Heather Dunn
Dallas,GA
Summary
Dynamic professional with extensive experience in sales coordination, account management, and customer service across various sectors. Proven ability to manage operations, build client relationships, and drive revenue growth. Skilled in coordinating installations, resolving issues, and leading teams, with a focus on training and process improvement.
Overview
30
30
years of professional experience
Work History
PBX Operator
WellStar Paulding Hospital
05.2023 - Current
- Managed high-volume call operations, ensuring prompt and courteous communication
- Acted as a critical liaison between departments, physicians, and external providers
- Coordinated emergency notifications and monitored hospital alarms to ensure timely responses
- Trained new staff on PBX console operations and hospital protocols, ensuring operational excellence
- Consistently exceeded benchmarks for call response times and communication accuracy
Channel Account Manager
Avaya (Market Source)
03.2004 - 09.2005
- Directed business partner field sales efforts to achieve and exceed monthly and yearly quotas
- Designed and implemented sales strategies, training programs, and coaching initiatives
- Built and maintained strong relationships with channel partners to align with corporate sales goals
- Resolved partner conflicts and developed special pricing strategies to maximize revenue opportunities
- Achieved consistent quota attainment through effective collaboration and innovative solutions
Major Accounts Field Manager
BTI Telecommunications
06.2000 - 06.2003
- Managed a $700K+ major account base, ensuring retention and growth through strategic initiatives
- Supported sales teams with issue resolution, escalations, and account management expertise
- Strengthened communication between customers, service teams, and the central office to ensure seamless support
- Enhanced revenue by renewing term agreements and driving account uplift strategies
- Coordinated installations for Frame, Local, Internet, and Integrated circuits, ensuring seamless implementation
Service Coordinator
ITC DeltaCom
10.1999 - 06.2000
- Coordinated all phases of telecom service installations, including local, long-distance, and data services
- Partnered with sales teams to prepare and deliver dedicated circuit solutions
- Oversaw CPE installations, collaborating with customers, vendors, and internal teams
- Provided weekly performance reports for sales teams and leadership, aligning project progress
- Conducted follow-ups to troubleshoot and resolve customer issues post-installation
Install Sales Coordinator
The Home Depot
06.1995 - 10.1999
- Managed the installed sales program and budgets in a high-volume retail environment
- Trained specialists, pros, and department personnel on policies and procedures for installed sales
- Recruited and onboarded installers, ensuring high-quality service delivery
- Acted as a liaison between customers and installers to facilitate smooth installation processes
- Drove profitability by introducing and promoting new product lines
Education
Some College (No Degree) -
Mercer University
Macon, GASkills
- Client Account Management
- Customer Relationship Management (CRM)
- Team Development
- Cross-Functional Collaboration
- Conflict Resolution
- Telecommunications Services
- Installation Coordinator
- Proficient in Microsoft Office Suite
- Project coordination
Professional References
Available upon request.
Timeline
PBX Operator
WellStar Paulding Hospital
05.2023 - Current
Channel Account Manager
Avaya (Market Source)
03.2004 - 09.2005
Major Accounts Field Manager
BTI Telecommunications
06.2000 - 06.2003
Service Coordinator
ITC DeltaCom
10.1999 - 06.2000
Install Sales Coordinator
The Home Depot
06.1995 - 10.1999
Some College (No Degree) -
Mercer University
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