Marcella Herrera
Prunedale,CA
Summary
Goal-oriented manager with distinguished experience in communications technology and service industries. Proven leadership abilities and excellent interpersonal skills. Expert in improving customer relations, workplace relations and over all team culture. Years of experience in fast paced, numbers driven work environment.
Overview
17
17
years of professional experience
Work History
Business Account Manager
Verizon
Monterey, CA, Salinas, CA
11.2019 - Current
- Exceeding sales metrics by incorporating professional sales tools and proposing technology solutions tailored to clients
- Increased client satisfaction by effectively addressing and resolving account-related issues.
- Managed a diverse portfolio of accounts, ensuring timely delivery of services and maintaining high levels of customer satisfaction.
- Facilitated regular client meetings to review progress updates and address any concerns or inquiries proactively.
- Generated leads through targeted outreach efforts, expanding the company''s client base organically.
- Implemented effective communication methods with clients, resulting in stronger relationships and improved retention rates.
- Utilize office programs like Google suite, docs, sheets, microsoft office, powerpoint, excel, and salesforce CRM software
- Partnered with retail teams and their leaders to provide product training, sales support and encouragement
Solutions Manager
Verizon
Watsonville, CA
09.2015 - 11.2019
- Increased retail sales revenue by developing and implementing effective sales strategies.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
Solutions Specialist
Verizon
Dublin, CA
01.2007 - 09.2015
- Maintained strong relationships with customers by delivering exceptional service and ongoing support as needed.
- Conducted troubleshooting and diagnostic procedures on customer devices.
- Installed operating systems, set up emails and updated programs.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Exceeded sales targets by consistently meeting and surpassing monthly quotas.
- Demonstrated product features, answered questions and persuasively overcame objections.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Collaborated closely with fellow associates on joint projects or tasks to provide seamless service experiences for clientele.
Education
Bachelor of Arts - Communication Studies
California State University - Fullerton
Fullerton, CA06.2009
Skills
- Verbal and written communication
- Data-driven decision-making
- Product and service knowledge
- Relationship Management
- Interpersonal communication
- Office application software utilization
Languages
Spanish
Professional Working
Timeline
Business Account Manager
Verizon
11.2019 - Current
Solutions Manager
Verizon
09.2015 - 11.2019
Solutions Specialist
Verizon
01.2007 - 09.2015
Bachelor of Arts - Communication Studies
California State University - Fullerton