Sales Manager

Kimberly D. Smith-King

Mobile Phone: 248-***-**** E-mail *********@*********.***

Sale Support Specialist

• Skilled Project Lead, passionate about motivating & developing staff members with an eye towards supporting both individual career development & organizational excellence

• Strong background in client relationship management

• Results-oriented management professional with a flair for improving customer satisfaction

• Strong track record of effective team player¬¬¬¬¬¬¬

CAREER HIGHLIGHTS

AT&T – Southfield, MI 2007 – 2011

Sale Support Manager

• Provided ordering, billing, and service support to sales and external customers.

• Managed all work packages from receipt, to customer billing, to ensure completeness and accuracy, and followed-up on all workloads.

• Escalated, expedited, and monitored the order process flow.

• Handled escalation related to customer issues and concerns while providing updates to sales; Increased customer satisfaction by resolving issues immediately

• Coordinated post sales order activity with internal AT&T channels while ensuring accurate completion of network request, Customer Personal Equipment (CPE) orders, and customer contracts.

• Managed Mid-Market business accounts. Designed custom telecommunications packages for customers.

• Managed workflow to meet daily, weekly, and monthly deadlines.

• Provided direction and guidance to team members. Cross-trained team members audited their work and conducted team meetings to communicate team goals and objectives.

• Interacted with personnel to ensure accurate and timely transfer of necessary billing documents.

• Oversaw completion of reports and deadlines (i.e., WIP, Mo. Site Status Reports, Follow-Up Reports, etc.)

• Fostered and maintained positive client and team relations.

AT&T Manager – Telephone Account Manager 2004-2007

• Effectively managed the Midwest States inside sales.

• Maintained the Highest Sales among peers exceeded quota every month.

• Diffused and resolved 1st and 2nd level escalations, interfacing with both internal and external clients.

• Built credibility, establish rapport, and maintain communication with stakeholders at multiple levels, including those external to the organization.

• Maintained continuous alignment of program scope with strategic business objectives, and made recommendations to modify the program to enhance effectiveness toward the business result or strategic intent.

• Managed quality improvement initiatives for areas of responsibility and ensured compliance with

ISO indicators and other mandated standards.

EDS/General Motors 2000-2004

. Worked on Qualified domestic relations orders for retired General Motors employees.

. Assisted in explaining and advising on retirement benefits.

EDUCATION

Bachelor of Science, Criminal Justice/Concentration in Sociology, Oakland University, 1998

TECHNOLOGY - EXPERTISE

Microsoft Office, MS Project, Excel, Wafa, RDS, ECRM, Acis, Ason, Telegence, Greta,

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