SUSAN E. SUMMERS

Jacksonville, FL ***** ad0pwh@r.postjobfree.com WWW: Bold Profile

Outside sales specialist with strength in negotiations, e-commerce and customer service. Excellent interpersonal and time management skills.

Lead Generation Campaigns

Customer Satisfaction

Marketing Activities

Customer Acquisition

Achieving monetary objective

Team Management

Account Manager, Marketing, 05/1998 - 03/2000

BellSouth And AT&T – Jacksonville, FL

Educated clients on new products or services to increase customer engagement with brand. Built and strengthened long-lasting client relationships based on accurate price quotes and customer- centric terms.

Evaluated client needs and developed tailored solutions to increase positive customer ratings. Monitored and analyzed customer feedback to identify opportunities for improvement. Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue. Recommended brand products to customers to encourage repeat purchases and foster customer loyalty. System Designer I & II, 04/1991 - 05/1998

BellSouth Business – Jacksonville, FL

Collaborated with clients to determine project specifications and scope. Provided technical leadership to team members during system design. Reviewed clients' overall app and infrastructure estate, business priorities and success criteria to design transformation plans.

Developed network and system architecture according to business needs. Service Consultant, 03/1986 - 04/1991

BellSouth Business – Jacksonville, FL

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Documented payment details and personal information on customer accounts. Provided information about service procedures and expected timelines. Discussed options with clients and determined appropriate plans. Wrote service orders and updated schedules.

Maintained high customer satisfaction standards to meet or exceed targets. Handled customer issues with confidence, using complex problem solving to provide effective resolution. Pleasantly greeted customers and asked open-ended questions to better determine needs. Developed process improvements to enhance overall delivery of service. Suggested add-on services that would be helpful to customers and improve bottom line. Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.

Documented problems and corrective actions to maintain records. Suggested additional services to customers in order to meet upsell goals. Interpreted diagnostic results to provide accurate repair recommendations. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Investigated and resolved customer inquiries and complaints quickly. Exhibited high energy and professionalism when dealing with clients and staff. Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Delivered prompt service to prioritize customer needs. Maintained up-to-date knowledge of product and service changes. Responded proactively and positively to rapid change. Followed up with customers about resolved issues to maintain high standards of customer service. Educated customers about billing, payment processing and support policies and procedures. Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Trained new personnel regarding company operations, policies and services. Sought ways to improve processes and services provided. Promoted available products and services to customers during service, account management, and order calls.

Telemarketing Account Representative, 03/1984 - 03/1986 BellSouth Business – Jacksonville, FL

Processed client payments and updated accounts.

Supported customer satisfaction through regular follow-up and communication. Implemented customized account plans to meet individual client needs. Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.

Kept detailed records of customer interactions for optimal traceability. Contacted customers to assess satisfaction and current needs. Negotiated contracts and agreements with clients to achieve favorable terms. Developed and implemented strategies to improve customer retention and loyalty. Interpreted financial data to identify trends and opportunities. Researched and recommended new products to meet customer needs. Achieved revenue targets by developing targeted account strategies. Served customers with knowledgeable, friendly support at every stage of shopping and purchasing. Built relationships with customers and community to promote long term business growth. Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.

Performed effectively in self-directed work environment, managing day-to-day operations and decisions. Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.

Developed and maintained strong working relationships with professionals within assigned territory. Stayed current on company offerings and industry trends. Attended monthly sales meetings and quarterly sales trainings. Recorded accurate and efficient records in customer database. Kept detailed records of daily activities through online customer database. Software Clerk, 11/1979 - 06/1982

BellSouth Telecommunications – Jacksonville, FL

Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.

Interacted with customers by phone, email, or in-person to provide information. Maintained filing system and organized customer documents for easy retrieval of information. Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance. Processed documents and materials to disseminate information to appropriate parties. Produced high-quality communications for internal and external use. Input data into spreadsheets and databases.

Reviewed files, records and other documents to obtain information to respond to requests. Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.

Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.

Edited and proofread documents for accuracy and completeness. General Office Clerk, 06/1982 - 03/1984

BellSouth Telecommunications – Jacksonville, FL

Provided clerical support to company employees by copying, faxing, and filing documents. Routed business correspondence, documents, and messages to correct departments and staff members. Prepared mail and packages for shipment, pickup, and courier services to expedite delivery. Responded to inquiries from callers seeking information. Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance. Restocked supplies and submitted purchase orders to maintain stock levels. Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding.

Completed clerical tasks such as filing, copying, and distributing mail. Managed daily data entry and kept clerical information accurate and up-to-date. Ordered office supplies and kept office stocked with needed resources to operate smoothly. Interacted with customers by phone, email, or in-person to provide information. Maintained and updated office records, both digital and physical. Delivered clerical support by handling range of routine and special requirements. Prepared and edited documents to produce precise, accurate and professional communication. Collaborated with various departments to complete assigned tasks. Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.

Reviewed files, records and other documents to obtain information to respond to requests. Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.

Compiled and analyzed data to produce reports.

None: General Studies

Florida Junior Collage At Jacksonville - Jacksonville, FL

[Number] GPA

Extracurricular Activities: [Activity]

None: General

EDUCATION

Florida State University - Tallahassee, FL

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