Shanell Dixon
Bogota,US
Summary
Dynamic Account Manager at Verizon Inc. with expertise in client relationship management and team leadership. Demonstrated success in driving revenue growth and enhancing customer engagement through innovative marketing strategies. Achieved top sales performance while fostering strong vendor partnerships to optimize customer satisfaction. Aiming to leverage skills in a challenging role that continues to enhance client relationships and drive business success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Account Manager
Verizon Inc.
08.2019 - Current
- Served as main liaison for designated Multi-Tenant Portfolios within the region.
- Generated revenue for properties by ensuring seamless account transitions.
- Organized portfolio development by coordinating and managing open-for-sale launch processes.
- Coordinated marketing initiatives with property management, including email campaigns, promotional materials, and on-site events for Verizon FiOS Sales.
- Identified and evaluated both vintage and newly listed Multi-Tenant (MTU) properties for potential acquisition.
- Managed MTU modules in alignment with sales GATB, and disconnect targets.
Channel Manager
Verizon Communications Inc.
New York, NY
07.2017 - 08.2019
- Conducted weekly visits to vendor partners to provide ongoing training to D2D sales agents.
- Collaborated with Product Manager for Network Transformation in NYC to migrate small business customers to Fios.
- Collaborated with the engineering team on new Fios opportunities.
- Facilitated operational strategies aimed at optimizing customer satisfaction through vendor partnerships.
- Enhanced sales agent engagement with the helpdesk to streamline order issuance.
- Used Salesforce to manage leads, follow-ups, and order tracking.
- Conducted monthly audits of tablets to verify compliance by vendor teams.
- Addressed vendor strategy on a weekly basis to reduce cancels.
- Consistent follow-up with techs, engineers, and I&R Managers on orders in jeopardy
Business Support Manager
Verizon Communications Inc.
Brooklyn, NY
07.2015 - 06.2017
- Avoided cancellations by preparing orders for scheduled installation through partnership with various support teams.
- Liaised with FiOS Techs, Local I&M Managers, and Engineers to guarantee high-quality installations.
- Collaborated with the BDSC team to ensure timely and successful execution of BDV orders.
- Collaborated with Call Center Manager in BSC and IHD to clear orders; issued ROC tickets and managed billing issues.
- Conduct weekly cancel report reviews with the Vendor Management team to analyze trends and gather feedback.
- Conducted training sessions for D2D Sales agents on new products and promotions.
- Managed escalations from sales agents to maintain customer satisfaction.
Sales Supervisor - Local Presence Center
Verizon Communications Inc.
Brooklyn, NY
06.2012 - 07.2015
- Assisted in the opening of the Brooklyn Verizon Retail FiOS Store
- Supervised and trained representatives to meet customer needs and exceed sales goals
- Managed daily operations at two Verizon FiOS Retail Stores
- Planned marketing to increase store traffic
- Collaborated with VEC Managers for events to promote the FiOS store and boost sales
- Maintained store displays and appearance
- Partnered with Verizon garages to update technicians on promotions and increase store traffic
- Managed Verizon equipment inventory
- Conducted monthly FiOS workshops for customers
- Served as Sales Coordinator for the New York Southeast Team to motivate employees and improve sales
- Acted for the Regional Sales Manager, led team huddles, and participated in weekly results calls with the Director
Supervisor - Customer Service
Verizon Communications Inc.
Livingston, NJ
01.2012 - 05.2012
- Coordinated and delivered training initiatives for new projects and launches to drive sales improvements in the LPC
- Partnered with National Team to prepare, create, and coordinate training for ACD Channels
- Created ad hoc training and job aids based on field requests
- Simplified training material by attending daily and weekly train the trainer calls and then delivered to the LPC teams on a weekly training call which ensured consistency flow of training information to the store managers and reps
- Created training tracker for the LPC team used to update all trainings delivered
- Trained and supported LPC stores during Sales Zone launches to ensure the program's success
- Responsible for initial rep training for newly hired reps in the LPCs
Sales Supervisor - Business
Verizon Communications Inc.
New York, NY
12.2010 - 01.2012
- Coached consultants in call center to exceed performance goals in revenue, customer experience, and productivity
- Analyzed sales data to identify strengths and weaknesses
- Developed action plans for team and individual improvement
- Reviewed results and created improvement strategies
- Collaborated with HR and Labor teams to promote a positive work environment
Sales Operations Manager
Verizon Communications Inc.
Livingston, NJ
03.2009 - 12.2010
- Performed raw data analysis and trending to identify key insights and opportunities
- Designed, managed, and implemented regional sales contests to boost overall sales performance and motivate employees through incentives
- Delivered executive-level reports and presentations on channel performance results
- Analyzed and tracked VP Regional contests to assess performance improvements and goal attainment
- Oversaw the VP discretionary budget, ensuring adherence to regional compliance standards
- Developed and facilitated sales incentives aimed at improving NPS scores
- Provided sales support for CSSC and BSBC during Promo Zones, including in-field coaching and development for representatives during observation sessions
- Communicated sales tracking issues to the region and maintained a detailed issue log
Sales Supervisor
Verizon Communications Inc.
New York, NY
02.2007 - 03.2009
- Achieved the #1 FiOS sales ranking and placed 5th overall among 77 peers statewide
- Consistently ranked in the top 10 for sales performance and earned Director recognition in the 20th percentile month over month
- Motivated team members by identifying and leveraging individual motivators, boosting engagement and overall accomplishment
- Conducted side-by-side and remote customer contact observations to assess consultant performance and provide targeted feedback
- Developed and managed personalized development plans to incrementally improve and sustain sales results
- Collaborated effectively with local union representatives to ensure a positive working environment
- Appointed as Acting Call Center Manager, overseeing daily operations and sales performance for 100+ consultants and 7 managers
- Interviewed candidates for new consultant positions, contributing to the growth and development of the team
Education
MBA - Business Administration
University of Phoenix
USBachelor of Science - Business Management
Long Island University
USSkills
- Effective team leadership
- Excellent communication skills
- Customer relationships
- Relationship building and management
- Account management
- Teamwork and collaboration
- Client relationship management
- Cross-functional collaboration
- Customer engagement
Certification
- Women of the World Leadership Program
- Certified Verizon Interviewer
Timeline
Account Manager
Verizon Inc.
08.2019 - Current
Channel Manager
Verizon Communications Inc.
07.2017 - 08.2019
Business Support Manager
Verizon Communications Inc.
07.2015 - 06.2017
Sales Supervisor - Local Presence Center
Verizon Communications Inc.
06.2012 - 07.2015
Supervisor - Customer Service
Verizon Communications Inc.
01.2012 - 05.2012
Sales Supervisor - Business
Verizon Communications Inc.
12.2010 - 01.2012
Sales Operations Manager
Verizon Communications Inc.
03.2009 - 12.2010
Sales Supervisor
Verizon Communications Inc.
02.2007 - 03.2009
MBA - Business Administration
University of Phoenix
Bachelor of Science - Business Management
Long Island University
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