Diashana Anthony
Alpharetta,GA
Summary
Enthusiastic customer service professional with 25 years of experience working as a liaison between consumers and corporations. Skilled communicator and listener with a knack for remedying conflict, and keen organizational skills which allow for the effective delivery of outstanding service. Maintain the highest level of integrity; dedicated to providing reliable and friendly service without ever compromising the reputation or competencies of the organization.
Overview
25
25
years of professional experience
Work History
Customer Success Manager
Verizon Business Group
03.2022 - 08.2024
- Proficient interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges
- Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value
- Proficient understanding of Sales concepts and Software as a Service
- Manage the data workflow as it interacts within Salesforce
- Utilize Gainsight tool to directly communicate to internal/external customers, suppliers and affiliates
- Manage the relationship with a book of business of 300-600 accounts with a revenue of 1.47 million
- SAP functionality experience and process knowledge
- Excellent communication skills
- Leadership experience
- Ability to work in a high-energy environment
- Ambition, strong work ethic, and open to new ideas
- Be a self-starter with problem-solving skills
Account Manager – Public Sector and National Accounts
Verizon
12.2009 - 03.2022
- Implementing and product testing on contract offers
- Provide Quarter Business Reviews and Monthly Billing Reviews
- Identify and drive completion of contractual requirements such as plan options and system training
Business Analyst
Verizon
03.2005 - 12.2009
- Serve as project lead to processing team to ensure communication and understanding of migration project
- Responsible for the scheduling/ and reporting of daily and monthly productivity
Small to Medium Business Coordinator
Verizon
09.2004 - 03.2005
- Responsible for direct negotiation and day-to-day management of consolidated major accounts
- Support administrative responsibilities including processing price plan analysis, reworks, and spreadsheets
Credit Order and Operations Specialist
Verizon
04.1999 - 09.2004
- Assessed potential credit risk associated with consumer and commercial applicants
- Familiarization with all credit bureaus
- Provided credit decisions to numerous retail outlets, using Dymax East credit scoring system
Assistant Manager
Blockbuster Video
09.2001 - 09.2001
- Managed a staff of seven
- Resolved customer’s issues in a timely and empathetic manner
- Responsible for maintaining staffing levels and keeping pace with growth and escalation
- Developed, trained and coached employees, in reference to team and individual performance
- Assigned and monitored customer service goals and providing ongoing training to keep employees informed of new products
- Managed and resolved complex task, using time management skills
- Planned, coordinated and implemented training and development of customer service sales team
- In absence of store manager responsible for completing and processing work schedule and timesheets
Education
Associate in Applied Science -
Nassau Community College
01.1992
Skills
- Customer Success
- Account Management
- Sales
- Consulting Contract Evaluation
- Product Training
- Project Management
- Implementation
- POS
- Workday
- Salesforce
- Gainsight
- Cognos
Skillsets
- 20+ years of experience in Customer Success, Account Management/Sales, Consulting Contract Evaluation, Product Training and Project Management
- 20+ years of experience in Implementation
- 20+ years of experience in POS -point of sales experience
- 5+ years of experience in Workday
- 5+ years of experience in Salesforce
- 5+ years of experience in Gainsight
- 4+ years of experience in Cognos
Timeline
Customer Success Manager
Verizon Business Group
03.2022 - 08.2024
Account Manager – Public Sector and National Accounts
Verizon
12.2009 - 03.2022
Business Analyst
Verizon
03.2005 - 12.2009
Small to Medium Business Coordinator
Verizon
09.2004 - 03.2005
Assistant Manager
Blockbuster Video
09.2001 - 09.2001
Credit Order and Operations Specialist
Verizon
04.1999 - 09.2004
Associate in Applied Science -
Nassau Community College
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