Leta Ward
Skiatook
Summary
Dynamic customer service and sales professional with a proven track record at AT&T, excelling in client relationship management and effective negotiation. Recognized for reducing customer churn and enhancing satisfaction through active listening and critical thinking. Adept at training sales teams to exceed performance goals, driving significant business growth. Strong leadership and coaching abilities. Proven track record of driving sales growth and enhancing team performance through effective training and mentorship. Focused on collaboration, adaptability, and achieving results. Skilled in communication, strategic planning, and customer relationship management. Known for reliability and flexibility in dynamic environments.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
American Electric Power, AEP
03.2023 - 09.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Business Sales Executive
AT&T
06.2018 - 10.2021
- Coordinated closely with internal departments such as engineering, field operations, and legal to ensure seamless execution of deals from start to finish.
- Reduced customer churn rate by proactively identifying potential issues and working collaboratively with clients to find mutually beneficial solutions.
- Negotiated contracts with customers to ensure competitive pricing and favorable terms.
- Expanded client base by attending industry events, networking, and generating leads through cold calling efforts.
- Analyzed regional markets to identify untapped potential for growth, leading targeted expansion initiatives.
- Maintained extensive product knowledge, enabling successful upselling of additional products or services when appropriate.
- Exceeded quarterly sales targets consistently, contributing to overall company growth and success.
Business Sales Coach
AT&T
10.2008 - 06.2018
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
- Encouraged the adoption of new sales techniques and technologies to help team members stay ahead in a competitive market.
- Organized engaging workshops to foster a collaborative learning environment and sharing of best practices among peers.
- Established clear expectations for performance standards while providing ongoing mentorship to help sales professionals exceed goals consistently.
- Implemented effective goal-setting processes for individuals and teams, driving accountability and commitment towards meeting targets.
- Improved customer satisfaction ratings through targeted coaching on active listening skills and empathetic responses to client concerns.
- Evaluated sales metrics, identifying areas for improvement and recommending actionable steps toward success.
Service Representative
AT&T
06.1999 - 10.2008
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Provided information about company products and services, and capitalized on upsell opportunities.
- Increased customer retention with exceptional interpersonal skills and proactive problem-solving abilities.
Education
High School Diploma -
Daniel Webster High School
Tulsa, OKAssociate of Arts - Legal Assistant Program
Tulsa Community College
Tulsa, OKSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Sales team training
- Goals and performance
- Client relationship management
- Effective negotiation
- Customer acquisition
Accomplishments
Two Time Diamond Club Honoree - achieved top 1% new business sales in market nationwide (end of year award)
Run through the Warehouse Honoree - Achieved top 7% new business sales in market nationwide (end of year award)
Vice President Honor Roll Award - Recognized for outstanding attendance and punctuality
Lang's Leaders Award - recognized for willingness of voluntary collaboration, and mentorship of new hire and peers
Timeline
Customer Service Representative
American Electric Power, AEP
03.2023 - 09.2024
Business Sales Executive
AT&T
06.2018 - 10.2021
Business Sales Coach
AT&T
10.2008 - 06.2018
Service Representative
AT&T
06.1999 - 10.2008
High School Diploma -
Daniel Webster High School
Associate of Arts - Legal Assistant Program
Tulsa Community College
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