Marimawit Allen
Manassas,USA
Summary
Experienced Telecommunications Specialist and Client Service Helpdesk Tier II Agent dedicated to providing exceptional client experience and support. Skilled in managing and selling communication methods and devices, with a proven ability to assess client needs, establish rapport, and build trust. Adept at training new employees and ensuring a safe work environment by adhering to standards and policies. Committed to enhancing department and organizational success by taking ownership of new requests and actively seeking opportunities to add value. Recognized for reliability, adaptability, and a quick capacity to learn and apply new skills. Dedicated to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
23
23
years of professional experience
Work History
Client Support Administrator Tier II /Account Manager
NTT Data/ Asignet
09.2017 - Current
- Routing contact point, receiving, and handling requests from clients
- Respond to a broad range of service requests for support by providing information to fulfill requests or enable resolution
- Provide first-line investigation and diagnosis and promptly assist with unresolved issues as appropriate
- Assist with the development of standards, and applies these to tracking, monitoring, reporting, resolving, or escalating issues
- Contribute to the creation of support documentation
- Follow agreed procedures, identify, register and categorize incidents
- Gather information to enable incident resolution and promptly allocate incidents as appropriate
- Communicating in a professional manner, provide updates and ensure that clients are aware of the actions that are being taken on their behalf
- Maintains records and advises relevant persons of action
- Assist with training new employees
- Created user accounts and assigned permissions.
- Developed strong relationships with clients, fostering a positive atmosphere and ensuring loyalty.
- Enhanced client satisfaction by promptly addressing concerns and providing comprehensive support.
Mobility Ordering Coordinator
NTT Data
03.2014 - 09.2017
- Responsible for being the liaison between NTT Data’s clients and vendors
- Go to person for the team to help resolve or answer questions
- Help resolve HD Tickets for the mobility team
- Submit orders to the appropriate wireless vendor that are received in the order fulfillment portal within a 4-hour SLA (Service Level Agreement)
- Update assigned mobility orders in the order fulfillment portal on a regular basis until completion of order or ticket
- Recognize, document and alert management team of potential ordering issues i.e
- Carrier portal being down
- Alert management team when tickets are incomplete or are missing plans, features, accessories, etc
- On orders
- Identify any IT related issues and communicate them effectively in a help desk tickets
- Work closely with mobility vendor and assigned account liaisons to ensure orders are fulfilled appropriately
- Prioritized urgent orders based on customer needs while balancing overall workload for optimal efficiency within the team.
- Handle calls and emails for an existing mobility client who is inquiring about ordering status and/or who needs assistance with mobility ordering
- Proactively meet on a weekly basis with ordering team and management for Q and A sessions on productivity
Senior Sales/Small & Med. Business Account Manager
Verizon Wireless
09.2008 - 12.2012
- Trained Employee's in new and current promotions
- In charge of employee’s performance evaluations
- Solved Customers complaints
- Worked on 20-25 small/Med business accounts while obtaining new accounts
- Providing information about our wireless phone and internet services
- Monitoring the competition
- Recommending changes in products and services to existing customers
- Maintaining professional and technological knowledge of cutting edge technology
- Compute sales prices, total purchases and receive and process payments
- Implemented effective communication methods with clients, resulting in stronger relationships and improved retention rates.
Manager
Sprint
05.2005 - 09.2008
- Track customer calls in a computer database
- Interviewed and hired potential employee as well as trained them
- Trained Employee's in new and current promotions
- Maintain integrity of store operating procedures to include; opening, closing, inventory, point of sale paperwork/record keeping, cash management, maintaining store standards/appearance in merchandising, backroom, restrooms and work area
- Created Schedule's and Manage Employee’s
- Implemented other marketing efforts to solicit new business, including but not limited to outbound calling, community involvement, outreach programs, and promoting the brand inside and outside the retail store location
- Exceed quota every month
- Implemented a sales-tracking spreadsheet to replace a manual form writing process to increase efficiency
- Developed innovative and effective marketing programs; exceeded store sales quotas
- Created a team spirit within the stores that resulted in increased sales, long-term employees, and customer satisfaction
- Received several 'Sales Manager of the Month' Awards
- Sold equipment and service plans as well
Sales Associate
Sprint PCS Wireless
11.2003 - 05.2005
- Excellent customer service
- Sold Wireless Devices and Phones
- Maintain integrity of store operating procedures to include; opening, closing, inventory, point of sale paperwork/record keeping, cash management, maintaining store standards/appearance in merchandising, backroom, restrooms and work area
- Resolved customer transactions
- Exceed quota every month
Administrative Assistant
Sodexho
10.2001 - 11.2003
- Provided liaison support and coordinated meeting arrangements
- Travel logistics
- Answered phones and provided quality customer service and information pertaining to inquiries
- Handled billing and purchasing
- Developed, prepared and maintained mailing databases
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail as well as entered data and completed other clerical tasks.
Education
High School -
Hayfield Secondary High School
Alexandria, VA06.2000
Skills
- Oral and Written communication
- Deadline management
- Business client relationship management
- Issue resolution
- Sales
- Business accounts support
- Microsoft Office
- PowerPoint
- Able to quickly grasp new concepts
- Problem solving
- Client/Customer experience and Service
- Empathy and patience
- Client Relationship Building
- Complaint Handling
- Complex Problem-Solving
- Staff Training and Development
- Teamwork and Collaboration
Skillsandsoftwareexpertise
- Possess excellent oral and written communication skills as well as the ability to meet deadlines.
- Highly trained in business client relationship management.
- Acquired experience in customer service and business needs through multiple projects.
- Skilled in working closely with clients to identify needs and helping to resolve issues.
- Experienced in sales and working on sales projects.
- Several years of experience providing business administration and business accounts support.
- Proficient with Microsoft Office, Word processing. (Word Perfect and Word for Windows); Spreadsheet , Database and PowerPoint.
- Able to learn new software quickly and proficiently.
- Able to problem solve and provide excellent client/customer experience/service.
Timeline
Client Support Administrator Tier II /Account Manager
NTT Data/ Asignet
09.2017 - Current
Mobility Ordering Coordinator
NTT Data
03.2014 - 09.2017
Senior Sales/Small & Med. Business Account Manager
Verizon Wireless
09.2008 - 12.2012
Manager
Sprint
05.2005 - 09.2008
Sales Associate
Sprint PCS Wireless
11.2003 - 05.2005
Administrative Assistant
Sodexho
10.2001 - 11.2003
High School -
Hayfield Secondary High School
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