Account & Project Manager, Sales & Marketing Executive

BARBARA A. PEÑA

Account Manager Project Manager Sales & Marketing Executive

Certified AI Consultant

New York, NY • 646-***-**** • *******.******@*****.*** • linkedin.com/in/barbpena PROFESSIONAL PROFILE

Dynamic and results-driven executive with extensive experience in customer service call centers and a proven track record across Telecommunications, Oil & Gas, Construction, Finance, and Healthcare industries. Skilled in technology, driving sales growth, managing complex projects, and developing marketing strategies in both domestic and international markets. Adept at fostering long-term client relationships, optimizing operational efficiency, and delivering solutions that exceed customer expectations. KEY SKILLS

• Account Management & Client Services

• Sales Development & Marketing Strategy

• B2B Sales & Client Acquisition

• Project & Team Management

• Customer Relationship Management (CRM)

• Digital Marketing (SEO, SEM, Email Campaigns)

• Telecommunications & IT Solutions

• Team Leadership & Training

• Rapid Decision-Making & Problem Solving

• Planning, Organization & Office Management

PROFESSIONAL EXPERIENCE

Senior Analyst, Security Operations — Dec 2023 – Present Verizon Wireless Bridgewater, NJ

• Serve as 24x7x365 liaison between Verizon and the law enforcement community, authenticating callers and releasing customer records for high-priority, life-threatening emergencies, including active location requests

• Navigate 30+ internal network systems to track, process, and respond to emergency requests, court orders, and search warrants within strict legal and compliance timelines

• Validate, log, and manage all cases end-to-end in compliance with applicable laws and company procedures, escalating to leadership when needed to secure the best outcome for all parties

• Partner cross-functionally with Network, Security, and Legal teams to guide decisions on the release of sensitive company records

• Deliver feedback to leadership on call and case handling, identifying operational gaps and driving quality improvement

• Facilitate educational presentations for law enforcement agencies, reinforcing the company's commitment to public safety

• Evaluate and pre-release test new technology enhancements to assess effectiveness and reliability prior to rollout Federal Accounts Manager — Nov 2022 – Dec 2023

MetTel New York, NY

• Managed phone, internet, and data services for over 500 federal government accounts, serving as primary point of contact for service-related issues

• Handled 50–100 inbound and outgoing calls and meetings daily, troubleshooting service disruptions and coordinating trouble ticket resolution with clients

• Initiated and tracked trouble tickets through resolution, coordinating repairs across technical teams

• Decommissioned legacy services and POTS lines as part of technology upgrade initiatives

• Educated users on service benefits, features, and upgrade options to improve adoption and satisfaction

• Coordinated new and existing sales installations for government accounts, ensuring seamless service delivery from order to activation

Customer Service Representative — Aug 2021 – Oct 2022 Indotronix International Corporation (Temp Agency) Pennsylvania, United States

• Verified client information to prevent fraudulent unemployment claims during the COVID-19 pandemic

• Processed unemployment claims via phone, gathering and confirming all required documentation

• Assisted claimants with status, payment, and eligibility inquiries

• Supported overflow call volume and fraudulent-claims investigations for the State of Maryland Department of Labor Field Sales Representative — May 2018 – Mar 2020

Locus Telecommunications, LLC New York, NY

• Built and maintained relationships with retail partners across 20 stores daily throughout NYC's five boroughs to drive activations and sales

• Monitored product placement, appearance, and inventory levels across an assigned territory

• Educated retailers on service benefits, current promotions, and commission/spiff structures to maximize incentive earnings

• Represented and branded H2O Wireless products at marketing and promotional events Video Repair Customer Service — Aug 2015 – May 2018 Time Warner Cable New York, NY

• Answered customer calls regarding service inquiries, billing, and equipment issues, troubleshooting to resolution

• Educated customers on billing, equipment, self-help tools, and service usage

• Conducted account reviews on every call to ensure customers were on the most suitable service plan

• Submitted trouble tickets and coordinated follow-up for unresolved service interruptions Media Consultant — Sept 2012 – Sep 2015

YP, The Real Yellow Pages Melville, NY

• Managed the full sales cycle for SEO, SEM, mobile marketing, social media strategy, and online reputation management services

• Conducted cold-calling outreach to small and medium-sized businesses to schedule appointments and grow the client pipeline

• Designed custom digital marketing programs tailored to individual client goals

• Tracked campaign performance using Google AdWords and SEO tools; AT&T-certified to sell and service SEO products

• Maintained and grew relationships with existing clients while driving new business acquisition Sales Development Marketing Representative — Feb 2010 – Jan 2012 Red Sea Housing Services Ghana, West Africa

• Represented the company at exhibitions and conferences across Africa and South America, generating a strong pipeline of qualified leads in the Oil & Gas, Mining, and EPC sectors

• Led the transition to Salesforce as the company's CRM, strengthening follow-up communication and driving a 15% increase in repeat client engagement

• Achieved a 20% increase in sales within the first year through consistent outreach and proactive targeting of high-value opportunities

• Completed vendor registration with major international Oil & Gas, Mining, and EPC companies, expanding eligibility for global project bidding

• Researched upcoming industry projects to identify early-stage tender opportunities and position the company competitively

• Managed the full RFP intake process — receiving, routing, and tracking leads — improving customer satisfaction through timely follow-up

• Collaborated with technical and operations teams to ensure accurate, competitive proposal submissions Construction Administrative Assistant — Jan 2008 – Jan 2010 Fluor Corporation Cotui, Dominican Republic

• Supported the Construction Manager and Area Managers with administrative operations, including timesheet processing and overtime reconciliation

• Served as main point of contact for contractors, managing daily reports, permits, and equipment transport authorizations

• Organized cross-functional meetings between clients, engineering, quality control, purchasing, and contracts teams Customer Care Representative — Mar 2005 – Jan 2008 T-Mobile Ft. Lauderdale, FL

• Delivered service support to customers regarding billing, products, and account questions, conducting visual audits to recommend optimal rate plans

• Educated customers on device features and self-service tools; troubleshot handset issues and processed exchanges for lost, stolen, or out-of-warranty equipment

EDUCATION

Pontificia Universidad Madre y Maestra (PUCMM) — 1998 – 2000 Social Communications Santiago de los Caballeros, Dominican Republic New York City Technical College — 2001 – 2002

Telecommunications Brooklyn, New York

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