team to work together in the most efficient manner.

•Act as the Communication liaison for Account Teams, demonstration engineers & presenters throughout the

Briefing process.

•Manage site strategy of specific location facility for future growth, life cycle management or site refresh

based on market and physical site demands including collaborating with the Demonstration team and WPR

(Facilities).

•Clearly articulate and present Cisco's Vision and Strategy to Customers delivering engaging, informative,

well-organized presentations.

•Accountable for the success and outcome of all Customers briefing held within the Center. Track and enter

metrics of this success through evaluations scores received from both the customer as well as the Account

Manager.

•Effectively communicates relevant project information to superiors.

•Responsible for developing, maintaining and executing a standardized training format for their team as well

as providing a mentor role for those individuals that are new to the organization.

•Identifies opportunities for improvement and makes constructive suggestions for change.

•Manage the scheduling queue and effectively distribute accordingly.

•Collaborate with other Program Managers on multi-site Customer Briefings

•Ultimately responsible for creating a personalized and successful Customer Engagement experience.

Customer Service/Sales and Marketing Coach

Time Warner Cable - Morrisville, NC - December 2008 to December 2011

• Provide training and support to Customer Care Center and Tech Ops representatives to develop a

Sales Culture. Coordinate edits to collateral and marketing materials, which may include securing accurate

information, providing direction to outside vendors, proofing, and obtaining required approvals.

• Customer Care Center, Tech Ops team and individual representative performance tracking and report

distribution including the support, launch and tracking of all Regional and National sales contests that are

applicable to Customer Care Centers and Tech Ops.

• Supports Customer Care Center Supervisors, Tech Ops Supervisors, Customer Care Center representatives

and Tech Ops representatives in sales activities.

• Work directly with the sales and outbound management to compile data, report results, and assist with

administration of effectiveness and efficiency improvements. Create and maintain sales reports.

• Provide excellent customer service in supervising quality assurance calls to customers, interacting with

customers, and resolving customer concerns.

Sales Channel Developement

Time Warner Cable - Morrisville, NC - December 2007 to December 2009

• Evaluate, recommend, and manage the development and the implementation of sales and retention

campaigns for bundled services and video services. Write and submit and campaign code request to Finance

and MIS; send timely campaign notification to employee and alternate channel partner.

• Work with 3rd Parties to update scripts, screens, job aides, etc. as needed with new products, features,

descriptions, offers, channel changes, procedures, serviceability issues, bounties, etc. to ensure efficient and

effective sales and retention results.

• Manage, track and report on alternative sales and retention activity to ensure compliance with partnership

contracts and performance metrics. Monitor campaign usage/order entry accuracy and provide feedback as

needed. Review daily exception reporting and provide corrective feedback as necessary

• Handle customer issues that arise from 3rd party partners and internal feedback on 3rd party partners. Ensure

that feedback is provided to them in a timely manner and monitor issues on a daily bases until resolved. Main

point of contact for Division and the Region contacts ensuring all concerns are addressed and issues resolved

in a timely manner.

• Train, communicate with and motivate channel partner contacts to maximize sales and retention efforts and

knowledge and products.

Telesales Supervisor

Time Warner Cable - Morrisville, NC - December 2005 to December 2007

• Responsible for driving the sell-in percentages of combination packages, bundling of products and maximizing

full revenue selling to meet or exceed all department goals and objectives.

• All new sales, upgrades and customer satisfaction goals must be achieved.

Full revenue selling goals of at least 30% of all new sales must be achieved. Increase customer satisfaction

index through consistent monitoring and coaching.

• Supervise Telesales representatives to ensure that all departmental goals are met including new subscriber

acquisition; multiple product sell-in; and subscriber upgrades.

• Work with customers and peers across the organization to ensure that any problems with operations are

adequately resolved in a timely and customer sensitive fashion.

• Train and motivate the Telesales team to ensure compliance with Campaign offerings and bundling sales.

Make the agents capable of handling multi-faceted sales responsibilities and selling against direct competitive

sales programs. Supports Division EEO/AA Goals. Ensure that the department operates in compliance with

company guidelines regarding personnel and other policies.

Administrative Assistant for VP of Customer Operations and Sr. Director of Sales and

Marketing

Time Warner Cable - Morrisville, NC - July 2003 to December 2005

• Provide administrative assistance to the Sr. Director of Sales and Marketing and VP of Customer Operations.

• Track Sales and Marketing budget, maintain vendor invoice files.

• Maintain, create and keep calendar for VP of Customer Operations and Sr. Director of Sales and Marketing.

Manage and prepare arrangements for business travel.

• Coordinate edits to collateral and marketing materials, which may include securing accurate information,

providing direction to outside vendors, proofing, and obtaining required approvals

• Performs all administrative functions for support staff to include timesheet management, time-off requests.

• Reconciled Payables to G/L, verifying payments made against invoices.

• Maintenance of records, accounts payable/receivable, bank deposits and reconciliation of all receipts

• Responsible for handling word processing; including preparation of proposals, contracts, presentations and

general correspondence.

• Responsible for the ongoing preparation and issuance of key reports required for business operations within

Central Operations as well as Marketing and Sales.

• Windows Programs, Lotus, Excel, AS400, Peoplesoft, CMS, Aspect, Oracle, Access, Sales Force, JD

Edwards, SAP, Contract Admin procedures.

• Work directly with the sales and outbound management to compile data, report results, and assist with

administration of effectiveness and efficiency improvements.

Customer Service Representative

Time Warner Cable - Morrisville, NC - October 2002 to July 2003

• Answer customer questions (basic information such as prices, programming, installation of services, billing,

etc.) With appropriate and accurate information.

• Prompt resolution of customer problems/complaints (resolves basic issues and refers complex issues and

concerned customers to appropriate lead representative or supervisor as necessary).

• Setting priorities schedules/ reschedules service calls. Contact customers concerning scheduled service

calls. Maintain current up-to-date cable "product" knowledge (i.e., Programming, promotions, etc.).

EDUCATION

Bachelor of Administration in Management

Strayer University

January 2010 to January 2013

Bachelor of Science in Accounting

Wake Technical Community College

January 1997 to January 2000

SKILLS

Sales Coach and Development, Sales Training, Finanical, Banking, Customer Service, Program Management

AWARDS

2007 NAMIC Award-UCLA Leadership Seminar

2007 TQS President's Award-Time Warner Cable

GROUPS

WICT

NAMIC

ADDITIONAL INFORMATION

Interests: Management Training

Reading

Shopping

Social Networking

Contact this candidate