Account Manager Customer Advocate

RHONDA PUOTINEN

Sunrise, Florida ***** 786-***-**** adwjvu@r.postjobfree.com https://www.linkedin.com/in/rhonda-puotinen SUMMARY

A committed and goal-oriented customer success professional, specializing in the telecommunications industry, with extensive experience in account management, customer service, communications and correspondence, project management, and upgrades and upsells. Works with staff and clientele alike to address issues, manage service, and ensure mutually beneficial outcomes. Promotes experience in other vital functions, from consultation to sales, to enhance day- to-day efforts. Proven success in empowering robust coverage for a dynamic base of consumers and clients.

Sales Enablement

Product Management

Crisis Resolution

Reporting and Documentation

Continuous Improvement

Staff Coaching and Training

KEY RESPONSIBILITIES AND ACCOMPLISHMENTS

Attended Achiever’s Club.

Named member of President’s Circle.

Met with agents to discuss policy and procedure changes, and review new promotions.

Worked with business owners and sales managers to develop sales strategies, promotional ideas, and schedules. EXPERIENCE

WINDSTREAM, Fort Lauderdale, Florida

Customer Success Manager, 2021-2023

Acted as part of team for customer success throughout entire service delivery, installations, and repair process, as well as proactively updating customer on changes in internal systems and portals.

Provided reports and teamed with sales teams for upgrades and conversion on products.

Ensured customers achieved peak experience in reference to service delivery, repairs, and billing.

Worked as part of team to help renew and/or convert to new technology and upsell.

Onboarded new employees to account management.

Served as employee BOD for processes.

WINDSTREAM, Fort Lauderdale, Florida

Major Customer Advocate, 2019-2021

Oversaw and managed assigned customer base, billing $700,000, servicing and upgrading accounts, and handling billing and service issues to resolution.

Ranked second on team in 2019 for achievement in TBR, renewals, and conversions. WINDSTREAM, Fort Lauderdale, Florida

Senior Account Manager, 2011-2019

Managed assigned customer base, servicing and upgrading accounts, and handling billing and service issues to resolution.

Worked both with direct and channel divisions. Maintained bases that ranged from $500,000 to $1.5 million. PAETEC/WINDSTREAM, Fort Myers, Florida

Account Consultant, 2009-2011

Oversaw efforts in upgrading and selling updated product to existing customer accounts.

Achieved quota for existing customer upgrades.

Collaborated as a team member with account management. Rhonda Puotinen, Page 2

PAETEC, Fort Lauderdale, Florida

Senior Account Manager, 2007-2011

Led assigned customer base, servicing and upgrading accounts, and handling billing and service issues to resolution.

Forecasted and reached quota goals and renewal goals. ADDITIONAL EXPERIENCE

US LEC, Fort Myers, Florida, Account Executive, 2005. Uncovered new business. Presented and sold while maintaining customer accounts. Worked in position with agents and vendors. Networked as needed. ADVANCED COMMUNICATIONS SOLUTIONS, Fort Lauderdale, Florida, Major Account Executive, 2004-2005. Explored and uncovered array of opportunities. Sold NEC products.

FDN COMMUNICATIONS, Miami, Florida, Account Executive, 2004. Sold and monitored installations for lines, T-1s, and PRIs. BELL SOUTH, Fort Lauderdale, Florida, Account Manager, 2003-2004. Oversaw and managed consulting and sales of T-1 and PRI for all services to existing customer base.

US LEC, Miami, Florida, Account Executive, 2000-2003. Facilitated and managed both consulting and sales of DS3, T-1, and PRI for local, long distance, VPN, and internet.

CREATIVE PRODUCT MARKETING, Hollywood, Florida, Field Manager, 2000. Worked with owner to develop new areas of marketing, cultivate new accounts, and co-manage jobs conducted by subcontracted employees. TIE COMMUNICATIONS/CONVERGENT COMMUNICATIONS, Miami, Florida, Sales Manager, 1996-2000. Led team of sales executives and managed quotas. Facilitated relationships with vendors and agent programs (i.e., Bell South in connection with hardware and services sold). Acted as part of management team working with upper management on marketing strategies. TIE COMMUNICATIONS, Miami, Florida, Account Manager, 1992-1996. Conducted consulting and sales of PBX Systems, key systems, and voice mail systems to base of customers (included design, configuration, pricing, and proposing). CSI COMMUNICATIONS, Jacksonville, Florida, General Manager/Account Manager, 1991-1992. Helped owner run administration and operation side of company. Led consulting and sales of PBX, key, and voice mail systems to new businesses, as well as customer base. Sold and implemented voice network side with Bell South as agent. TIE COMMUNICATIONS/TSI/HONEYWELL COMMUNICATIONS/FLORIDA COMMUNICATIONS, Miami, Florida, Account Manager, 1980- 1991. Assumed sales position, selling to approximately 500 customers. Maintained several operational positions with larger organization, with keen emphasis on using time management, training, technical, and supervisory skills. COMPUTER SKILLS

CRM, Salesforce, PowerPoint

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