Dorcas Askew
Portsmouth,VA
Summary
I have spent the last 28 years building my career in service management, particularly in telecommunications. Over the years, I've developed a strong reputation for my work ethic, communication skills, and strategic thinking. I thrive on developing partnerships and creating solutions that lead to customer satisfaction. Whether it's analyzing trends or solving complex issues, I'm always driven by the goal of making a positive impact and helping business grow. Now, I'm excited about the opportunity to bring my experience and passion to a new role and contribute to your team.
Overview
28
28
years of professional experience
Work History
Inside Account Manager
Platinum Telecom
05.2019 - 07.2024
- Streamlined the order processing system for faster turnaround times, resulting in increased client loyalty.
- Increased customer retention by conducting regular follow-ups and providing exceptional after-sales support.
Universal Service Executive
AT&T
01.2014 - 05.2019
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Developed strong relationships with clients, fostering loyalty and repeat business through exceptional service delivery.
- Coordinated effectively with other departments for seamless resolution of cross-functional concerns, enhancing overall customer experience.
- Increased customer retention by providing personalized service and attention to individual needs.
Mobility Service Manager
AT&T
11.1996 - 01.2014
- Resolved customer complaints in professional and timely manner.
- Analyzed service reports to identify areas of improvement.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Implemented strategies to increase customer service satisfaction ratings.
Education
No Degree - Business Management
Norfolk State University
Norfolk, VASkills
Strategic Thinking
Relationship Building
Account planning
Time management abilities
CRM proficiency
Teamwork and Collaboration
Adaptability
Multitasking Abilities
Accomplishments
- Achieved efficiency increase by 10%, implementing steps to expedite resolution of network trouble tickets.
- Increased efficiency by 30%, implementing a custom monthly invoice reporting template.
Timeline
Inside Account Manager
Platinum Telecom
05.2019 - 07.2024
Universal Service Executive
AT&T
01.2014 - 05.2019
Mobility Service Manager
AT&T
11.1996 - 01.2014
No Degree - Business Management
Norfolk State University
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