Latesa A. Moore

**** **. ******* **. ** Charles, MO 63301. 314-***-****. adx1pp@r.postjobfree.com

Relative Experience Account Management- Yellow Pages, Maryland Heights, MO (Aug 2017- Present)

● Responsible for handling a book of business, with focus on retaining up to $150,000 in revenue.

● Outbound/inbound calls assisting customers with delinquent accounts, over seeing customer’s current program and problem solving customer issues.

● Required to meet monthly & quarterly quotas while maintaining a high level of customer satisfaction.

● Engage with a minimum of 50-80 customers per day, via phone contact, and required to followup.

● Manage customer accounts, based on renewal, downgrade/upgrade and/or customer’s request to terminate service.

Success Manager – Yellow Pages, Maryland Heights, MO (Sept 2015- Aug Billing Specialist – assisted peers and management with complex billing issues.

· Strong understanding of outbound sales, customer issues and customer onboarding

· Record of success in meeting and exceeding personal and business goals. Responsible for retaining

$150,000 thousand in revenue.

· History of building strong, collaborative relationships across departments and leadership levels

· Ability to foster an environment of high performance and drive for over achievement

· Results driven - Activates priorities in a manner that is focused on attaining key sales and performance objectives. Must possess the ability to effectively navigate conflict and negotiate solutions.

· Excellent verbal communication, interpersonal skills

· Conduct peer coaching to drive positive NPS Scores.

· Ability to handle customer escalations and defuse the situation immediately

· Ability to interact with others and deal with situations in ways that respect diverse backgrounds, experience and style. Making arrangements for training of new and existing staff.

· Expertise in SEM (Search Engine Marketing)

· Possess deep level of collaboration and excellent teamwork skills

· Flexibility in adapting to change and in participating in consultative decision-making processes Priority Accounts – Yellow Pages, Maryland Heights, MO (May 2012-Sept 2015) · Resolve all business customer's requests on behalf of YP. Acts liaison on behalf of YP and its’ advertisers. · Process customer complaints and inquiries to an equitable resolution for YP and the business owner on behalf of YP.

· Manage high dollar accounts (Handle MC2 accounts for Executive sales reps, Circle of care Managers, Performance Managers, and RVP's) to ensure customer satisfaction and retention of the YP customer. · Negotiates with delinquent account owners to establish satisfactory payment arrangements, ensure customers are accountable payment of revenues and YP’s receivables are collected. Claims Representative - AT&T Advertising Solutions St. Louis MO (Sept 2003 – May 2012)

· Managed all incoming calls from advertisers and internal account executive.

· Coordinated with internal organizations to investigate customer's inquiries to resolve and respond to customer complaints.

· Probed customer for specific information necessary to resolve customer's needs.

· Reviewed and identify Bankruptcy notices, file Proofs of Claim and Settlement of Accounts.

· Researched ownership information before referring accounts to outside counsel and reviews discovery in support of settlement negotiations or trial evidence

· Coordinated with local counsel on cases to be investigated for possible intervention of bankruptcy proceedings.

Document Analyst - Bank of America, St. Louis MO (Mar 1997-Mar 2003)

· Communicated with consumer bankers to obtain the appropriate loan documents in an effort to meet the deadlines for the customer's timely closing of their loan.

· Prepared file folder to be packaged for the closing specialist so that the closing documents are handled efficiently and accurately.

· Ensured all incoming customer and consumer bankers’ inquiries were resolved.

· Performed other duties including but not limited to, obtaining payoff information of customer's property, verifying employment, and reviewing, processing, and accepting the customer's title, flood and appraisal document.

Additional Information

● Salesforce

· MS Office Suite (Word, Excel, Powerpoint, Outlook)

· Avaya 4621SW IP phone system

· Above & Beyond Awards (2003-20012)

Contact this candidate