Sharon Duffin
McKinney,TX
Summary
Reliable professional demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
13
13
years of professional experience
Work History
Manager International/Local Business Solutions
AT&T Communications
Dallas, Texas
01.1999 - 04.2001
- Increased international revenue on existing customers while acquiring new potential customers
- Communicated and educated international and local account executives on capabilities, products, and services.
- Contributed to the success of account teams through assistance with strategies, product knowledge, solution selling, competitive knowledge, and problem-solving
- Provided support to sales teams to overcome obstacles in achieving targets
- Contributed to the development of leads, proposals, and pricing designs
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
Customer Project Manager/Local Service Coordinator
AT&T Communications
Dallas, Texas
01.1997 - 01.1999
- Developed strategies for customer engagement, feedback collection, and product improvement.
- Organized and facilitated regular meetings with team members to review project milestones and deadlines.
- Identified areas of improvement in existing products or processes based on customer feedback.
- Assessed impact of changes made during the course of a project on its timeline and budget.
- Developed strategies for responding quickly and effectively to customer queries or concerns.
- Conferred with project personnel to identify and resolve problems.
- Consistently exceeded 100% of the year-to-date sales attainment.
Local Service Specialist
AT&T Communications
Dallas, Texas
01.1996 - 01.1997
- Developed and maintained positive relationships with customers through courteous interactions and prompt resolution of issues.
- Provided excellent customer service to clients and answered inquiries regarding services, products, and prices.
- Promoted company services, products, and special offers to encourage sales growth.
- Assisted in resolving customer complaints by utilizing problem-solving skills.
- Participated in team meetings regularly in order to share ideas or provide updates on progress towards goals.
- Responded promptly to customers' concerns and coordinated swift resolutions to handle service issues.
- Asked relevant questions to assess customer requirements and provide satisfactory service
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Exceeded 100% of objective, which allowed our branch to rank in the top 5% of the Middle Markets Branch nationwide.
Sales Assurance Manager
AT&T Communications
Dallas, TX
07.1994 - 01.1996
- Assisted account executives in enhancing sales numbers by providing comprehensive pre-sale and post-sale support services.
- Implemented strategies to consistently exceed customer expectations
- Received multiple accolades from account executives and external customers
- Prepared management reports outlining key findings from audits conducted.
- Performed financial analysis of data to identify trends and inconsistencies.
- Participated in meetings with stakeholders regarding current issues affecting the organization's assurance efforts.
- Supported company goals to monitor results and performance.
- Created oral and written presentations of findings for internal and external stakeholders.
- Conducted investigations review to develop and follow up on corrective and preventive actions.
- Collaborated with divisional teams to maintain alignment on improvement findings and recommendations.
- Provided exceptional customer service to business clients.
- Investigated and resolved billing issues to help minimize liabilities.
- Coordinated projects, schedules, facilitated communication and prepared reports.
Business Inquiry Representative
AT&T Communications
Dallas, TX
11.1992 - 07.1994
- Respond to billing inquiries from customers regarding AT&T's products and enhanced network services
- Reconcile billing and contract differences
- Adjust billing to meet tariff and contract requirements
- Investigated, resolved billing disputes and claims
- Customize billing to meet the needs of the customer
- Assumed the responsibilities as a peer coach
- Held several special assignments
Account Representative
AT&T Communications
Dallas, TX
05.1988 - 11.1992
- Managed residential, business, and equipment calling plans
- Made sales and revenue adjustments.
- Assumed ownership in handling customer problems and questions regarding their equipment and long-distance phone bills.
- Met office standards for quantity and quality of work during my tenure.
- Provided exceptional service by selling and recommending suitable AT&T offerings.
- Assumed responsibility as a peer coach and fulfilled duties as acting manager.
Education
Bachelor of Arts - Business Administration And Management
Amberton University
Garland, TXUniversity of North Texas
Denton, TXSkills
- Contract Management
- Marketing
- Cross-Functional Teamwork
- Complex Problem-Solving
- Sales Techniques
- Negotiation
- Team Leadership
- Time Management
Timeline
Manager International/Local Business Solutions
AT&T Communications
01.1999 - 04.2001
Customer Project Manager/Local Service Coordinator
AT&T Communications
01.1997 - 01.1999
Local Service Specialist
AT&T Communications
01.1996 - 01.1997
Sales Assurance Manager
AT&T Communications
07.1994 - 01.1996
Business Inquiry Representative
AT&T Communications
11.1992 - 07.1994
Account Representative
AT&T Communications
05.1988 - 11.1992
Bachelor of Arts - Business Administration And Management
Amberton University
University of North Texas
Similar Profiles
Gabriel RamosGabriel Ramos
Manager OSP Design Engineer at AT&T CommunicationsManager OSP Design Engineer at AT&T Communications
Richard GarlandRichard Garland
Project Leader at AT&T CommunicationsProject Leader at AT&T Communications
Denise H. WilkersonDenise H. Wilkerson
Lead Technical Auditor-Finance Audit Services at AT&T CommunicationsLead Technical Auditor-Finance Audit Services at AT&T Communications