Bernelle Gaddy
Matthews
Summary
Experienced account management and customer support professional with a strong background in client relationships, retention, escalations, sales support, and team coaching. Proven success managing customer accounts, resolving issues, and working across departments to improve service and drive results.
Overview
27
27
years of professional experience
Work History
Field Account Manager I
Windstream Corporation
Matthews, NC
- Current
- Manage day-to-day support for an assigned base of 500 customers.
- Resolve customer issues and escalations while coordinating with internal departments.
- Support sales tracking, reporting, and customer account activity.
- Assist with training, coaching, and problem resolution to improve team performance and customer experience.
Account Manager Team Lead, CLEC/ILEC
Windstream
05.2015 - 08.2019
- Managed existing customer accounts and identified upselling opportunities.
- Supported renewals, retention, and product changes based on customer needs.
- Worked with internal teams and technical support to resolve issues and maintain strong client relationships.
Quality Coach
03.2013 - 05.2015
- Evaluated 200+ customer interactions monthly and provided coaching feedback.
- Helped implement quality processes to improve customer experience and retention.
- Led calibration sessions and reviewed trends and performance with management.
Loyalty Team Lead
04.2012 - 03.2013
- Assisted representatives with escalated customer issues.
- Coached team members and reported daily performance metrics.
- Supported team motivation and quality improvement efforts.
Loyalty Specialist
11.2010 - 04.2012
- Handled high-volume customer calls and billing concerns.
- Improved retention through service reviews and customer negotiations.
- Identified sales opportunities with new and existing customers.
Customer Service Manager
Whispering Pines Sportswear
Pageland, SC
05.2004 - 10.2010
- Supervised a 5-6-person customer service team.
- Hired, trained, and coached staff to meet department goals.
- Managed workflow changes and handled escalated customer concerns.
Retention Specialist
Sprint PCS
Charlotte, NC
04.1999 - 08.2003
- Managed inbound retention calls and resolved customer concerns.
- Negotiated solutions to improve satisfaction and retain business.
Education
Central Piedmont Community College
Charlotte, NCSkills
- Account Management
- Customer Retention
- Client Support
- Escalation Resolution
- Sales Support
- Cross-Functional Coordination
- Coaching
- Reporting
Timeline
Account Manager Team Lead, CLEC/ILEC
Windstream
05.2015 - 08.2019
Quality Coach
03.2013 - 05.2015
Loyalty Team Lead
04.2012 - 03.2013
Loyalty Specialist
11.2010 - 04.2012
Customer Service Manager
Whispering Pines Sportswear
05.2004 - 10.2010
Retention Specialist
Sprint PCS
04.1999 - 08.2003
Field Account Manager I
Windstream Corporation
- Current
Central Piedmont Community College