Vice President, Sales, Account Management, Client Relations, Cus Svc

Maliece S. Sorrows

*** ****** ***

Stockbridge, GA 30281

Phone: 770-***-****

*********@*****.***

SUMMARY

Dynamic, successful leader with extensive expertise in client relations, customer service, billing operations, ancillary services and utility expense management.

An analytical and logical decision maker with a proven track record of achievement.

Develops innovative strategies to win business, drive profit and maximize client satisfaction.

Broad-minded and conscientious, anticipates obstacles and resolves conflicts through outstanding interpersonal skills.

Approaches challenges with a firm commitment to achieving top results.

Consistent, high achiever, detail focused, very organized with excellent communication and problem solving skills.

A self-motivated, strategic thinker who creates long-term success.

EXPERIENCE

SimpleBills – Waco TX

May 2016 to September 2016: Vice-President Strategic Partnerships

Managed Business Development Team. Identified strategic opportunities, key client retention strategies and improvement of operational procedures. Extensive knowledge of contract administration, lease reviews, budget forecasting, rate audits.

Conservice Utility Expense Management – Logan UT

August 2005 to April 2016: Vice-President Billing Operations / Vice-President Student Living

Developed and implemented billing and customer service platform for student housing. Provided sales and account management through relationships in the student market which resulted in extensive growth of approximately 140,000 beds contracted for services. Designed client reporting to meet the needs of the various clients. Performed operational studies with regards to utility expense management and made recommendations as needed to the client. Managed the on-boarding process of each new client. Reviewed monthly/quarterly financial and utility consumption/expense performance with clients.

Developed and deployed training for clients; all levels. Conducted training sessions with clients both in person and through webinars. Developed and deployed internal training for customer service.

Extensive knowledge of contract administration, lease reviews, budget forecasting, rate audits.

Provided sales and account management through relationships in the multi-family and HOA markets.

Ancillary Services – Worked closely with clients to determine ways to improve income through renegotiation of contracts with trash, internet, cable. Constant assessment of utility expenses with recommendations to client regarding additional income opportunities. Sustainability efforts through water conservation solutions, sub-metering to identify leaks and excessive water consumption, LED lighting, programmable thermostats.

Easy-Bill, Inc. – Atlanta GA

February 2002 to July 2005: Co-Owner, Vice-President

Provided sales and account management through relationships in the multi-family and student markets. Established operational policy and procedures and managed daily operations with ongoing reviews for continuous improvement. Reviewed monthly/quarterly property performance reports and discuss variances with client. Developed and deployed client training; all levels. Extensive knowledge of contract administration, lease reviews.

Ancillary Services – Worked closely with clients to determine ways to improve income through renegotiation of contracts with trash, internet, cable. Constant assessment of utility expenses with recommendations to client regarding additional income opportunities. Sustainability efforts through water conservation solutions, sub-metering to identify leaks and excessive water consumption, LED lighting, programmable thermostats.

Argen Utility Billing – Conyers GA

December 2000 to November 2001: Manager, Customer Service/Billing

Managed daily operations for billing and customer service with ongoing reviews for continuous improvement. Was challenged to have billing on a monthly, on-time schedule and accomplished this task within the first three (3) months.

Recruited and interviewed for ramp up of customer service staff. Developed and implemented effective training program to ensure client expectations were met.

Southern Company – Atlanta GA

June 1997 to November 2000: Manager, Client Relations

Provided account management through relationships in the multi-family and student markets. Managed daily operations with ongoing reviews for continuous improvement. Reviewed monthly/quarterly property performance reports and discuss variances with client. Developed and deployed client training; all levels.

Old Dominion Freight Line – Atlanta GA

June 1973 to June 1997: Manager, Customer Service/Billing

Managed daily operations for billing and customer service with ongoing reviews for continuous improvement. Developed internal training program for billing team that resulted in an error ratio of less than 1%, which was below national average for the industry. Was instrumental in working with Corporate Staff to develop and deploy a centralized billing platform.

Recruited and interviewed for ramp up of customer service staff. Developed and implemented effective training program to ensure client expectations were met.

References available upon request.

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