Summary
Overview
Work History
Education
Skills
Timeline
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Lavonda Smith

Arlington,TX

Summary

Service-focused Client Success Manager bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to effectively address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Meticulous and well poised is what I attribute my strong work ethics to. Offerring 20+ years of experience in the telecom industry. Expert at providing relevant information and options to effectively resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability. Exemplary service and support skills and ready to take on new challenging roles.

  • Goal-oriented Client Success Manager adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving customers highly positive experiences as primary liaison and company representative. Ready to bring 20 years of experience and take on challenging new roles.

Overview

21
21
years of professional experience

Work History

Client Success Manager

Verizon
Irving, TX
08.2016 - 12.2018
  • Liason between Sales and Client partner.
  • Detailed customer service and support.
  • Communication strategies to client promoting self-service support options.
  • Resolved conflicts and negotiated agreements between sales and client via contract viewer in order to reach win-win solutions.
  • Healthy Client Index for contract renewals.
  • Weekly conference calls addressing invoicing, products, order SLA's issues.
  • Quarterly site visits – protecting company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction in a face to face setting.
  • Decreased credits 17% over a two-year period.
  • Supporting systems - VZB central, VECRM, PC control, ProQuest, Orderpro, OneView, Netcom, Ncap, Obus, Single view, and Contract Viewer.

Order Manger

Verizon
Richardson, TX
04.2014 - 07.2016
  • Supported Project Order Manager duties 2 years for by working in the following systems for order submission - Orderpro, ProQuest and UOTM for order submission.
  • Option 1 and Option 2 products - PIP, internet, Private Line, Hardwire, Tollfree, CPE only, frame relay, VOIP and manage service.
  • Hot cuts with customers, sales provisioning and Test and install (DTAC) for proper ordering follow through.
  • Order input accuracy
  • Ccontract agreement.
  • Expedites handled with priority
  • Company reputation and buiding loyal client base.
  • Accurracy and time sensative matter.
  • PC Proficient skill - Excel, Word and supporting systems.
  • Provided outstanding service to customers by managing SLA's.
  • Monitored multiple databases to support and analyze each clients inventory with a focus on new sales opportunities.
  • Effectively controlled all proprietary and confidential information.
  • Tracking progress to completion.

Order Entry

MCI/WorldCom/Verizon
Richardson, TX
04.1998 - 03.2014
  • Over 20 years experience.
  • Managed Services, Verification, and CPE (customer equipment).
  • Supporting systems - Netcom, Coms, Ncap, PC control,Obus, F&E, proquest, VECRM, UOTM, Orderpro, VDDS, install sheduler and EZ status.
  • Team Lead/Supervisor - team integrity and supported multiple reps with complex order entry concerns.
  • Tracking order progress - helped meet the SLA agreement by monitoring time stamps via SLA reporting.
  • Priority attention to upper management and director issues.
  • Coordinated efforts with both order mangers, provisioning, DTAC and TASC.
  • Recommended products and services to suit customer needs.
  • Support for offshore vendors as subject matter expert.
  • Coordinated daily, weekly and monthly goals as a team.
  • Maintained communication with upper management for possible escalated issues.
  • Liaison between offshore vendors and stateside support.
  • Netconference Conference meetings.

Education

Business Administration

Tarrant County College District

Skills

  • Customer service expertise ITL certified
  • Data/Order entry
  • Project implementation
  • Data research
  • Excel Spreadsheets
  • Conflict resolution
  • PC proficient
  • Account inquiries
  • Deadline-oriented/Time management
  • Training and development
  • Invoicing and billing
  • Ecommerce
  • Data Analytics
  • Client Relationships

Timeline

Client Success Manager

Verizon
08.2016 - 12.2018

Order Manger

Verizon
04.2014 - 07.2016

Order Entry

MCI/WorldCom/Verizon
04.1998 - 03.2014

Business Administration

Tarrant County College District

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Lavonda Smith