Nichole Starling
MOUNT GILEAD,OH
Summary
A challenging and rewarding position within a company with lots of opportunity for growth. Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.
Overview
20
20
years of professional experience
Work History
Sr Account Manager/Sr Customer Success Manager
Telarus
07.2019 - Current
- Works with team to create a customer success plan
- Customer advocacy
- Identify upsell opportunities for retention and growth
- Coordinate with product managers and engineering to provide viable product solutions
- Manage and maintain account activities and performance
- Accountability for business performance and monitoring company KPIs
- Passion for technology and experience working for or with technology suppliers
- Ability to communicate with professionals at all levels within an organization
- Cross functional collaboration
- Process improvement initiatives
- Perform and monitor progress for individuals through 1x1’s and team meetings.
Supervisor Service Delivery
CenturyLink
03.2012 - 05.2018
- Single Point of contact for lifecycle management
- Partner with sales and service delivery for implementation of products sold
- Review customers’ contract and amendments to verify ability to order, pricing and applicable promotion
- Analyze work plans and makes recommendations for improved processes
- Set proper service delivery expectations with customer in accordance with provisioning/LEC committed intervals
- Responsible for monitoring order volumes across queues and workload balancing
- Develop customer-facing project plans to document project scope, schedule, tasks, change control and risk management
- Develop and maintain status reports and tracking sheets to be used in communication in both a formal and informal setting
- Manage project deliveries from beginning to end
- Act as a mediator between project stakeholders and team members
- Remain highly responsive to client communications
- Resolve issues, roadblocks and risks throughout each project
- Coordinate with appropriate departments for customer turn-up, testing and installation
- SDR3 will partner with process management; product management and provisioning to resolve newly identified solutions
- Provides order progression and milestone updates to Internal and External customers
- Partners internally with Provisioning, Product, Process, Implementation and IT to ensure successful completion and timely turn up.
Store Manager
AT&T mobility
08.2009 - 03.2012
- Approve/Disapprove Credits/Debits associated with customer/keying errors to align with company budget and customer satisfaction expectations
- Hiring, using Taleo
- Recruiting via personal visits into stores to deduce high caliber applicants etc and Job Fairs
- Familiarity with external recruiting sources, such as Monster and CareerBuilder
- Interviewing using the Behavioral Interviewing Experience
- Accountability to departmental goals
- Developing/leading continuous improvement initiatives
- Establishes and assures adherence to budgets, schedules, work plans and performance requirements
- Meet assigned sales performance and profitability criteria
- Ensure customer satisfaction
- Leverage relationships to retain existing business and obtain new interest
- Manage work and coaching of subordinate supervisors and/or exempt and non-exempt management employees (approximately 20 employees)
- Promote sales
- Complete accounting and paperwork associated with cash receipts and prices
- Conduct physical inventories
- Demonstrated ability to meet or exceed performance standards
- Ability to motivate and lead direct reports
- Customer Champion
- Effective interpersonal skills
- Strong negotiation, communication and presentation skills
- Strong organizational skills with attention to detail
- Leverage employee recognition programs to elevated performance
- Responsible for NPS (Net Promoter Score) scores
- Employee advocate.
Sales supervisor
Verizon
09.2005 - 11.2008
- Approve/Disapprove Credits/Debits associated with customer/keying errors to align with company budget and customer satisfaction expectations
- Specific concentration in company growth
- Meet assigned sales performance and profitability criteria
- Demonstrated ability to meet or exceed performance standards
- Ability to motivate and lead direct reports using coaching techniques
- Responsible for NPS (Net Promoter Score) scores
- Effective communication, presentation and interpersonal skills
- Strong organizational skills with attention to detail
- Ensure customer satisfaction
- Interviewed using the Behavioral Interviewing experience
- Recruiting via Job Fairs
- Recognition
- Developed and employed best practices
- Developed job aids and ensuring an understanding of new products and old products alike
- Prepared quarterly documents noting action plans to improve any quality gaps and aid in increasing our company’s average revenue per unit
- 25-35 Direct reports
- Partner with HR to ensure firm, fair& consistent discipline.
Sales specialist incentives
Verizon
10.2004 - 09.2005
- Quota distribution to both coaches and consultants
- Create and manage national/local promotions
- Manage gaps in products holding quota
- Sales training delivery, new system training
- Data support specialist
- 75 indirect sales consultant reports.
Team Lead/RSC consultant
Verizon
04.2004 - 10.2004
- Manage escalations and system support
- In-charge experience for sales supervisor with 30 reporting sales consultants
- Lower system errors
- Training of associates in processes and procedures
- Investigate billing issues and take appropriate corrective action
- Approve/Disapprove Credits/Debits associated with customer/keying errors to align with company budget and customer satisfaction expectations.
Education
No Degree - Human Resources Management
Franklin University
Columbus, OH2025
Skills
- Excellent Negotiation Skills
- Goals and Performance
- Order Management
- Staff Management
- Partnership Development
- Performance Evaluations
- Account Management
- Sales Expertise
- Customer Relations
- Sales Tactics
- Active listening
- Customer service
Accomplishments
- Demonstrated ability to meet and exceed performance standards.
- Creating a positive work environment via coaching, SMART goal setting and recognition.
- Ensuring high customer satisfaction.
References
Upon Request
Hobbies
- Brazilian Jujitsu
- Gardening
Timeline
Sr Account Manager/Sr Customer Success Manager
Telarus
07.2019 - Current
Supervisor Service Delivery
CenturyLink
03.2012 - 05.2018
Store Manager
AT&T mobility
08.2009 - 03.2012
Sales supervisor
Verizon
09.2005 - 11.2008
Sales specialist incentives
Verizon
10.2004 - 09.2005
Team Lead/RSC consultant
Verizon
04.2004 - 10.2004
No Degree - Human Resources Management
Franklin University
Similar Profiles
Jason SaulterJason Saulter
Telecom Pricing Specialist at TelarusTelecom Pricing Specialist at Telarus
Chris OtenbakerChris Otenbaker
Senior Director, Customer Success at TelarusSenior Director, Customer Success at Telarus
Jacqueline MartinezJacqueline Martinez
Mobility Manager at TelarusMobility Manager at Telarus
Alix ChristensonAlix Christenson
Various Positions at TelarusVarious Positions at Telarus
Carrie LeggettCarrie Leggett
Server at Villa Milano Banquet CenterServer at Villa Milano Banquet Center