AMY MARQUETTE
CONCORD,NC
Summary
Exceptional communicator with outstanding collaboration and strategic planning skills. Adept at cultivating relationships with individuals and advocating for all types of needs. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
Work History
Outreach Worker
Rising Solution
02.2024 - Current
- Advocated for client needs and funding for at-risk groups.
- Participated in outreach events for greater Charlotte and surrounding counties.
- Represented organization at local county events by manning booths.
- Recorded, transcribed and maintained confidential client information into tracking system and database.
- Interviewed and educated 150-200 attendants
Account Manager
T-Mobile
09.2020 - 11.2023
- Acted as liaison between clients, internal departments, and external personnel to deliver exceptional service and support
- Managed and optimized customer lifecycle campaigns for 28,000 client base.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Developed and implemented creative strategies for customer communications to enhance retention and satisfaction.
- Conducted churn-reduction activities and customized service offerings to increase revenue
- Utilized Salesforce CRM to maintain client data and manage sales pipelines effectively.
- Identified key entry points to enhance market penetration and maximize returns.
- Liaised with marketing and sales teams to develop targeted campaigns.
- Kept detailed records of daily activities through online customer database.
- Recommended brand products to customers to encourage repeat purchases and foster customer loyalty.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Developed and maintained strong working relationships with professionals within assigned customer base.
- Met existing customers quarterly to review current services and expand sales opportunities.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Achieved or exceeded company-defined sales quotas. Sales year of 2022 achieved 200% of quota and awarded president club trip to Chicago.
Wireless Implementation Project Manager II (Promoted)
Sprint
03.2006 - 08.2020
- Coordinated training and informational sessions for large groups of 25 to 500, enhancing customer knowledge and satisfaction
- Provided expert troubleshooting support for Tier I and Customer Lifecycle issues
- Partnered with sales teams to deliver exceptional service to over 18,000 customer portfolios.
- Conducted detailed analysis of rate plans and created customized reports and presentations for customers quarterly.
- Developed strategic business relationships with key stakeholders to drive growth and customer retention.
- Ensured billing accuracy and resolved complex account issues through proactive account maintenance.
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
- Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
- Directed large-scale development and implementation of cellular and data solutions to meet business needs and build client loyalty.
- Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
Strategic Care Specialist
Sprint
01.2005 - 03.2006
- Designed and deployed service solutions to resolve account issues and increase customer retention
- Conducted root-cause analysis to identify and address underlying issues affecting customer satisfaction
- Navigated proprietary software, including customer portals and CRM systems, to manage customer interactions
- Managed multiple customer issues simultaneously in fast-paced environment, ensuring timely resolution.
- Monitored customer care goals and developed improvements.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Prepared reports for workload and performed quality assurance.
- Coordinated with various departments to resolve technical and operational issues.
Education
Bachelor of Science - Marriage & Family Studies
BYU, Idaho
Rexburg, ID12.2025
Skills
- Customer Lifecycle Management
- CRM Strategy and Implementation
- Customer Success and Retention
- Strategic Planning and Analysis
- Project Management and Coordination
- Relationship Development and Management
- Training and Development
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Teams)
- CRM Software (Salesforce)
- Software as a Solution (SaaS)
- Client Advocacy
- Community Events
- Exceptional communication
- Data Analysis and Data Collection
Timeline
Outreach Worker
Rising Solution
02.2024 - Current
Account Manager
T-Mobile
09.2020 - 11.2023
Wireless Implementation Project Manager II (Promoted)
Sprint
03.2006 - 08.2020
Strategic Care Specialist
Sprint
01.2005 - 03.2006
Bachelor of Science - Marriage & Family Studies
BYU, Idaho