Marsha Grinion
Atlanta,GA
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
13
13
years of professional experience
Work History
Senior Technical Account Manager
Avaya
06.2018 - Current
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Used analytical skills to track and report on account performance metrics, providing insights for future growth opportunities.
- Negotiated contracts that maximized revenue while maintaining strong client relationships.
Operations Manager
Goodyear Tire & Rubber
10.2015 - 06.2018
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Strategic Account Manager
Sutherland Global
05.2011 - 10.2015
- Served as the primary point of contact for all account-related matters, building trust with key decisionmakers.
- Managed a portfolio of key accounts, ensuring high levels of client satisfaction and retention.
- Developed customized strategies for each account, resulting in stronger partnerships and improved outcomes.
- Increased profitability and lifetime customer value by coordinating go-to-market strategy, implementation and post-sales service experience.
- Identified new business opportunities with existing clients, leading to increased revenue growth.
- Expanded the company''s presence within existing accounts through effective networking and relationship-building efforts.
Education
Bachelor of Science - Information Assurance And Cybersecurity
Georgia State University
Atlanta, GA12-2024
Associate of Science - Business Administration And Management
Georgia Highlands College
Marietta, GA05.2015
Skills
- Business process improvement
- Training and mentoring
- IT Infrastructure Management
- Incident Management
- Planning and coordination
- Relationship Building
- Product and Service Sales
- Customer Retention
- Customer Account Management
- Lead prospecting
- Network development
- Revenue Generation
Timeline
Senior Technical Account Manager
Avaya
06.2018 - Current
Operations Manager
Goodyear Tire & Rubber
10.2015 - 06.2018
Strategic Account Manager
Sutherland Global
05.2011 - 10.2015
Bachelor of Science - Information Assurance And Cybersecurity
Georgia State University
Associate of Science - Business Administration And Management
Georgia Highlands College