Lissa Israel
Collierville,TN
Summary
Confident manager with a wealth of experience and a proven record of accomplishment in servicing clients through excellent interpersonal and managerial skills. Highly skilled in growing existing business and winning customer loyalty. Committed to growing bottom-line revenues while providing the highest levels of customer service. Strategic and performance-driven leader with keen presentation, negotiation, and communication skills. Consistently able to hit the ground running, producing exceptional results within a short period of time. Demonstrated employer loyalty; over 30 years of experience within Telecom/Communication Industry
Overview
36
36
years of professional experience
Work History
Director of Sales support
Platinum Telecom LLC
07.2017 - Current
- Accountable for the life cycle management including retention of assigned accounts from Fortune 100 to small business
- Managed / streamlined internal support group with requests from over 20 sales rep including product ordering, Sales and problem solving
- Collaborated with key Stakeholders.
Service Manager
SATURN WIRELESS SOLUTION PROVIDER
02.2017 - 07.2017
- Manage product related activities and coordinate daily projects for assigned and unassigned accounts
- Partner with AT&T account team to develop and maintain customer base to help increase sales.
Mobility service manager/Universal Service Manager
AT&T Mobility (Formerly Cingular)
01.2006 - 04.2015
- Partner with the Sales Branch resources as an extended member of the account team, to define and deliver enterprise wide post-sale Care services to meet the client's expectations in a manner that is cost-effective
- Customer advocate for all Care activities for a predetermined portfolio of select Business Customers
- Interface with the client's designated program administrator to provide national service solutions which meet customer needs in al core care competencies: billing and expense management, post-sale customer education on wireless service and equipment, as well as technical troubleshooting and problem solving
- Owns the timely resolution of the client's care needs including End-user Care, Business Services, Ordering, Accounts Receivable, Third party vendors
- Responsible for developing, coordinating and monitoring the deployment and success of service solutions, and will status the client and the Sales Branch based on shared expectations
- Occasionally participate in pre-sale activity, during the appropriate point in the sales cycle, at the request of the Sales Branch resource
- Provide monthly portfolio account review updates to Sales Branch resource and Business Care Leadership Team
- Grew business for Fortune 500 account from start up to a $6 Million account within first year implementing multiple solutions (Airwatch, Enhanced Push to Talk, Pledge)while maintaining superior client service
- Increased subscriber base for Fortune 500 account with Machine to Machine solutions to over 2000 including maintaining and training on systems
- Ensured the successful implementation of the enterprise-wide post sale care services
- Partnered with the Sales Leadership Team to roll out new online billing tools, reducing the need for paper bills
- Continually found effective new ways to control client costs by changing plans and service strategies to deliver personalized service
- Consistently earned high rankings in customer service surveys
- Completed Service Management and Network certification.
Business Sales Specialist / Government Solutions Group
AT&T Mobility (Formerly Cingular)
09.2001 - 01.2006
- Provide customer service and sales support for multiple-line accounts up to 100-200 accounts
- Consult in the sales, implementation and deployment of Voice and Data applications for companies ranging from Fortune 100 to small business
- Provide client training as requested.
Customer service Manager / Forced Manager
CINGULAR wIRELESS
01.1998 - 09.2001
- Responsible for resource management of all customer operations for Tennessee
- Involved in the development of use of Scheduling system (Total View) Call Centers still used today
- Made Policy recommendations related to staffing, scheduling and vacation (ones they still use today)
- Maintained and developed proper call routing for all departments
- Forecasted and analyzed current and historical call data and optimized staff usage
- Ensured accurate and timely staffing schedules for inbound and outbound associates
- Reviewed progress of customer operation associates as related to productivity objectives and developed programs to improve overall call center handling results
- Interviewed, hired, trained and evaluated performance of subordinate personnel
- Supervised schedule coordinators
- Reduced abandon rate from 30% to less than 6%
- Reduced turnaround time for request to gain consistency from more than 48 hours to less than 12 hours through the development of an email process
- Created intranet site for all individual and group statistics and all schedules statewide.
Assistant manager, Customer Service Level 1 & 2
Bellsouth Mobility
01.1993 - 01.1998
- Produced schedules for on-line associates, tracked daily call volume and agent accessibility
- Developed availability tracking for on-line associates
- Analyzed and maintained Memphis City accounts and trades agreement
- Reviewed progress of customer operation associates as related to productivity objectives and developed programs to improve overall call center handling results
- Interviewed, hired, trained and evaluated performance of subordinate personnel.
Office Manager
associated communication technologies
01.1992 - 01.1993
- Responsible for the maintainance of payroll/advances, expense accounts, check register and hotel consulting invoices and reports
- Maintained dialing Card Program and controlled all activations and inventory of all card in addition to customer services.
Manager / Trainer
Message corporaTion of america
01.1991 - 01.1992
- Supervised over 100 associates providing front line customer service
- Generated payroll and compiled daily call results
- Conducted training sessions in customer service operations
- Reviewed quality control for associates.
Administrative Assistant / Training
Applebee's Restaurant Bar and Grill
01.1989 - 01.1991
- Maintained personnel files, scheduling of employees, balancing cash and producing daily reports
- Certified Trainer – conducting orientation, training policies and systems
- Promoted to Corporate Trainer assigned to train and re-open facilities in Nashville.
Education
Shelby State Community College
06.1995
University of Memphis
06.1989
Immaculate Conception Cathedral High School
06.1987
Skills
- Excellent organizational and analytical skills
- Excellent written and oral communication skills
- Highly motivated to excel and succeed
- Strong leadership skills
- Process Streamlining
- Problem-solving aptitude
- Relationship Building
City
Collierville
State
TN
Street
2086 Standing Rock Ave.
Zip
38017
References
Upon request
Timeline
Director of Sales support
Platinum Telecom LLC
07.2017 - Current
Service Manager
SATURN WIRELESS SOLUTION PROVIDER
02.2017 - 07.2017
Mobility service manager/Universal Service Manager
AT&T Mobility (Formerly Cingular)
01.2006 - 04.2015
Business Sales Specialist / Government Solutions Group
AT&T Mobility (Formerly Cingular)
09.2001 - 01.2006
Customer service Manager / Forced Manager
CINGULAR wIRELESS
01.1998 - 09.2001
Assistant manager, Customer Service Level 1 & 2
Bellsouth Mobility
01.1993 - 01.1998
Office Manager
associated communication technologies
01.1992 - 01.1993
Manager / Trainer
Message corporaTion of america
01.1991 - 01.1992
Administrative Assistant / Training
Applebee's Restaurant Bar and Grill
01.1989 - 01.1991
Shelby State Community College
University of Memphis
Immaculate Conception Cathedral High School
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