Bethany Gray
Trussville,AL
Summary
Knowledgeable Telecommunications professional with 20 years of experience in the industry. Proven history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
20
20
years of professional experience
Work History
Client Solutions Executive
AT&T National Business Markets, AT&T Telecommunications, NBM Gulf States
Birmingham , AL.
2010.03 - 2019.12
- Manage 119 Business accounts in Louisiana and Alabama market
- Provide excellent relationship with total customer base
- Achieved over 100% monthly objective.
- Used consultative sales approach to understand and meet customer needs.
- Serviced existing accounts on regular basis to maximize revenue.
- Exceeded established sales goals and increased client retention.
- Developed and utilized reports using MS Office and Excel spreadsheets to assist leadership with key decisions and outperformance of operational targets.
- Conferred with existing and potential customers to assess requirements and propose optimal solutions.
- Used CRM software to record customer interactions and track general sales activities for review and follow-up.
- Built professional sales presentations to promote services to groups of potential customers.
- Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
Manager Customer Service
AT&T SOUTHEAST VICOE, AT&T Telecommunications, Indirect Center of Excellence
Birmingham , AL.
2005.12 - 2010.03
- Manage team of customer service associates who are responsible for working with outside vendors and inputting service orders
- Act as relieving area manager to ensure daily activities of center are performed
- Provide communications and scorecard measurements to all team members
- Responsible for team that is vital in driving results through accurate and efficient productivity of service order issuance
- Trained company products and procedures to new hires
- Motivate team members by conducting daily meetings to discuss productivity and efficiency
- Incredible Winner in 2007.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Consistently managed 18-person staff, effectively resolving issues, which resulted in top ranking out of 10 teams.
Sales Associate
Business Call Center, BellSouth Telecommunications
Birmingham , AL.
2002.10 - 2005.12
- Took inbound universal calls from small business customers
- Responsible for negotiating customized packages for each business customer
- Maintained excellent customer service while exceeding monthly quotas
- Held team meetings to discuss sales techniques with members on team
- Opportunity to mentor others to achieve sales results
- Diffused irate customers and maintained customer satisfaction
- Pinnacle winner entire time by exceeding 100% objective
- Solved customer challenges by offering relevant products and services
- Educated associates on market trends and stayed up to date on forecasts
Customer Service Assistant
BellSouth Telecommunications
Birmingham , AL.
2000.01 - 2002.10
- Received inbound residential repair calls
- Diffused irate customers whose services had been interrupted
- Peer-Coached to assist associates with supervisor requests and/or questions
- Trained new hires on products, procedures, and systems
- Managed 50+ incoming calls each day with utmost professionalism and knowledgeable service
- Offered basic technical support for clients on wide range of company products
Education
Jefferson State Community College
Birmingham, AL1998
Skills
- Interpersonal Communication Skills
- Inventory Management
- Mobilization Management
- Account Management
- Intercompany Reconciliations
- Customer Relationships
- Self-motivated professional
- Flexible and Adaptable
Timeline
Client Solutions Executive
AT&T National Business Markets, AT&T Telecommunications, NBM Gulf States
2010.03 - 2019.12
Manager Customer Service
AT&T SOUTHEAST VICOE, AT&T Telecommunications, Indirect Center of Excellence
2005.12 - 2010.03
Sales Associate
Business Call Center, BellSouth Telecommunications
2002.10 - 2005.12
Customer Service Assistant
BellSouth Telecommunications
2000.01 - 2002.10
Jefferson State Community College
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