Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Software
Timeline
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Celestina Stone

San Gabriel,California

Summary

  • Excels in identifying customer needs and utilizing inbound and outbound retention strategies.
  • Professional demeanor with sound knowledge of sales retention.
  • Uses problem resolution and de-escalation techniques effectively.
  • Self-directed and detail-oriented team player with strong organizational skills.
  • Ability to handle multiple projects simultaneously with a high degree of accuracy.
  • Goal-oriented with distinguished experience in communication industries and proven leadership abilities.
  • Expert in increasing productivity and customer satisfaction while driving revenue and sales.
  • Ability to learn new skills, concepts and techniques with quickness and ease.
  • Efficiently identifies and resolves complex issues.
  • Technologically adept.

Overview

26
26
years of professional experience
3
3
years of post-secondary education

Work History

Account Retention Manager

AT&T
Van Nuys, CA
07.1999 - Current
  • Adhered to appropriate legal scripting when required.
  • Cultivated and secured new customer relationships.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
  • Developed new strategies for customer retention activities.
  • Delivered recommendations to long-term accounts to promote brand awareness to key audience.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Built relationships with customers and community to establish long-term business growth.
  • Exceeded sales quotas and increased profitability through effective sales strategy and planning.

Teller Associate

Citibank
Montrose, CA
01.1997 - 10.1998
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Trained new hires on customer service policies and procedures.
  • Referred customers to other banking departments for specialized services.
  • Maintained friendly and professional customer interactions.
  • Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
  • Performed account maintenance by closing out accounts and changing customer addresses.
  • Executed wire transfers, stop payments and account transfers.
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Maintained accurate records of customer transactions in line with bank procedures.

Education

Bachelor of Science - Organizational Leadership

University of La Verne
La Verne, CA
08.2015 - 01.2019

Skills

    Understanding of sales retention

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Accomplishments

  • Elected by management to demonstrate personal skills and proficiency in new products, systems and sales techniques to Regional and National Marketing Teams and Affiliate Divisions of AT&T.
  • Recognized for frequent client accolades
  • Earned awards and incentives for Quarterly Sales, year over year

Affiliations

  • Communication Workers of America (CWA) Union
  • University of La Verne Alumni Association

Software

MS Office Suite

SalesForce CRM Clarify - Fiber Clients

SalesForce Customer Connect 360

Opus Order Management - Wireless, Fiber and DirectTV Clients

CCTP - Billing Management - Telephone Clients

EASE, RNS ASON, CCS - Order Management - Local Telephone Clients

BOSS - Billing Management - Regional Telephone Clients

SORD - Ordering/Account Adjustment Programming

Exchange Plus - Service Area Database

CCKM - Product, Policy & Legal Database

Timeline

Bachelor of Science - Organizational Leadership

University of La Verne
08.2015 - 01.2019

Account Retention Manager

AT&T
07.1999 - Current

Teller Associate

Citibank
01.1997 - 10.1998

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Celestina Stone