Account Executive

*************@*****.***** com Karns, Lowe TN +1-865-***-****

WORK HISTORY

CLOUD ACCOUNT EXECUTIVE at GOOGLE, Concentrix

**/**** - **/**** (1 year)

GOOGLE, Concentrix

Managing a book of business to leverage existing and new relationships with C level

executives, and acting as business partner to understand customer s challenges and goals

Deliver cloud solutions leveraging cutting edge technology to help companies operate more

efficiently and adapt to changing needs

Conduct virtual meetings to discusss best suited product offerrings Resolved issues promptly to drive satisfaction and enhance customer service

Maintain a well informed knowledge of cloud products and services Met quarterly attainment to contribute an average of 800K in pipeline and 600K in billings

STATE OF CALIFORNIA EDD QUALITY ASSURANCE AUDITOR at 11/2021 - 06/2022 (1 year)

Swipe Jobs Remote

Conduct internal audits to ensure that quality case management requirements are met

Collaborate with leadership to develop new procedures, and update existing procedures when

changes occur

Analyze quality program data to identify trends and to develop and implement corrective

action plans as appropriate

Assist with monitoring performance and meeting contractual requirements CUSTOMER SERVICE SUPERVISOR at Discovery Communications LLC 12/2020 - 03/2021 (4 months)

Discovery Communications LLC, Remote REMOTE Contract Position Completed

Managed team activity to meet goal of 600 800 tickets per day Assisted with daily overflow of tickets including emails, chats, and voicemail

Provided refresher training to reps when needed

Improved staff performance through continuous monitoring and training updates

Resolved account issues to build rapport and relationships with clients Monitored metrics and developed actionable insights to improve efficiency and performance

QUALITY ASSURANCE MANAGER at Cellular Sales

10/2010 - 10/2019 (9 years)

Cellular Sales

Implementation of a Quality Measurement System

Created a Concierge level training curriculum for 175 associates on how to talk to

customers in Customer Service Sales B2B

Coached supervisors and contact center associates through a positive lens to drive

performance.

Coached front line staff on identifying pivot points on the call to drive more revenue

Accountable for 10 Sales Supervisors and over 140 contact center agents performance

Evaluated interactions between associates and customers to assess personnel performance and

implement strategies for customer satisfaction improvement Developed quality planning for multiple new product launches by verifying customer

requirements and implementing in design and production Applied coaching techniques and tools to support managers and team members in improving

performance

Direct Sales B2B Customer Service

Participated on interview panel during tenure to help hire 50+ sales and customer service

reps

EDUCATION

Middle Tennessee State University

Graduated 1970

Bachelor of Business Administration Finance, Healt SKILLS

Maintenance rental and events, 20 years

LANGUAGES

English, Bilingual

SOCIAL NETWORKS

Facebook, https://Kaley counterman

Twitter, https://4Dwainette@

Linkedin, https://LinkedIn.com/in/ernestine-scruggs-27394a25a ABOUT ME

I served in the military

I have a drivers license

I have management experience : 30 years

I have a security clearance

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