Account Management

Sean Mongold

Email: *********@*****.*** Phone: 443-***-****

Education

ITCAP

A+ Certification

Community College of Baltimore County

Sept 1995 – Dec 1998

Major: Mathematics

Mount Hebron High School

Sept 1991 – May 1995

Skills/Tools

Team Leadership

Customer Service

Sales

Effective Communication

Mathematics

Project Management

Technical Knowledge

High Attention To Detail

Training

Time Management

Troubleshooting

Critical Thinking

Client Management

Computer Skills

Multi-tasking

Awards

Presidents Award

Top 2% of the company (Verizon Wireless) 2016

Employee of the Month

Every month since May 2008

Quarterly Employee with tops stats

Account Manager with award winning ten plus years’ experience. I have the ability to oversee multiple projects simultaneously with no oversight. I am a business service expert who adapts quickly to the fast-paced and ever changing telecommunications environment. I have strong knowledge of all aspects of the call center industry from problem solving (Technical issues) and implementation. I seek to utilize my strengths in a new field, where I can research and investigate complex materials and implement creative solutions to provide excellent customer service.

Verizon Wireless

Mar 2009 - Present

Business Government Customer Operations Account Management.

Sept 2014 – Present

Manage accounts and equipment orders for external and internal customer with all account maintenance and equipment orders for their accounts.

Reduced transfer rate by 40%

Provide guidance to clients using the Verizon online portal and inform clients of the benefits of self-service.

Train team members on business process updates and changes. Audit orders for our team to ensure the client’s requests are fulfilled accurately and efficiently decreasing the number of failed audits by 75%.

Partner with the sales teams and internal account managers to bridge gaps when servicing our customers with equipment and maintenance requests. .

Compile and analyze data to research trends and potential issues

Reporting readouts which include providing analysis detailing order and data activity to align with customer priorities providing analysis details.

Create trouble tickets to develop a more efficient and user friendly system and escalate system issues when necessary.

Develop strategies to increase team morale and productivity, resulting in an increase with business efficiencies.

Identify opportunities to drive growth, portal utilization and proactive solutions

Proactively seek knowledge of systems utilized to facilitate resolutions for all clients’ requests. (ex: G Suite, Microsoft Office Suite, VoIP, IVR, IEX Total View, WAN, ACSS, WFM, OneSource, WFO, CTI, PowerPoint and Excel)

Customer/ Technical Service Support

Mar 2009- Dec 2014

Answered phone calls, analyzed account plans and documented account changes.

Served as Quality Assurance Captain to model excellent customer service on all calls and led my team in improving customer satisfaction scores on surveys.

Investigated various products and services to offer customers the best solutions.

Communicated effectively with clients, managed escalation calls and offered creative solutions to meet the client’s needs.

Troubleshoot with all issues from calls to tower issues.

Circuit City Sept 2008 – Mar 2009

Manager of Sales

Provided excellent customer service ensuring clients have a positive retail experience.

Trained new hires to ensure company protocols were followed accurately.

Prepared merchandise on sales floor and assisted with installing shelves and displays.

Managed and mentored a team of 35 and increased sales by 25%

Comb’s Drywall April 2005 – Sept 2008

Foreman/ Drywall Mechanic

Trained, Coach and developed a team of 50 workers

Hung, created and fabricating walls and sub dividers

Reviewed blue prints and made adjustments

Followed OSHA rules to create a safe work place.

Wal-Mart Dec 2004 –April 2005

Food Department Manager

Customer Service

Train and Manage a team of 45 from floor and warehouse

Programs, floor plan and organize shelf space

Order and repletion supplies and products

Organize stock and overstock

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