Summary
Overview
Work History
Skills
Timeline
ProjectManager

Gina Correa

Hayward,CA

Summary

An experienced professional specializing in account and customer relationship management, adept at developing and preserving long-term customer relationships to enhance sales and increase brand awareness.

Overview

18
18
years of professional experience

Work History

Project Manager

Sixteen5Hundred
10.2021 - Current
  • Responsible for overseeing all facets of customer service and project management within the contractor/distributor division, both prior to and following the placement of orders.
  • Efficiently handle several projects at once by arranging tasks based on their urgency, the availability of resources, and how well they align with the company's objectives.
  • Process orders promptly, evaluating the need for additional information before submitting the order to the manufacturer. Ensure that the information entered is precise and conforms to the customer's specifications and submissions.
  • Process, RGA's, warranty claims, credit claims, back charge, and debit claims.
  • Oversee high-performing accounts with project values reaching up to one million dollars.
  • Handle up to 100 daily customer inquiries related to project orders.
  • Collaborate with internal departments and management to address issues and correct errors made by the company or customers, ensuring benefits for all stakeholders.
  • Build and maintain strong relationships with customers ensuring courteous and professional conduct when addressing issues with dissatisfied clients.
  • Participate in regular product training sessions conducted by manufacturers, both online and in-person.
  • Visit with clients at their offices or at job site at least once per quarter.

Implementation Project Manager

Sprint Corp.
07.2019 - 08.2021
  • .Responsible for project managing onboarding (SMB) customer experience beginning from pre-contract discovery with Sales, through final invoice review; following with seamless handoff to Lifecycle Management/ Care support model
  • Help customer enroll and train customer POC(s) on all available self-serve or specialized billing tools required to meet their needs
  • During deployment stage ensure all devices are working and configured properly and according to customer specifications, ensuring all questions and concerns are fully addressed
  • Attend Weekly Sales Meetings and initiate One on One calls to discuss any opportunities, Care Engagements or Accounts with Sales Reps
  • Escalation Management – timely problem analysis, engagement of appropriate teams/management and customer/sales communication.
  • Attend weekly NAM calls to discuss state of business, escalations, process improvements and growth plans
  • Work closely with assigned BAS representative to assist with any day to day account maintenance and or escalations
  • Partner and established strong report with TEM provider Sakon to provide best customer experience in regards to order processing, rate plan optimization, reporting and billing needs
  • Met bi-weekly with assigned National account, Kaiser Permanente POC to review operational and support needs such as Inventory updates, reporting, and specialized billing needs

National Retail Account Executive

Sprint Corp.
08.2016 - 07.2019
  • Responsible for achieving sales quota targets by positioning of product, pricing, promotions, and merchandising placement to increase Sprint's share of decision in assigned National Retailer stores
  • Build strong relationships with National Retailer store management and sales associates understanding and aligning on goals, objectives and plans by Retailer
  • Provide regular training, education, merchandising and side-by-side coaching of Sprint's portfolio
  • Motivates retailer staff to sell Sprint's products and services in highly competitive environment, acting as primary contact between Sprint and national retailers (NRs)
  • Identify, manage, and resolve NR and customer issues, track store performance, and provide any necessary administrative support
  • Clearly communicate all changes in product, pricing, promotions, placement and procedures in timely manner
  • Maintained effective relationship with NR staff to ensure quota attainment goal is met. Increased monthly revenue for retailers
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas
  • Used consultative sales approach to understand and meet customer needs

Project/Program Manager

Sprint Corp.
07.2012 - 01.2016
  • Trained, coached and advised Indirect Dealers and Indirect Account Managers to ensure smooth adoption of inventory related processes
  • Managed Indirect Inventory inbox, responded to inquiries and resolved escalations that Indirect Dealers and field account managers sent in
  • Developed and rolled out new policies for indirect channels to improve equipment return process and shipment dependencies
  • Managed manual returns for Indirect Dealer Channel, for out of process devices that were beyond Sprint's return policy for various reasons as well as Over Short and Damaged shipment escalations
  • Partnered successfully with indirect fulfillment vendor Brightstar to support Dealers with their order and return of equipment
  • Provided all device specifications, pricing, and JPEG files for upcoming launches, acted as liaison for inventory related issues between Indirect Dealers and Brightstar
  • Monitored and communicated status of inventory availability, for example device pre order for upcoming launches, device constraints, device price protections for SRP decreases
  • Worked directly with Wireless Advocates servicing over 200 plus Costco Warehouses to achieve optimal inventory levels
  • This included weekly forecast meetings with client, specialized SKU device setup process, unique labeling and kitting before shipping product to Wireless Advocates

Consumer Care Specialist

Sprint Corp.
01.2010 - 05.2011
  • Managed customer call effectively and efficiently in complex, fast-paced and challenging call center environment
  • Mastery of customer service management systems and databases
  • Provided rate plan assistance such as bill review, rate plan education, rate plan suggestions based on customer usage and needs and set up payment arrangements Accurately documented, researched and resolved customer service issues
  • Defused volatile customer situations calmly and courteously Resolved service, pricing and technical problems for customers by asking clear and specific questions

Business Analyst

Centurylink Inc
04.2006 - 11.2009
  • Member of Customer Equipment Team under product development organization.
  • Assisted team in successfully launching over 23 MVNO wireless devices.
  • Wrote and expedited purchase orders for wireless devices and accessories.
  • Forecasted and tracked purchasing trends as well as return trends.
  • Compiled weekly reports for senior executives, summarizing activations, returns, and current inventory levels.
  • Maintained vendor partnerships with handset repair vendor, Touchstone and device fulfillment vendor.
  • Coordinated between appropriate departments and field to resolve handset related issues.
  • Maintained living documents such as Go- to- Market device briefs, Handset Road maps, Handset Matrix's, and forecasting tools.

Skills

  • Specialist in Internal and External Customer Relations
  • Skilled in Microsoft Excel, Power Point and Word
  • Sales and sales support background
  • Positive and upbeat attitude
  • Dependable
  • Flexible and Adaptable
  • Project development and life cycle
  • Process improvement
  • National account management work history
  • Event execution

Timeline

Project Manager

Sixteen5Hundred
10.2021 - Current

Implementation Project Manager

Sprint Corp.
07.2019 - 08.2021

National Retail Account Executive

Sprint Corp.
08.2016 - 07.2019

Project/Program Manager

Sprint Corp.
07.2012 - 01.2016

Consumer Care Specialist

Sprint Corp.
01.2010 - 05.2011

Business Analyst

Centurylink Inc
04.2006 - 11.2009

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Gina Correa