Marie A. Vassilatos

• Effectively won and acquired new contracts in Global Business-Large Enterprise/Mid-Market/SLED.
• Resident expert on UCaaS/CCaaS (collaboration tools, call management services, app integrations, IP hardware, onboarding, professional services).
• Effectively pitched solutions (Data network & UC/VoIP Design) resulting in securing new revenue.
• Trained and collaborated with AT&T solution providers, sales directors and sellers to acquire new business.
• Successfully conducted product sales demonstrations to C-level contacts, IT directors, employee staff (end-users) to gain buy-in.
• Improved customer onboarding and CSAT results by 30% using data-driven insights, customer training, and proactive outreach methods.
• Consistently exceeded KPIs and exceeded sales quotas by 50%-180%.

• Generated new sales for large-enterprise/global clients; Data (SD-WAN/MPLS/Broadband and Mobility networks, Co-Location Data Center, Cyber Security, IoT and UCaaS/VoIP solutions).
• Retained existing business (0% churn) and developed new sales revenue by effectively pitching solutions in collaboration with product SMEs and Solution Engineers.
• Effectively navigated through service-related customer interactions, executive/C-Level escalations, technical/onboarding delivery.
• Conducted sales meetings and quarterly business reviews for key client stakeholders (mid-management to C-level).
• Improved client NPS and CSAT scores QoQ/YoY by 20%.
• Identified as a high-level performer and participated in AVP-level mentorship programs.
• Exceeded sales quotas by 75%-125%.

• Developed and managed a national $2M+, in-store mystery shop program.
• Re-vamped and managed a CX analytics and survey program for the AT&T Mobility Retail channel that increased response rates for CSAT and NPS by 16%.
• Developed automated desktop workflows for contact center agents that effectively reduced call handle time by 8 minutes and improved customer satisfaction for top call reasons/drivers by 10% overall.
• Developed/launched a nation-wide IVR solution for corporate-owned retail stores which reduced non-sales related calls by 20% (500K calls) and increased handling of sales call volume by 25%.
• Designed a retail sales solution to reduce unnecessary repeat store visits by 15%.
• Managed a contact center employee development program resulting in improved KPIs overall.

• Launched national projects/trials that improved CSAT scores by 18% and increases sales in retail store locations by 15%.
• Simplified/unified documented policies and procedures that increased retail store associates' and call center representatives' procedural adherence rates by 25%.
• Collaborated with multiple business units and sales leaders (VP-GMs) to develop sales and CX initiatives.
• Delivered impactful project updates and presentations to senior-level executives gain their buy-in.
• Effectively built new partnerships and cross-collaborated with various business units (HR/Marketing/Sales Ops/IT) to develop effective CX programs and initiatives.
• Managed and coached several teams of quality assurance managers and customer experience analysts across multiple states that resulted in increased contact center agents' sales by 5% YoY and customer call satisfaction by 20%.

• Managed a team of 30 contact center service professionals ensuring that all KPI’s were met/exceeded
• Developed a new hire post-training program for business contact center agents and managers
• Collaborated with contact center team managers to develop and execute quality assurance focused programs.