Shanti Cook

I am responsible for knowing, understanding and driving improvements to the systems, tools and technology used by our B2B, Retail, Telesales, Telesales EXT and indirect sales teams. I work directly with executive leadership across our partners and stakeholders. I partner between multiple cross functional teams including GTS, Channel Technology, CXO, Field teams, Pricing and Promotions and many others in order to identify and quickly act on frontline feedback.

I work with these partners to identify and resolve defects and pain points within the end-to-end sales experience and partner with others to develop proactive solutions which enable our frontline teams to deliver best in class customer experiences. Partnering to understand the cost of implementing new work and make balanced, data-directed recommendations for which work is most critical to implement. Creating and documenting business requirements focused on the intended outcome you hope to achieve by requesting new technology/tool builds.

GTM Manager - Public Sector lead. Responsible for developing, promoting, and communicating the company’s brand, products, and services to optimize customer engagement. Project lead for major Business/Public Sector marketing launches. Host weekly field calls covering marketing,operational, and product launches and updates.

Liaison between GTS and field support teams. Provide update and progress reports of POS system enhancements and defects. Investigate incidents submitted for Omni B2B, Omni Retail, and Omni Telesales. Monitor POS B2B AYS queue and partner with GTS to resolve tickets. Partner with Business Sales System and Tools team to manage projects for Omni B2B, Omni Retail and Omni Telesales. Create JIRA user stories for POS B2B enhancements. Manage Pilot for Omni B2B/Retail projects

Efficient strategic planner and executor of all companywide initiatives in partnership with coordinators and sales team. Effectively accomplish business needs while supporting company growth through superior customer service to internal and external clients. Successfully provided solutions through research interdepartmentally and with external customers. Generate and ensure a solution oriented and empowered culture within our organization. Create strategic partnerships internally to help achieve aggressive goals while delivering a seamless customer service experience. Conduct weekly webinars with coordinator team on new and updated policies and procedures. Assist Associate Director of NE Market with daily, weekly, and monthly sales reporting and tracking.

Key Accomplishments: Member of NE Market Women Of Wireless Leadership Program Operation award- November 2017

Processed requests that support the sales teams, allowing them the ability to focus on revenue generating activity. Addressed customer service issues, ordering requests, rollout support, and maintenance requests. Provided accurate deliverables under specific service level agreements while working in a compliant and ethical manner. Responded and followed up to requests sent from field sales staff and customers that include Account Maintenance Requests, Customer Facing Requests, and Proactive Services. Participated in training opportunities on products and services and attend CBO team meetings.

Key Accomplishments:3PM Knock-Out Award for Outstanding Operational Support

CBO Spotlight Winner 08/2016

Member of NE Market Women Of Wireless Leadership Program 6/2017

Provided exceptional customer service to individuals visiting the Verizon Wireless store. Assisted in the administrative functions of the store, including cash management and asset protection of store inventory. Reconciled cash (bank deposit, safe fund/till fund, daily financial transactions) and followed bank deposit procedures. Sold Verizon products and services in the event of high store volume or absence of sales representative.

Key Accomplishments: Director's Club Winner 10/2014

Member of the NYM Elite Operations Program 10/2014

Leading Woman 01/2015

Completed service activations, equipment replacement, and processing price plan changes and upgrades. Processed ESN (electronic serial number) changes Processed bill payments and responded to billing inquiries. Responsible for all store merchandizing and equipment updates. Implemented store procedures to prevent loss of inventory. Conducted weekly inventory counts and correct discrepancies. Responsible for all shipping and receiving of all store merchandize. Assisted customers with daily transactions such as trouble shooting and warranty replacements