Relationship/Strategic Account/Customer Success Manager

Diandra Frommer

*******.***@*****.*** 828-***-****

LinkedIn• Everett (Seattle) WA

Compelling communicator and strategic thinker with solid track record in leveraging exceptional interpersonal and relationship management expertise to drive engaging and collaborative team cultures across diverse settings.

Areas of Expertise

Relationship Management

Team Leadership & Development

Customer Satisfaction & Retention

Continuous Process Improvement

Employee Engagement

Performance Evaluation

Strategic Planning

Legal & Regulatory Compliance

Program Management

Risk Management

SaaS for SMB

Complex Issue Resolution

Career Experience

Grocery Outlet Feb 2022–Present

Business Development Manager/Operations Analyst, PNW, WA

Evaluate operational processes (ordering, receiving, merchandising, etc.) for efficiency and improvement

Review financial data (P&Ls, balance sheets, cash flow worksheets, etc.) to cut costs and maximize profit

Restructure inventory control processes to minimize shrink

Analyze marketing data and provide feedback to enhance brand exposure

Develop staff training SOPs to optimize customer experience

Verizon Wireless Aug 2009–Oct 2021

Wireless Retail Manager-Multi-Store (Dec 2019-Oct 2021), WA

Created and implemented a singular vision across dual locations

Researched, analyzed, and drafted proposals regarding project strategies, technical challenges, and feedback implementation for Senior Leadership review

Provided director level management and executed solutions to promote a more seamless and productive working environment, fostering a cohesive experience for sales staff and customers alike.

Managed dual inventories of over $2 million.

Evaluated team capabilities, inventory control processes, data-driven sales forecasts, and incorporated those into resource usage strategies

Achieved 50% shrink reduction across the territory by spearheading an effective inventory management program

Facilitated complex issue resolution through cross channel collaboration

Coached peers towards becoming better leaders

Optimized peak performance through accurate forecasting and analysis of sales data

Hired and trained, sales, support, and leadership positions

SMB Specialist (Jul-2017-Nov 2019), SC & WA

Improved the market ranking of a Verizon store from #255 to #5 within one year by reorienting sales priorities to small business customers

Wrote SMB Best Practices Guide that achieved territory wide utilization.

Set a record for most business adds in a single month

Trained sales team how to effectively discover for SMB opportunities and speak to our competitive advantage

Presented various business solutions (Fleet Management, Cradle-Point, One-Talk, Canvas, DoForms, Intrepid Networks, LibreStream, IBM MaaS360, and others) to SMB customers, closed sales, and served as POC for post-sale support

Acted as a critical link between the Business and Retail channel

Solutions Manager (Aug 2015-July 2017), SC

Oversaw daily operations, including schedules, reporting sales data, cash management, facilities tickets, security compliance, and brand recognition

Enabled team to provide outstanding customer service through comprehensive training and development efforts

Managed inventory and performed merchandising and device refreshes

Implemented action plans to resolve skill gaps that were identified

Ensured optimal product placement by involving team in sales strategy development

Retail Sales Consultant (Aug 2009-Aug 2015), NC & SC

Concluded tenure in top 10% of the company after being selected as Winner's circle for several years.

Consistently averaged >150% achievement of rapidly evolving sales quota.

Achieved a customer satisfaction rating of more than 90% annually, by utilizing extensive product knowledge, technical prowess, and active listening skills to provide a stellar customer experience.

Conducted user classes for both Android and iOS during the emergence of new smartphone technology and the ensuing data boom

Volunteer Experience

Crisis Counselor - Crisis Text Line, April 2020-Present

Employee Resource Group (ERG) member, three different groups (6 years)

Crisis Response Team Volunteer for Verizon, Summerville, SC, (4 years)

Work with hearing impaired senior citizens, (3 years)

Additional Experience

General/Predictive Astrologer (10+ years)

US Air Force – E3 Airman, TX/NC (1 yr)

Sales/Business Manager, Office Supply Liquidators/Supply Mart, Asheville, NC (2 years)

Editor/Academic Tutor, Western NC Universities (4 years)

Education

Bachelor of Science - Mathematics/Political Science/Business

Western Carolina University, Cullowhee, NC

-Honors College - GPA 4.0/4.0 - Summa Cum Laude

Associate in the Arts Degree

Southwestern Community College, Sylva, NC

-GPA 4.0/4.0 - Summa Cum Laude

Technical Proficiencies

G-Suite, Microsoft Office Suite, Android & iOS, Citrix, SalesForce, PeopleSoft, Tableau, Oracle, Concur, Quick Books, Virtual meeting software (Zoom, BlueJeans, WebEx), various SaaS offerings for SMB

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