career objective                              

results-driven video sales and marketing executive eager to contribute superior business development, strategic planning, and customer service skills toward supporting the employer in optimizing financial and operational performance

 

profile                                                

offer numerous years of progressive sales and marketing experience specializing in video services and the telecommunications industry, with additional expertise in:

ø  successfully increasing revenue and profits; demonstrated record of consistently meeting and exceeding goals

ø  managing customer service, human resources, staff development, and daily operations; create new process flows

ø  strategically planning and coordinating workflow and human resources for optimal coverage while containing labor costs

ø  facilitating client-focused, service-oriented environment vital to maximizing customer satisfaction and retention

ø  solid experience in targeting and managing diverse clientele/accounts; effectively identify and capitalize on opportunities to penetrate and develop markets

ø  dynamic communication, presentation, negotiation, and relationship management skills

 

professional experience                

at&t                                                                                                                                        1991 c present

area manager c call center operations, at&t video services inc., richardson, tx (11/04 c present)

area manager c access service centers (payphone & ipoc center), sbc, richardson, tx (5/03 c 10/04)

area manager c asc (training), southwestern bell telephone company, richardson, tx (9/00 c 5/03)

manager c rcmac, southwestern bell telephone, kansas city, mo (7/98 c 8/00) 

manager c customer service bureau, southwestern bell telephone, wichita, ks (12/97 c 7/98) 

manager c maintenance center, southwestern bell telephone, independence, mo (8/97 c 12/97)  

manager c human resources staffing, southwestern bell telephone, topeka, ks (8/95 c 8/97)

manager c operator services, southwestern bell telephone company, independence, mo (1/91 c 8/95)

• in recognition of superior performance, steadily progressed within company to attain position entrusted with oversight of all aspects of state-of-the-art smart moves satellite and video services division call center with an annual budget of $6 million, more than 30 market regions, 11 managers, and more than 100 staff members
• successfully steer operations to ensure outstanding service for existing customers while expanding client base and market share in constantly evolving video services industry; target and secure key multi-dwelling unit and commercial real estate property owners
• actively manage video services customer escalations, determine appropriate response to potential issues, coordinate with field services to address and resolve chronic repairs
• collaborate with service representatives, interdepartmental personnel, and external agencies to develop and implement promotional strategies and events
• compile and analyze complex data and key metrics; evaluate performance and create improvement plans
• perform extensive market research and monitor competitor activity; work closely with directv and dish network to establish accurate process flows and forecasts; anticipate growth and future needs
• effectively train and develop staff; schedule and supervise workflow; institute productivity and attendance enhancement programs; serve as subject matter expert for  labor/human resource issues including grievance proceedings

 

~ prior background information available ~

 

education                                           

central missouri state university, warrensburg, mo

longview community college, blue springs, mo

associate in arts c business, gpa 3.8