Chris Gifford
Chattanooga,TN
Summary
With over 15 years of experience in the Mobility industry, I dedicated a decade to supporting the Delta Air Lines account with AT&T. In addition to daily account support, I actively participated in the RFP process and successfully implemented the contractually obligated terms agreed upon by AT&T. This included creating custom reports, conducting quarterly audits to ensure AT&T provided the correct negotiated discounts, and ensuring the customer met their spending and time commitments.
Overview
22
22
years of professional experience
Work History
Sr. Expert, Government Accounts
T-Mobile
09.2021 - Current
- Enhance customer loyalty and value by managing accounts effectively, offering relevant features and services, and collecting overdue balances. Resolves escalated issues promptly through email or phone, ensuring customer satisfaction.
- Tailor daily tasks and projects to meet individual customer needs, fostering growth and retention. Create templates, custom reports, and recurring billing reports for large customers.
- Communicate with all levels of government customers and cross-functional partners. Engage in cross-functional partnerships for in-depth problem-solving. Deliver and comply with customer care support needs as documented by contractual agreements.
- Submit contracts to the underwriting team as directed by sales partners, ensuring all necessary documentation and information are included for timely processing.
- Submit non-standard support requests for special pricing and customer-specific processes, collaborating with relevant departments to ensure accurate and prompt responses.
Warehouse Worker - Inbound
Amazon
06.2019 - 09.2021
- Operated various types of warehouse machinery safely, adhering to all relevant guidelines and protocols.
- Receive, inspect, and unload incoming shipments
- Unloaded and moved inventory to and from storage and production areas.
Business Care Manager
AT&T
08.2002 - 12.2017
- Act as project coordinator of customer projects that fall outside standard project management assignments by developing the project scope and a project charter that includes areas of focus, key deliverables, and a timeline.
- Act as the main point of contact for network issues, including moderating a technical bridge, providing scheduled updates to the customer and internal customers, and engaging any special groups needed to resolve the issue.
- Develop and manage Service Action Plans (SAP) to correct recurring or longstanding service/billing issues.
- Lead contract implementation planning to ensure accurate timeline projections for all elements of new contracts, renewals, and Requests for Proposals.
- Train customers on national program processes and applications, including customer ordering and service management portal.
Education
Bachelor of Science - Business Administration
Western Governors University
Salt Lake City, UT02.2025
Skills
- Microsoft Office (Word, Excel, PowerPoint)
- Six Sima Green Belt
- Teamwork and Collaboration
- Problem-Solving
- Critical Thinking
Timeline
Sr. Expert, Government Accounts
T-Mobile
09.2021 - Current
Warehouse Worker - Inbound
Amazon
06.2019 - 09.2021
Business Care Manager
AT&T
08.2002 - 12.2017
Bachelor of Science - Business Administration
Western Governors University
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