Kristen Kassman
Sayville,NY
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
23
23
years of professional experience
Work History
Manager Operational Readiness
Altice USA
04.2022 - 04.2024
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Defined clear targets and objectives and communicated to other team members.
Senior Customer Success Manager
Windstream
08.2019 - 04.2022
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Managed escalations effectively, resolving complex issues and preventing future occurrences.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
Business Sales Coordinator
Verizon Wireless Direct B2B Sales
01.2011 - 04.2019
- Streamlined sales processes for improved efficiency and customer satisfaction.
- Spearheaded cross-functional initiatives aimed at improving internal operations as well as external-facing interactions with customers.
- Implemented innovative strategies for prospecting new clients, contributing to overall business expansion efforts.
- Oversaw the CRM system maintenance to improve data accuracy and information accessibility for better decision-making purposes.
- Organized and coordinated successful sales events, enhancing brand awareness within the industry.
- Efficiently managed timelines for multiple concurrent projects, ensuring timely delivery while maintaining high-quality standards.
- Provided exceptional customer service by addressing inquiries and resolving concerns promptly, ensuring client retention and loyalty.
- Monitored competitor activities to stay informed on market trends and adjust sales strategies accordingly.
- Increased sales revenue by developing and maintaining relationships with key business clients.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Government Account Manager
Verizon Wireless Corporation
01.2010 - 01.2011
- Provided exceptional customer service for government clients, ensuring timely response to inquiries and concerns.
- Supported senior leadership in developing strategic plans aimed at increasing market share within the public sector.
- Coordinated sales efforts with other departments to maximize efficiency and effectiveness in pursuing new business opportunities within the public sector.
- Implemented innovative marketing strategies targeting specific government sectors, resulting in increased brand awareness among potential clients.
- Monitored contract compliance, addressing any issues promptly and maintaining positive relationships with clients.
- Utilized CRM tools effectively to track account progress and maintain accurate records of client interactions.
- Set and achieved company defined sales goals.
Sales Operations Coordinator
Verizon Wireless Corporation
03.2005 - 01.2010
- Facilitated seamless integration of new sales team members by providing thorough onboarding support.
- Strengthened relationships with key clients by providing exceptional support during the entire sales cycle.
- Coordinated trade show participation, maximizing brand exposure at industry events.
- Developed comprehensive sales reports to guide decision-making and drive revenue growth.
Retail Sales Associate/Customer Care Representative
Verizon Wireless Corporation Retail
06.2001 - 03.2005
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
Education
Associate of Applied Science - Fashion Merchandising
Cazenovia College
Cazenovia, NYSkills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Strategic Planning
- Project Management
- Policy Implementation
- Expectation setting
- Teamwork and Collaboration
- Customer Service
Accomplishments
- Resolved product issue through consumer testing.
- Successfully Completed 5 Week Intensive Training for Customer Excellence, Verizon Wireless
- Leadership Training
Timeline
Manager Operational Readiness
Altice USA
04.2022 - 04.2024
Senior Customer Success Manager
Windstream
08.2019 - 04.2022
Business Sales Coordinator
Verizon Wireless Direct B2B Sales
01.2011 - 04.2019
Government Account Manager
Verizon Wireless Corporation
01.2010 - 01.2011
Sales Operations Coordinator
Verizon Wireless Corporation
03.2005 - 01.2010
Retail Sales Associate/Customer Care Representative
Verizon Wireless Corporation Retail
06.2001 - 03.2005
Associate of Applied Science - Fashion Merchandising
Cazenovia College
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