Customer Service Sales Executive

MOLLY BENNETT

Birmingham, AL 205-***-****

*********@***.*** www.linkedin.com/in/molly-a-bennett2022

Organizational Project and Customer Success Leader

Results-oriented technical professional with 30 years experience in telecommunications & training sales including project management, customer retention and product training. A Team player and team motivator delivering bottom-line results through communication and organizational skills as well as strategic understanding of all technical requirement phases and expectations. Excellent proficiencies in all Microsoft Office programs.

Key Professional Skills Include:

Project Management Partnership Building & Management Recruitment & Staffing

Performance Management Vendor Management Leadership Excellent Organizational Skills

Training Program Development Operations Management Management Product Management Strategic

Planning Best Practices Product/Process Development Information Technology

EXPERIENCE

ACI – Advanced Communications, Inc.

Business Engagement Manager 2019 to Present

Manager of AT&T post-sale service support with partners and ensuring customer and partner success in billing reconciliation and implementation of company products, services, and solutions.

Manager of customer disconnection/dissolution of AT&T complex products and network services. Including contract termination calculations, contract language and legalese review.

AT&T customer invoice auditing and understanding of AT&T accounting business practices. Managed assembly of documentation required for AT&T credit claims, billing disputes and business cases.

Facilitator of AT&T product migrations, scheduling, testing & turn-up, and monitoring of service performance results.

Project Management.

Collaboration with AT&T Direct Global Project Management teams for voice, data and VOIP applications.

AT&T Alliance Compliance updates and recertifications

TELARUS

Director of AT&T Operations – EAST 2018 to 2019

Coordinated and supervised Telarus partner quote/price requests, service ordering and product implementation. Supervised contract generation and worked in tandem with AT&T direct channel representatives in total solution sales opportunities. Developed and implemented systems and procedures to improve workflow processes Reviewed technical documentation and communicated changes in AT&T procedures to area managers and team.

Increased inter-department communication and data sharing through functional alignment.

Achieved business goals by continuing education for team (meetings, calls, workshops), identifying areas for growth, and altering training methods if expected improvements were not reached.

Collaborated with AT&T business subject matter experts to assess business processes, identifying opportunities for increased efficiencies and reduction of operational risk.

Drove departmental performance and achievement of service levels/customer service through focused team operational reviews, structured coaching, and managing to enterprise targets.

Reduced learning curve substantially by providing training for new hires and cross-training exercises with experienced co-workers.

Led weekly and monthly coaching, counseling, and feedback sessions, designing future training material based on feedback from sessions and area managers.

Communicated all learning and performance objectives, schedules, and training assessments to area managers, focusing on individuals that needed addition training and coaching.

Researched, troubleshot, and resolved complex problems independently, with the primary focus of customer service excellence.

GLOBAL FIBER AND DATA SOLUTIONS

Director of Sales Support 2016-2018

Managing all service ordering, contracting, sales support and product implementation for voice, data, security and mobility services.

Researched, troubleshot, and resolved complex problems independently, with the primary focus of customer service excellence.

Maintained high departmental standards for quality and productivity metrics by remaining up to date on latest technologies and solutions applicable to products.

Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance, and support of voice, data, and VoIP applications.

Created and conducted surveys, using feedback to develop training based on projected production processes and changes.

Improved overall team performance by coordinating cross-training exercises for new hires with experienced workers.

Project Management.

AT&T (National Business Markets – Gulf States)

Account Manager II 2008-2016

Outside field sales executive maintaining and retaining set module of clients while developing and presenting solutions encompassing entire AT&T portfolio of products of voice, data, security and mobility.

Responsible for book of business exceeding $2.5 million in yearly revenues in Alabama/Mississippi territory.

Extensive travel with quarterly customer-facing appointments offering current product information and customized account reviews with growth recommendations.

2008-2016 Exceeded yearly retention goals (175%) and all buckets with security and mobility (276% attainment)

Presented yearly Module Reviews to AT&T Direct and Upper Management teams covering all financial matrices.

Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance, and support of voice, data, and VoIP applications.

Onboarded new customers in AT&T self-service portals for new products.

ITC^DELTACOM 1991-2008

Client Solutions Executive

Outside field sales responsible for new logo business as well as maintaining existing client base. Strategized with customer premise equipment sales teams and outside sales dealers to offer turn-key solutions for multiple ICT^DeltaCom products and services.

Met monthly new sales goals through a managed schedule of weekly appointments and follow ups.

Achieved over 200% of sales goals year-over year and amassed average of $50,000 in new yearly revenues

Increased visibility of ITC^Deltacom in spearheading regular participation in telecommunications trade shows, business summits and vendor conferences.

Conducted new-hire onboarding and intra-company approve Birmingham d sales training. Facilitated mentorships with tenured employees with new hires.

Managed ITC^Deltacom’s partnerships with state associations, groups and coalitions to offer ITC^Deltacom services as a membership benefit.

Amassed total growth of client base revenue of over 600% of original base of clients for career tenure.

Education

Bachelor of Arts – (BA Music) Music and Music Education with emphasis on vocal performance at Samford University, Birmingham, AL

Master of Arts – (MA Music Education) Samford University

Volunteer/Outside Activity

THE GREATER BIRMINGHAM HUMANE SOCIETY – Birmingham, AL

Volunteer in pre-adoption processes including candidate application reviewing and interviewing.

THE JIMMIE HALE MISSION – Birmingham, AL

Work to increase overall donations and gain additional volunteers to help with projects.

YMCA OF GREATER BIRMINGHAM – MOUNTAIN BROOK Birmingham, AL

Long-time group exercise instructor, AFAA-certified, teaching different venues in group exercise.

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