Customer Marketing Manager

Carol R. Waller

**** *** *******, ***** ****, Ca 90620

Home: 714-***-****

Cell: 512-***-****

Email: *****.********@*****.***

Account Manager

Senior Client Service Manager with 15+ years of experience in leading technology “outside the box” technology services settings. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.

Respected planner and leader of customer-focused initiatives; enthusiastic commitment to customer / client support operations acting as a key driver in client goal attainment. Exemplary manager that ensures the execution of all strategic pre/post sales process management, retention management, service training, product quality and company operations policies.

Areas of Expertise

Customer Relationship Management

Client / Company/ Vendor Liaison

Collaborative Coordination

Strategic Planning Initiatives

Metrics, Customer Health Check

– Order Tracking & Invoicing

Complaint Handling & Resolution Customer Satisfaction Enhancement

Proposals and Presentations

Escalation Management

Client Retention / Churn Reduction

Sales & Margin Improvement

Project & Change Management

Cost-Reduction Strategies Teambuilding & Training

Front-End Supervision

Presentations – Tradeshows

Advancement Systems &

Cutting-Edge Technology

Marketing Collateral / Surveys

Event Planning

Professional Experience

Dairy Conveyor Corp. – Huntington Beach, CA

11/10 – Present

Temporary Position – Reporting directly to President and General Manager / Prepare sales proposals, assist with payroll, run P&L on all JOB and Work Order activity, audit records and ensure accuracy of information for billing.

Selected Contributions:

Improved P& L report statements linking all T&E, multi-vendor invoicing and sub-labor costs to new tracking reports. Created numerous HR forms and standardized HR files. Created online auto-calc Per Diem forms, JOB records and Vacation schedules. Introduced new process-flow guidelines for pre and post sale coordination, expense management, control reporting and customer billing.

Forest Lawn Cypress, CA

Sales / Advanced Planner Insurance – 4/09 – 11/10

Licensed Limited Life Insurance Agent - Sell preneed insurance policies. Provide in-depth personal needs analysis, prepare and conduct specialized presentations to Senior Living Communities, Senior Living Specialist and conduct in home consultations. Host tradeshows and provide expertise at various SL related events and seminars explaining CA state rules, terms, costs and any aspects of insurance policy needs.

Selected Contributions:

Achieved 2009 “Rising Star” award for exceeding sales goals first six months of hire.

Up for promotion to Sales Manager leading team of 12 seasoned Advanced Planner peers.

Act as team “go to” concerning new insurance software and resident facility presentations.

Assisted with introduction of new Sales promotions and team building programs.

Carol R. Waller con’t:

Tangoe Inc. Austin, TX

Sr. Service Delivery Manager - 4/07 to 1/08

Assigned companies flagship accounts managing Fortune 500 Company’s cellular spend, I/O procurement, bill and usage analysis, cellular vendor negotiations, vendor price management, software vendor bill transfer, milestone project management and overall retention measures through Tangoe’s TEM application.

Selected Contributions:

Project Managed conversion plan moving United Health Care wire line service inventory from competing carrier to Tangoe three months ahead of schedule.

Reduced cellular service billing at Pepsi by investigating non-business case use of cellular activity resulting in savings of over $750,000.00 per year.

Created several customized reports allowing other TEM customers to identify wasteful spending on cellular billing.

Trained other SDM and contributed to significant improvements in cost savings to clients.

Exemplified the second-to-none customer service delivery in all interactions with customers.

Voxpath Networks Austin, TX (Defunct)

Director Channel Sales - 11/06 to 1/07

Director Customer Operations - 3/04 to 11/06

Hired to create staff and direct all customer facing operations from sales support, provisioning, ordering, implementation, trouble reporting, training, billing and escalation management. With a small staff of 6 highly trained and skilled employees, grew small lighthouse start-up project that provided voice over IP telephone services to local businesses into a national service provider. Advanced to increasingly responsible positions, culminating in management role with oversight of E911 project, additional network carrier analysis, P&L, inventory and ROI cost controls. Promoted to Channel Sales Director after acting as interim Sales Manager led to several successful flagship accounts. Maintained high standards in customer satisfaction and complied with regulatory guidelines.

Selected Contributions:

Reduced customer churn from 10% to 3% annually.

Met or exceeded sales targets despite increased limited network and new VOIP competition.

Introduced training programs that enhanced employee performance and helped build a motivated workforce.

Created hardcopy and softcopy documentation of pre/post sale guidelines, vendor coordination processing, dispute resolution management.

Administered sales support, inside sales, customer service, field service, level one triage, service provisioning, customer and vendor bill verifications.

In channel sales role, maintained full responsibility for creating and managing regional marketing initiatives that boosted revenue levels by 50% within multiple VAR and direct client markets.

Texlink Communications San Antonio, TX

VP Business Development - 11/02 to 12/03

Director Customer Operations - 4/97 to 11/02

Initial member of CEO selected Telecom CLEC start-up team. Acting as right hand to CEO and VP Sales, assisted in closing ISP sales, marketing and customer facing issues such as sales orders, quotes, proposals and in-charge of all vendor carrier driven processes such as contract review and negotiations, network footprint and implementation of local circuits, switch to switch transport and E911 facilities, all resale LEC services ISDN, PRI, DS1, all OSS/BSS and CRM system content and entries. Staffed and oversaw the operations four department managers in the areas of Product Development, Network Provisioning, Customer Service and Line Cost Operations. Assigned initial lead company spokesperson explaining company history, focus and objectives at seminars, tradeshows and when hosting in-house carrier and ISP guests. Lead contributor and creator of several new and competitive Telecom service and product offerings enabling ISP to offer converged services accomplishment highlighted in San Antonio News article July 2003.

Selected Contributions:

Created reciprocal traffic trade with competitive carrier expanding company footprint from four regional access points to statewide and contiguous states resulting in 33% revenue growth over the previous year.

Created order entry and tracking database and developed product bill coding system linking sales orders to final bill resulting in simplify audits

Negotiated exchange agreement with local radio personality providing company advertisement time for free internet to local charity.

Maintained lowest employee churn mentoring three employees into management and other highly involved company positions in IT, Finance and Customer Service.

Created internal training programs enabling employee job growth as well as maintaining high level of motivation.

Self-Employed Telecommunications Consultant – August 1987 – April 1997

Independent Consultant to 35 + Long Distance, Operator Service and CLEC operating companies making recommendations on market growth, network expansions, carrier negotiations, internal operations including process management, bill management and ongoing sales strategies.

Education and Training

J F Kennedy GPA 3.4

California State Limited Life Insurance License

Training: Completed numerous courses and seminars in Management, Customer Service, Sales Strategies, Inventory Control, Time Management, Leadership & Team Building, Performance Assessment and Telecom Provisioning, PUC & Regulatory Development.

Skills: MS Office, CRM Programs Salesforce.com, Sugar, Act.

Hosted Systems, TEM (telecom Expense Management), and OSS/BSS.

References per Request

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