Susan Savage
Jacksonville,Florida
Summary
Goal-oriented manager with distinguished experience in multiple industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
24
24
years of professional experience
Work History
Account Representative Manager
ARS National Services
12.2017 - 11.2023
- Successfully maintained a more than satisfactory collection percentage of client accounts
- Provided excellent customer service to all individuals both inside and outside the organization
- Met all necessary call requirements for talk time, ready, in call, wrap up, and utilization
- Implemented new processes to streamline account management tasks, increasing team efficiency and productivity.
Inside Sales Manager
SCUSA
12.2015 - 10.2017
- Managed 15 sales specialists by coaching on effective sales techniques, monitoring performance and offering helpful feedback
- Developed strong relationships with clients through consistent communication and exceptional customer service
- Liaised with clients via email or phone to identify and address needs, growing existing accounts through cross-selling
- Collaborated well with CEO, sales specialists, front office staff, clients, technicians, and everyone within our organization
Accounts Receivable Manager
AT&T
01.2001 - 12.2015
- Successfully led a top performing team of approximately 20 collections representatives
- Performed remote and side by side call monitoring to identify and rectify any issues or concerns
- Provided monthly performance reviews and established new individual employee goals
- Handled all quality, attendance, adherence, commendations, order errors or disciplinary actions
- Utilized my escalation calls to strategize future development opportunities
- Scheduled weekly team meetings to identify and address any employee or company issues
- Provided accurate and appropriate support, training, coaching, and employee personnel records
- Maintained a positive attitude consistently leading a team by modeling corporate core values
E Commerce Team Lead
BellSouth
09.1999 - 01.2001
- Managed a team that participated in launching BellSouth online customer service and support
- Coached employees, assisted personnel, provided information, developed strategies, designed templates, and worked collaboratively with headquarters for maximum effectiveness
- Worked with high end clients supplying a unique one call, email, or Live Chat experience
- Trained new team members by relaying information on company procedures and safety requirements.
- Documented and reported every encounter with accurate, clear and precise details
- Consistently achieved individual, team, and corporate satisfactory ratings on all reviews
Education
Accounting And Business Management
Florida State University
Tallahassee, FL06.1994
Skills
- Pipeline Management
- CRM proficiency
- Territory Management
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
Timeline
Account Representative Manager
ARS National Services
12.2017 - 11.2023
Inside Sales Manager
SCUSA
12.2015 - 10.2017
Accounts Receivable Manager
AT&T
01.2001 - 12.2015
E Commerce Team Lead
BellSouth
09.1999 - 01.2001
Accounting And Business Management
Florida State University
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