STEVEN L. ANDERSON
Chicago,IL
Summary
Management professional with exceptional leadership and communication skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
24
24
years of professional experience
Work History
Volunteer Assistant Music Director / On Air Personality
Chicago Independent Radio Project (CHIRP Radio)
2012.02 - Current
- Review incoming music submissions for rotation airplay
- Assemble weekly airplay data and submit to reporting agencies (CMJ, etc.)
- Host weekly music radio show
- Represent CHIRP Radio and/or DJ at CHIRP sponsored or partnered events
- Manage team of eight assistant music directors
- Assisted with fundraising efforts, securing financial support for the organization's continued growth and development.
Account Manager
PacketFabric
2023.03 - 2023.05
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Developed customized account plans for clients to help them achieve their business goals.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
Account Manager
Unitas Global
2022.08 - 2023.03
- Maintained customers acquired through Unitas Global's acquisition of INAP network assets
- Maintained customer records and communications in Salesforce
- Assisted with customer impacting projects such as data center consolidation and price increases with focus on preventing churn.
- Increased sales revenue by identifying and pursuing new business opportunities.
- Developed and maintained courteous and effective working relationships.
Key Account Manager
SingleHop/INAP
2017.02 - 2022.08
- Created and proposed custom solutions for new clients including hardware configurations, server management, and hosting
- Actively communicated with existing clients to resolve issues, provide recommendations, and expand solutions
- Maintained customer records and communications in Salesforce
- Assisted with customer impacting projects such as data center consolidation and price increases with focus on preventing churn.
- Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
Senior Account Executive
Layered Technologies/Datapipe (Acquired FastServers.Net in 2009)
2009.01 - 2014.08
- Created and proposed custom solutions for new clients including hardware configurations, server management, and compliant (PCI, HIPAA) hosting
- Actively communicated with existing clients to resolve issues, provide recommendations, and expand solutions
- Maintained customer records and communications in Salesforce
- Assisted with customer impacting projects such as data center consolidation and price increases with focus on preventing churn.
Director of Inside Sales
FastServers.Net
2006.02 - 2009.01
- Managed Chicago team of Sales Managers in day-to-day activities
- Provided guidance and recommendations to team members for larger solution proposals
- Developed and executed training for new Sales Managers
- Resolved escalated customer issues.
Provisioning/Dispatch Manager
RCN Telecom of Illinois
2004.03 - 2005.02
- Managed 16 telephone provisioners, dispatchers, and dispatch supervisor in day-to-day operations of provisioning and dispatch departments
- Provided daily connection and workload forecasting reports to senior management
- Created special reports for sales, engineering, and marketing
- Assisted in planning and implementation of customer migration from UNE to digital phone (switched VoIP) platform and converting 2000 cable TV customers to new channel line-up
- Lead on transition team to move Chicago trouble repair group responsibilities to other market
- Improved Dispatch processes resulting in a 10% increase in on-time measurement
- Maintained service levels throughout staff reductions.
- Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
Customer Service/Service Delivery Trainer
RCN Telecom of Illinois
2002.01 - 2004.03
- Trained users on ICOMS and CSG billing/account management software
- Developed and administered 'on the floor' post-training program for Chicago call center representatives resulting in increase in new hire productivity
- Developed material and trained agents on new digital cable television and digital phone systems
- Assisted in BETA testing of digital phone and cable television products.
- Developed individualized training plans to achieve staff readiness.
Process Development
RCN Telecom of Illinois
1999.11 - 2002.01
- Assisted Director of Process Development in identifying and implementing process improvements for telephone, cable television, and cable Internet support staff
- Monitored customer issues for trends
- Developed and implemented online system for call center representatives to submit customer telephone transfers to provisioning department which increased accuracy and reduced transfer time
- Corrected process for applying outage credits resulting in an average $900 savings per month
- Implemented Mustang email management software improving response time to customer email issues
- Acted as liaison between call center, sales, and service delivery groups.
- Worked flexible hours across night, weekend, and holiday shifts.
- Proven ability to develop and implement creative solutions to complex problems.
Education
MCSE Certification Classes -
Information Management Group
Chicago, ILEnglish Major/Art Minor -
Northern Illinois University
DeKalb, ILSkills
- Training and Development
- Key Relationships
- Staff Management
- Process Development
- Customer Satisfaction
- Process Improvement
- Strategic Planning
- Event Coordination
Accomplishments
President's Club Winner - 2021
Extracurricular Activities
Guitarist / Vocalist, 2008-01-01, Present, Performs live shows with Chicago bands The Unknown Pleasures and I Lost Control
Timeline
Account Manager
PacketFabric
2023.03 - 2023.05
Account Manager
Unitas Global
2022.08 - 2023.03
Key Account Manager
SingleHop/INAP
2017.02 - 2022.08
Volunteer Assistant Music Director / On Air Personality
Chicago Independent Radio Project (CHIRP Radio)
2012.02 - Current
Senior Account Executive
Layered Technologies/Datapipe (Acquired FastServers.Net in 2009)
2009.01 - 2014.08
Director of Inside Sales
FastServers.Net
2006.02 - 2009.01
Provisioning/Dispatch Manager
RCN Telecom of Illinois
2004.03 - 2005.02
Customer Service/Service Delivery Trainer
RCN Telecom of Illinois
2002.01 - 2004.03
Process Development
RCN Telecom of Illinois
1999.11 - 2002.01
MCSE Certification Classes -
Information Management Group
English Major/Art Minor -
Northern Illinois University
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