Grace Clark Dreibus
Parker,CO
Summary
Accomplished and results-driven customer service leader committed to team success and organizational excellence. Known for articulate and persuasive communication skills, effectively engaging diverse audiences. Proven track record as a proactive problem-solver with keen attention to detail, demonstrating exceptional funnel management and accountability while consistently exceeding goals. A collaborative team player who adapts quickly to change and thrives in dynamic environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Sr Analyst-Business Wireline and Wireless
Verizon
Lone Tree, CO
01.2024 - Current
- Spearheaded the launch of the GEEP program, collaborating with internal and external partners to establish best practices and build a comprehensive ecosystem for Verizon, channel partners, and customers.
- Successfully manage client relationships and Sova Channel Partners and helped close sales including $1.2 million and $1.5 mill with Commerce Bancshares and AQR Management.
- Directed partner enablement initiatives, training Channel Partners on Verizon’s product portfolio and critical operational tools (B360, Proquest, SFDC, Get Support) to ensure rapid market readiness.
- Develop cadence with Partner team to gain feedback, align on forecast and mitigate risks. Frequently connect with support organizations such as Legal, OD, PCM, Specialist, Marketing and OM’s to fully connect the GE Expansion partners to Verizon
- Attend all organization calls, including but not limited to: staff meetings, forecast calls, internal customer calls, external customer calls, planning sessions, all hands calls, and quarterly results webcasts
- Key Accomplishments
- Lead the team in booking attainment for 2025 504% to plan. With quarter over quarter gains through the year. Q1-224% Q2- 405% Q3- 718% Q4-863% - 5.2M in bookings for the year accounted for 73% of all sales sold from my team into the principal segment.
Supervisor- Account Services
Verizon Enterprise
Lone Tree, CO
01.2022 - 01.2024
- Directly supervise a team of Enterprise Customer Success Managers in the Strategic Initiatives Organization.
- Guide the CSMs to peak operating efficiency and establish SOP over time to further optimize the segment.
- Develop and maintain strategic business relationships with enterprise accounts to promote Verizon’s Enterprise-level products and services.
- Protect and defend annual revenue, customer base and subscriptions of the team under management.
- De-escalate and coordinate complex, nuanced client scenarios involving multiple stakeholders and time sensitive action items.
- Utilize detailed knowledge of products and thorough knowledge of clients’ business to consult and provide solutions that will increase value and ROI for clients.
- Liaise with technical support, accounting and other areas of the business to ensure customer satisfaction.
- Create & maintain relationships at all levels across the client organization.
- Keep accurate, detailed records of all activity in CRM (Salesforce.com) via Gainsight plugin.
- Assist in establishing “Best Practices” in sales & success process for large/enterprise level accounts in the Public Sector/Government segment.
Sr. Analyst-Business Development
Verizon Enterprise
Lone Tree, CO
08.2020 - 01.2022
- Monitoring KPIs across several technologies and implementing action plans when needed.
- Serving as a point of contact for all service related matters to ensure customer satisfaction.
- Leading efforts to escalate across internal groups to resolve issues impacting customer service.
- Resolving business problems and escalated issues by working closely within and across teams.
- Supervising a client services team including planning work, mentoring and development.
- Ensuring team compliance with existing agreements, policies and reporting requirements.
- Key Accomplishments Peer Advisor for a 20 week- Program, train and assist in products, tools, and an understanding of the Verizon Network.
Wireline-Solutions Specialist
Verizon
Lone Tree, CO
05.2019 - 08.2020
- Collaborate with our Solutions Architect Design Team and client engineers and developers.
- Sale products and solutions as MPLS, Private IP, E-Line, ELAN, Managed WAN, SIP Trunk’s, PRI’s with current PBX, VoIP solutions, Fios Internet, 1 Gbps circuits to 10 Gbps, IPIA’s and IPT solutions.
- Adhere to KPI’s for 35 outbound calls a day, and remain available for the inbound calls.
- Educate and train to learn about the new products evolving in technology to provide the best solution for the client, and maintain knowledge on the latest Security Software, Cloud Services, and CPE.
- Build relationships with C-Level executives for small to medium businesses and across the nation and continue to manage the products life cycle for the customer including negotiating renewals and adding additional products for Voice, Data, or Security.
- Coin of Excellence Award for Quarter 1.
- Pilot Program for Wireless Lead Share Program receiving multiple leads on average of 5-7 per day, while maintaining my funnel.
- Ranked 5 out of 31 sales representative.
- $336.510 in bookings and 170% of goal YTD.
- VBM Culture Committee and focusing on our Mentorship Program.
NOC Install Engineering- Supervisor
Comcast Enterprise
Englewood, CO
06.2018 - 04.2019
- Measure KPI’s, coach and develop 26 engineers.
- Scorecard reviews and conduct 1x1’s, team meetings, and eNPS meetings.
- Interview potential candidates for Supervisors and for Engineer 2’s, and 3’s and assist with recruiting.
- Work directly with Project Managers, Project Coordinators, Field Service Operations, Sales/CSX, Executive Directors, and VP’s - by sharing reports and tracking installs to measure success and productivity.
- Calibrate daily to with new clients, including Fortune 500, Pizza Hut, KFC, Dunkin Donuts, Taco Bell, etc companies to manage their Network.
- Explaining the managed services with VOIP, Wi-Fi, routers and modems.
- Assisting engineers with questions with Primary and Secondary ISP’s, WAN’s, LAN’s, IP Sec Configuration, ATA’s, Broadband Cutover’s, IP Sec Tunnels, Broadsoft, VPN Tunnels, using the Cisco Meraki, Aruba, and Fortinet servers.
- Planning and implantation with the TTU –KFC Project for Field Tech’s and the install team.
- Partner with the design Engineers to Develop and Design Solutions for Multiple Clients including Destination Maternity, PotBelly, Hilton Hotels, IHOP, and Chic-Fil-A.
- This included design of the AP’s, Guest Wi-fi, and placement of Switches and any Server Rack.
- Training Completed: Successfully completed OCL Transform for Managers Leadership Class-January 2019.
Tier 3 Advance Repair (NASR)- Supervisor
Xfinity Residential
Greenwood Village, CO
11.2016 - 06.2018
- Assist with highly escalated technical issues while supporting calls and various inquiries with any Video (RDK-B, MOCA), telephone (VOIP), and internet issues (DOCSIS 3.1, XB6, Xi5, and Xi6).
- Train and support new-hire supervisors for all LOB’s- CDV, XH, DOJ- Tier 3.
- Net Promoter Scores (NPS) daily huddles, lead team in customer callbacks, conduct daily huddles, and increase eNPS scores by identifying any gaps and create action plans.
- Highly Effective meeting goal of 80% coaching and developing, and 20% admin work is the goal.
- Key Accomplishments: Develop a training Playbook for new supervisors to help with on-boarding.
- Supervisor of the month of March, recognized by multiple teams for eNPS Kudos and leading the NPS Callbacks.
- Increase QA Scores from 60% to 71% average, using SMART goals and the IDEA Model.
- Board member for the newly developed ERG Network for Disabilities and a member of the OUT ERG Network.
Outbound Retention- Supervisor
Comcast Business
Centennial, CO
01.2015 - 11.2016
- Lead team to proactively contact clients at various high propensity churn points in their life cycle (i.e. 3-6 months prior to contract expiration) to assure customer satisfaction and to re-contract and extend customer relationships.
- Five-9 Dialer Administration.
- Daily reports with CSV, FTP, and SQL.
- RTA, CMS, and Oracle Business Intelligence (OBI), knowledge to measure and monitor productivity.
- Daily use of Salesforce, Workbench, Remedy/TTS, and CSG for funnel management, ticketing audits, and order entry.
- Key Accomplishments: Implemented an Outbound Triad Recognition Program based on three metrics for Talk Time, Calls Place, and Renewals.
- This resulted in higher productivity from 3000 dials in Q1 2016 to over 18000 dials by Q4 2016.
- Earned 7 Triad awards since program launched 06/2015, amongst a team of 2 supervisors.
Inbound Retention Supervisor
Comcast
01.2014 - 01.2015
- Maintained service levels to remain above 94% to reduce dropped customer calls, assisted and trained L&D for Hospitality, and worked with the Marketing team for monthly promotions.
- Key Accomplishments: Increased Call Quality scores to over 1.5 from .30 since the start of Save Pro in April 2014.
- Six-time monthly Triad and quarterly Triad winner for the top-performing team amongst 6 Inbound Supervisors.
- First-place team for the March Madness Contest in Retention West Division, over teams in Central and Northeast Retention Divisions.
- The contest was a result of highest Renewals percentage for 165% and Save Rate percentage for 93%.
Retention Account Executive
Comcast
02.2011 - 01.2014
- Resolved customer accounts regarding disconnection, contract renewals and upselling timely promotional offerings.
- Resulted in Renewals of 150% per month.
- Demonstrating complex problem solving skills that minimize churn and increase customer satisfaction.
- Save Rate of 94% and AHT of 720 seconds.
Education
Masters of Business Administration -
University of Phoenix
Lone Tree, CO07-2013
Netskope Cloud Security Sales Associate Certificate - undefined
Netskope
03-2021
Bachelor of Science - Business
University of Colorado
Colorado Springs, CO12-2007
Skills
- Spanish/English Bilingual
- Accurate and Consistent
- Strategic Planner
- Analytical Skills
- Motivator
- Project Management
- Salesforce - CRM
- Net Promoter Score
- Business Acumen
- Cisco Meraki-Networking
- Network Engineering
- B2B
- Client management
- Client relationship management
- Data analysis
- Performance monitoring
Certification
Netskope Cloud Security Sales Associate Certificate, Netskope, 2021-03-01
Timeline
Sr Analyst-Business Wireline and Wireless
Verizon
01.2024 - Current
Supervisor- Account Services
Verizon Enterprise
01.2022 - 01.2024
Sr. Analyst-Business Development
Verizon Enterprise
08.2020 - 01.2022
Wireline-Solutions Specialist
Verizon
05.2019 - 08.2020
NOC Install Engineering- Supervisor
Comcast Enterprise
06.2018 - 04.2019
Tier 3 Advance Repair (NASR)- Supervisor
Xfinity Residential
11.2016 - 06.2018
Outbound Retention- Supervisor
Comcast Business
01.2015 - 11.2016
Inbound Retention Supervisor
Comcast
01.2014 - 01.2015
Retention Account Executive
Comcast
02.2011 - 01.2014
Netskope Cloud Security Sales Associate Certificate - undefined
Netskope
Bachelor of Science - Business
University of Colorado
Masters of Business Administration -
University of Phoenix
Employee Resource Groups
- OUT (LGBT)
- WICT (Women in Cable Telecommunications)
- Unidos (Latino Resource Group)
- YPN (Young Professional Network)