Maria Morales
Fontana,CA
Summary
Customer-focused professional with successful 17 year career in Telecommunications sector. Dynamic successful applying efficiency, dedication, positive mindset while multi-tasking in a busy business environment.
Overview
18
18
years of professional experience
Work History
Customer Success Manager
Webbing
12.2021 - Current
- Implemented best practices in realm of Customer Success Management, elevating company-wide standards.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Defined clear targets and objectives and communicated to other team members.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Onboard new customers by conducting portal training.
- Assist existing customers with successful deployment.
- Maintain healthy and positive working relationship within assigned accounts.
- Communicate customer needs to other departments and coordinate teamwork to meet customer needs.
- Review data usage trends within assigned accounts to identify potential growth areas and raise red flags if needed.
- Monitor end user level of satisfaction with our service to ensure long-term and sustainable business model.
- Help drive company revenue growth by improving account performance monthly and working to enhance opportunities in cooperation with sales manager.
Quality Assurance Manager
Firefly It Asset Recovery (Sprint Business)
05.2017 - 06.2021
- Handled all ordering and operational processes from quoting, generating contracts, equipment orders to service plan assignments, always keeping good management and organization skills.
- Created and updated monthly reports for tracking, analyzing, quality control and commission purposes.
- Handled large scale wireless project management and implementation phases.
- Assisted clients with rate plan analysis, billing questions, activations, technical support, account maintenance, usage and contract date reports as well as general issues.
- Kept Sales Representatives up to date with ongoing promotions and discounts to help them better perform in their field.
- Assisted Sales Representatives in submitting credits and concessions for unsatisfied or incorrectly billed customers.
Business Account Executive
S&P Systems (Sprint Business)
04.2011 - 03.2017
- Assisted more than 300 corporate and government accounts with their telecommunications needs and requirements.
- Managed diverse portfolio of accounts, skillfully balancing competing priorities to meet multiple deadlines and achieve targets.
- Maintained comprehensive knowledge of company's products and services to educate clients on their benefits, addressing any concerns or questions they might have.
- Process and handle orders successfully using FDT, RMS, Sales Force and all tools available.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Contributed to team objectives in fast-paced environment.
- Provided detailed reports to senior management on account performance, identifying areas for improvement and suggesting action plans to address challenges.
- Consulted with businesses to supply accurate product and service information.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Cultivated long-term relationships through focused effort on customer's unique needs and finding best solutions.
- Built relationships with customers and community to promote long term business growth.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Customer Service Manager
Pirate Staffing
08.2010 - 03.2011
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Took ownership of customer issues and followed problems through to resolution.
- Lead operation of recruiting and interviewing plan for each open position. while efficiently and effectively fill open positions. -
- Payroll processor.
- File Documents. - Quoted prospects based on Worker’s Comp. codes. -
- Follow safety and security procedures and unemployment policies.
- Managed and scheduled safety meetings.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
Customer Service Manager
GLJ Inc. (Sprint Business)
08.2006 - 07.2010
- Assist more than 200 corporate and government accounts with their wireless accounts.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
Skills
- Teamwork and Collaboration
- Data Analytics and Reporting
- Project Management
- Order Processing
- Quote generation
- Technology Solution (IoT &Telecommunications)
- Interpersonal Skill
- Customer Experience Management
- Business Development
- Microsoft Office
- Networking
- Quality Control
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Customer Success Manager
Webbing
12.2021 - Current
Quality Assurance Manager
Firefly It Asset Recovery (Sprint Business)
05.2017 - 06.2021
Business Account Executive
S&P Systems (Sprint Business)
04.2011 - 03.2017
Customer Service Manager
Pirate Staffing
08.2010 - 03.2011
Customer Service Manager
GLJ Inc. (Sprint Business)
08.2006 - 07.2010
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