Customer Service Sales

Experienced Sales Operations Analyst and Author

Versatile, accomplished team player with strong project, process, analytical, organization, communications and technical skills. Excels in problem solving and identifying, detailing and implementing solutions. A quick learner in dealing with new concepts, systems, technology and data. Extensive cross-functional experience working with Customer Service, Sales, and Leadership teams.

Professional Experience

TDS Telecommunications, Madison, WI – July 2014 – April 2017

Administrator – Commercial Support Resources

Created and maintained comprehensive resources and tools to be used by customer facing employees from various commercial sales departments throughout TDS to ensure efficient and effective customer service.

Developed and created job aides, process work flow and procedural documentation, informal training materials, on-line reference tools, explanation of customer service policies and timely system wide communications related to these -- to all Advisors, Supervisors, Project Consultants and Managers.

Facilitated delivery of information to commercial sales teams and ensured adequate understanding to effectively provide 1st level support.

Worked with other Business Units to advocate for the commercial sales team’s needs, and to ensure changes to existing processes and/or policies are appropriately documented and communicated.

Managed process for obtaining necessary updates impacting commercial sales documentation from other business units such as GRA, Marketing, Product Management, Technology and Service Delivery, etc. – and timely incorporation of these impacts into all documentation and/or resources.

Participated on project teams where commercial sales processes are expected to change. Served as key advocate for the commercial sales team and collaborated with training team to ensure consistency and leverage like information.

Managed feedback process on resources and job aides.

TDS Telecommunications, Madison, WI – June 2008 – July 2014

Specialist – Order Coordination and Validation

Served as the primary entry point of all customer information in Metasolv, working with internal customers and external providers to install, change, move and disconnect voice and data services.

Prepared and submitted CSRs and LSRs to carriers to initiate LNP port-in activity with all ILEC offices.

Interacted with other groups within TDS to understand & coordinate customer needs and ensure all required elements of the order are received accurately to maintain high levels of customer service.

Identified system malfunctions and design flaws to notify support teams to take corrective action.

Acted as primary point of contact for LECs for ordering services via LSR for local number porting, local services and unbundled network elements.

TDS Telecommunications, Madison, WI – July 2007 – June 2008

Business Care Advisor

Provided customer service, sales, and support for TDS products and services.

Processed customer requests for additional lines, changes to voice or data services, and move orders.

Investigated and resolved customer issues in regards to billing issues.

Up-selling or cross-selling of new products or promotions that benefited customer's business.

TDS Telecommunications, Madison, WI – November 2005 – July 2007

Residential Care Advisor

Promoted TDS and its products and services through customer contact, follow-up and consultative up-selling

Managed process improvements, including Openwave testing.

Accepted calls as a backup Residential Customer Care Mentor and responded to calls as a backup Residential Sales Mentor.

Processed customer requests for service including phone number changes, moves, new service additions and primary inter-exchange carrier changes.

Answered customer requests and resolved customer complaints regarding rates, billing, and services.

Audio Contractors, Oregon, WI – December 2002 – November 2005

Designer/Installer

Designed and installed home theaters and whole house audio systems.

Set-up and configured video projectors, plasma, LCD and DLP televisions.

Programmed keypad systems and universal remote controls.

Team leader wiring houses for the Parade of Homes.

Orientated customers with their new equipment after installation.

Summit Logistics Services, Janesville, WI – December 2000 – December 2002

Assistant Transportation Manager

Determined daily set-up and assignment of loads.

Ensured that the Simmons company received the loads, shipping documents, and other information in a timely and accurate manner consistent with their daily routine.

Managed assets: tractors, trailers, and drivers to ensure profitable operations.

Administered billing, settlements, and payroll in an accurate fashion.

United Stationers, Des Plaines, IL – January 1998 – December 2000

Sales Support - Reporting Analyst

Managed West Coast United States regional wholesale accounts.

Analyzed and found new opportunities based on specific markets by pricing incentives and advertising products to help customers expand their offering and gain market-share.

Produced reports for the internal and external customers from the company database using the programming language FOCUS to maintain storage and retrieval of documents.

Grew sales consistently quarter over quarter by 17% on average.

Developed business reviews for account managers to present to their external customers.

Investigated technological tools to increase the productivity of the department.

Recognized by Senior Vice President of Customer Service for aptitude with strategic initiatives, corporate systems, organizational and problem solving skills.

Gentrac, Middleton, WI – June 1997 – January 1998

Lab Technician

Produced raw materials into the pharmaceutical drugs Prothomin and Thromoblastin.

Supervised fellow technicians during second shift.

Sanitized production and holding materials

Relevant Skills and Experience

Technology

Proficient with Microsoft Office suite (Word, Excel, PowerPoint, Access, Outlook), Microsoft SharePoint; Windows; COBRA; Metasolv; FOCUS

Quality Assurance

Executed testing and data checks to ensure TDS business information was consistent and up to date for all external facing customers.

Technical Writing

Authored user-manuals, training guides, instructions and job aids, policies, plans, procedures, process flows and forms, reports and presentations, announcements and notices

Retrospective

Over 17 years of increasing responsibilities through promotion in varying capacities ranging from sales and customer service to analysis and testing to project and process management

Outstanding follow-up skills and attention to detail

Goal-driven and continually seeking to bring priorities and projects to completion with steadfast focus on efficiency and exceptional quality

Self-starter who is quick to grasp what needs to be done, unafraid to take ownership, and does what it takes to achieve successful results

Education

University of Wisconsin, Madison, Wisconsin Bachelor of Arts

Major: Communication Arts Minor: Journalism

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