Customer Service Sales
Resume:
Betty M Hill-Price
**** ***** ******** ** #***, Chicago, Illinois 60660
*-*****@***.***
Objective A challenging Senior Sales Operations or Sales Support
Management position utilizing strong marketing and
communications skills combined with a commitment to provide
excellent and quality customer service support. The ability
to assist in developing a profitable client base.
Profile Over twenty years experience in the telecommunications
industry with progressive levels of responsibilities and
diversified skills.
Accomplished technical sales support manager with experience
in project management, account management, strategic account
planning and network services.
Proven success in ensuring exemplary customer service
results.
Establishing and maintaining relationships with all customer
levels, including decision makers.
Recognized as a dedicated and conscientious team player as
well as an informal leader.
Highly effective interpersonal and communications skills.
Ability to direct complex projects from concept to fully
operational status.
Goal-oriented individual with strong leadership and
mentoring capabilities.
Organized, highly motivated, and detail-directed problem
solver.
Education B.A., Psychology - DePaul University, Chicago, Illinois
Relevant Experience & Accomplishments
Program/Project Coordination
Managed and supported (4) Four Dedicated Signature Business
Clients with a Revenue base of over $200M
Assisted in retaining and growing revenue year over year
Prepared and implemented project plans for new services
installation
Designed service development plans and conducted operation
assessments
Established Peer Training Sessions
Management/Supervision
Directed a team of Management and Non-Management associates
Trained, supervised and evaluated staff, coached improvement
management skills
Ensured achievement of Company and work group objectives
Managed the team to become a goal-oriented, cohesive group
Successfully refined and implemented new projects
Financially responsible and acted as a steward of the
company for all Corporate expenses
Employment Field Service Manager, AT&T Business Services, 2002-2009
Chicago, Ill
Responsible for managing complex projects for
voice, data, International, Advanced Features
and billing queries, from point of sale to first
bill review
Research, develop, implement, and communicate
detailed project plans including agreed
expectations, timelines, deliverables, prior to
project execution
Engage appropriate internal resources and
contacts to facilitate resolution of billing
issues and partnership on implementation
projects
In addition to managing projects, act as the
Team Leader which includes being the single
point of contact for the account/sales teams to
request sales support
Provides coaching and leadership to the team on
a routine basis and is the escalation point when
required
Proficient in MS Word, Excel, and Project
Pre-sale support and stewardship, Customer
inventories, Voice Design and Pricing, contract
renewals
Ensure all sales and customer requests are
supported in an accurate and timely manner
Senior Manager-Customer Service Operations, 2000-2002
Concert, Chicago, Ill
Responsible for defining the operational
interface for delivery of complex AT&T Network
Products and Services-Domestic & International
Responsible for communicating processes, system
changes and product and service information to
Sales and Operational associates, structuring
the material and communiqu s in the appropriate
format to fit the various audiences
Worked across numerous internal and external
entities, managed escalations as single point of
contact for complex services implementations
Effectively managed and monitored performance
metrics, developing and directing solutions and
process improvement plans as required
Program-Provisioning Manager-Region Global Sales 1998-2000
Operations, AT&T, Chicago, Ill
Responsible for managing expedites and
escalations for $10 billion dollar revenue base
of all accounts in Region
Responsible for communicating and deploying new
initiatives and refining sales strategies to the
Region
Interface and collaborate with service and
operational teams
Assisted in the determination of tactical
priorities on all accounts for AT&T network
products and services
Area Manager-Global Customer Care Project 1996-1998
Management, AT&T, Chicago, Ill
Responsible for directing, managing and coaching
a team of fifteen (15) Project Managers
Provided day to day support and
implementation/provisioning activity for over
100 Global Business accounts for voice and data
applications
Developed team process/guidelines for effective
account support management
Effectively built alignments and gain
concurrence and agreement on providing excellent
customer support and assistance as required
VTNS Support Manager, AT&T, Chicago, Ill 1995-1996
Managed twenty (20) Service Managers in four (4)
Central States Region
Responsible for total project management of AT&T
Network services
Managed technical resources to assist in meeting
client business needs
Community Progressive Women's Association (PWA-non-profit women's
Involvement organization) Twenty (20) year member with various offices
held
Women of ATT (WATT), Member
Member of Waller-Lincoln Park High School Alumni Association
Honors & 2004, 2005, 2006 & 2007 Achievers Club Winner
Awards 2005 Team Recognition Award
AT&T Regional Town Hall Excellence Award -2006
Sales SVP President's Choice Award-2006
Enterprise Business Services-Local Sales Support Celebrity
Award Winner 2nd Qtr 2008
Completed (4) National Project Management classes
Selected to participate in the 2006 Pre-Sales Summit to
represent the Signature Client Mid-West Sales Center
Contact this candidate