Gracie C. Richards

*** ****** ***. ******, ** ***94

ad2w9a@r.postjobfree.com

214-***-**** cell

QUALIFICATIONS

A respected business sales professional with a strategic focus on customer operation management, client service, and support management skills, project management to include successful onboarding, negotiations, problem-solving, and conflict resolution, as well as effective communication skills that contribute to the productivity and profitability of a Sales Organization.

Committed to exceptional executive sales/support and performance excellence.

Bilingual in the Spanish language

15+ years’ experience with emphasis in Client Support/Relationship Management experience

Manage regional territory for Fortune 100/500 companies across a variety of industries.

Foster teamwork and partner across multiple departments to deliver seamless service.

Project Management/Conflict Resolution/Contract Negotiations & Management Experience

Detail-oriented “multi-tasker”, able to balance competing priorities and tight deadlines.

Ability to achieve & exceed goals in fast-paced, challenging, and dynamic work environments.

PROFESSIONAL EXPERIENCE

Farmer Agency Plano, TX May 2019 to Present

Manage/Agent Producer

●Generate sales leads and assess customers’ needs to achieve satisfaction.

●Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

●Meet personal/team sales targets and call handling quotas.

●Keep records of customer interactions, process customer accounts, and file documents

●Follow communication procedures, guidelines, and policies.

●Proven experience as an Insurance Account Manager

●Build sustainable relationships and trust with customers through open and interactive communication.

SAFETY KLEEN, Richardson, TX May 2018 to July 2019

Corporate Account Sales & Support

●Provide dedicated support to Corporate Account customers and Account Managers.

●Work with other internal departments and branches to ensure customer disputes/issues are resolved.

●Provide various reports to both internal and external customers as needed.

●Review customer contract requirements/compliance.

●Provide documentation as required by the customer, i.e., certificate of insurance, copies of invoices, and service documents.

Viverae Inc. Dallas, TX June 2017 to February 2018

Client Relationship Manager/Account Manager (Contract Work)

●Responsible for providing second-tier client support while impacting care and culture through program design and consulting.

●Service-oriented position focusing on relationship management across multiple platforms, industries, and revenue.

●Primary contact for clients of varied sizes and across different industries. Dedicated to a top 15 revenue client.

●Strategically consult clients on our best practices, provide thoughtful recommendations, and identify client goals and resources.

●Attend special events such as health fairs, wellness summits, and healthy events.

●Provide Wellness Committee program implantation planning and support.

●Proficient in client contract renewal and service upsell opportunities.

●Proficient in issue resolution for my BOB and other CRM client issues

Digital Realty/Telx Data Center, Inc. - Dallas, Texas May 2011 to March 2017

Manager, Client Services Engagement

Responsible for strategic oversight and leadership of lifecycle support to existing large Enterprise clients while building and maintaining strong, long-lasting customer relationships.

Provide support to Customers, Sales, Operations, Account Receivables, Legal, Regional Property Team and Sales Engineers

Develop a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors.

Manage the timely and successful delivery of our solutions according to customer needs and objectives and coordinate all client calls with internal and external departments.

Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders and Executives

Managed large Interconnections/Colocation customers, Amazon, SoftLayer, Facebook, and Rackspace projects, with customer onboarding, contact renewals, service orders, outages and Account Receivables, Master Service Agreements, and Collocation Lease Agreements.

Single point of contact for customer escalations for all Data Center needs.

Sr. Client Services Manager (Telx Data Center, Inc.)

Identify and grow opportunities within the territory and collaborate with sales teams to ensure growth attainment.

Managed large Interconnections/Colo customers like, Google, Facebook, Twitter, Sprint, and CenturyLink for West Region to include new customer onboarding, contact renewals, service orders, outages, AR billing inquiries, MSA, CLA

Provide ongoing support to Customers, Sales, Operations, Account Receivables, Collection Management, Legal and Sales Engineers

Forecast and track key account metrics via CRM (Salesforce)

Work with sales, project managers, engineers, and customers to ensure orders are implemented on time.

Responsible for circuit inventories and audits accuracy for contract renewals and uplifts

Customer Portal/Interface Support to include Customer Portal Training and Assistance

GLOBAL CROSSING/Level3- Dallas, Texas March 2006 to May 2011

Sr. Client Support Manager/ Collaboration Services

Manage a customer base of $600,000 in monthly revenue. Maintain and exceed monthly sales quota.

Point of contact for customer escalation during the order process and after implementation

Managing customer relationships to understand the culture, behaviors, business drivers, and overall environments.

Conduct quarterly business reviews with customers.

Maintain and build new revenue within the named account base through large complex Voice, VOIP, MPLS, Data, Hosting, and IP products and services.

Manage team growth opportunities within the territory and collaborate with Sales to ensure growth attainment.

Work with internal resources ensuring satisfaction of installation, billing, and service performance and responsible for reviewing, processing, and tracking credits.

Retained 99% of the on-boarded client base and increased the base revenue of top accounts by over 200% year over year.

Managed and renewed client contracts and identified IP convergence opportunities for IP network, VOIP, and conferencing.

Designed and managed global branded rollout of collaboration services for customers including announcements, user guides, intranet sites, training, and relationship building.

Achievements

oCollaboration “American Idol” for top performer for new customer logos Q2, Q3& Q4 2007

oNet Zero Attrition “No loss” Award – 2007 and 2008

MCI/VERIZON BUSINESS- Richardson, Texas June 1994 –March 2006

Sr. Client Manager/ SI Partner Alliance

Clients included Fortune 500 customers: EDS, Perot, CSC, Fujitsu, Bank of America, IBM, and ACS. Implemented client networks totaling yearly revenue of $500 million a year.

Project Management of new data installations, change orders, moves, disconnect, and coordinate new orders with the client base to ensure the accuracy of installation.

Conducting on-site customer meetings reviewing billing and ensuring new service pricing complies with SLA/contractual agreement.

Sr. Global Support Consultant

Generated revenue for Global accounts and direct account management for sales, technical, service, and support to exceed revenue goals.

Developed and presented product solutions and services to meet the business needs of existing and prospective clients.

Analyzed customer’s business requirements and translated them into network solutions.

Performed cost analysis and proposed strategic solutions to multi-billion-dollar agencies, for implementation of services.

Achievements

oPresident Club Winner for 2001, 2003, and 2005 at 130% of plan

oFriends & Family customer award

EDUCATION

Texas Tech University, Lubbock, Texas- B.A., Communications Studies

University of Texas in Dallas - M.A. Telecom/Buss Management (Not completed)

Real Estate and Real Estate Management Course

P&C Insurance License & Adjuster License

PROFESSIONAL CAREER DEVELOPMENT

Security and Compliance Company Training

Accent Sales Training

Microsoft Office Suite (Word, Excel, PowerPoint), New 365 Office

WebEx, Skype, Microsoft Web Meeting and Zoom meetings.

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