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Office professional

Bessemer, Alabama, United States
$15 an hour
May 07, 2019

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Susan G Coleman 470-***-****


Award-winning sales representative, service manager, and program analyst with extensive experience in telecommunications.


AT&T Wireless 2013-2017

Program Analyst

● Developed and implemented sales program execution activities.

● Provided analysis and support on projects that supported sales program execution and administration.

● Analyzed sales effectiveness, including root cause analysis, trending, and identification of process improvement opportunities for specific work groups.

● Developed program reports and delivered results for sales organization.

AT&T Wireless 2006-2013

Service Manager - Federal Government

● Developed positive customer relationships by becoming the key customer contact before, during, and after the sale.

● Performed provisioning, billing, maintenance, and customer education.

● Acted as customer point of contact for management of service issues.

● Collaborated with other departments and affiliates to develop customer-specific action plans to address service issues and billing escalations.

● Trained customer on available service tools.

● Expeditiously resolved customer complaints by utilizing independent authority to escalate to whatever level necessary.

● Used online tools to extract, analyze, and customize data for stewardship reports that included provisioning, maintenance, and billing items.

● Developed programs to minimize churn.

Verizon Wireless 1996-2006

Business to Business Sales; Territory Representative

● Built and maintained a network of colleagues and customers to share information and obtain prospects.

● Developed new accounts and grew existing accounts.

● Demonstrated progressive record of sales achievement.

● Assisted management in devising direct sales plans and strategies.

● Traveled to and from customer’s site to engage in sales activities.

● Researched businesses and industry at large to identify new sales opportunities.

● Won President’s Club of Excellence in 2003.

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