Ginger Pettit
Major Account Development Manager
GLOVERSVILLE,New York
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational and account management skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
27
27
years of professional experience
3
3
years of post-secondary education
Work History
Major Account Development Manager
Windsream
Albany, NY
05.2021 - Current
- Set meetings and managed obligations to achieve established goals and commitments.
- Built mutually beneficial partnerships with industry and resale partners to enhance overall service and value to clients.
- Built senior executive relationships at target accounts and aligned solutions to business needs.
- Worked with channel and alliance partners on joint marketing and sales opportunities.
- Consulted customers leveraging knowledge of networking solutions, network routers and switches and data center management.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Managed accounts to retain existing relationships and grow share of business.
- Prepared sales presentations for clients showing success and credibility of products.
Major Customer Advocate
Windstream
Albany, NY
04.2016 - 05.2021
- Documented customer concerns and inquiry resolutions in internal computer system.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Listened to customers in actively to assess issues and provide accurate information.
- Generated detailed reports to track customer service metrics and overall customer satisfaction.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Collaborated with cross-functional teams to provide timely and accurate responses to customer inquiries.
- Developed and implemented strategies to improve customer service experience, resulting in increased satisfaction.
- Assisted customers with product selection and troubleshooting, providing accurate information and guidance to foster satisfaction.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Promoted available products and services to customers during service, account management, and order calls.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Regional Director of Account Development
Windstream
Albany, NY
12.2014 - 04.2016
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Assisted in recruiting, hiring and training of team members.
- Trained new employees on proper protocols and customer service standards.
- Handled problematic customers and clients to assist employees and maintain excellent customer service.
Direct Account Manager
Windstream
Albany, NY
06.2005 - 12.2014
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
- Educated clients on new products or services to increase customer engagement with brand.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Developed and implemented strategies to increase client retention.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
Customer Service Advisor & Trainer
Frontier/Citizens Communications
Johnstown/Middletown, NY
06.1996 - 06.2005
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Described product highlights and benefits to help guide purchasing decisions.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained and managed customer files and databases.
- Worked with field technicians on developing programming guides for programming customers phone systems
- Gathered all technical components for projects
- Trained all customers on their new products/phone systems
Education
High School Diploma -
Gloversville High School
Gloversville 09.1992 - 06.1995
No Degree - Business Administration And Management
Orange County Community College
Middletown, NY 05.2001 -
Skills
Sales contracts and agreements
Coaching and mentoring
Solution selling
Sales presentations
Account management
Strategic account development
Direct sales
Accomplishments
- Supervised team of 8-10 staff members.
- Over 100% of Quota for Sales, Conversion and Renewals
- 27 years of Telecom Experience
Windstream 5 time Chairman's Club Winner
High Accomplishment that requires meeting sales and renewal goals placing in the Top 10% of the company.
Timeline
Major Account Development Manager
Windsream
05.2021 - Current
Major Customer Advocate
Windstream
04.2016 - 05.2021
Regional Director of Account Development
Windstream
12.2014 - 04.2016
Direct Account Manager
Windstream
06.2005 - 12.2014
No Degree - Business Administration And Management
Orange County Community College
05.2001 -
Customer Service Advisor & Trainer
Frontier/Citizens Communications
06.1996 - 06.2005
High School Diploma -
Gloversville High School
09.1992 - 06.1995