Susan E. Summers
Jacksonville,FL
Summary
Outside sales specialist with strength in negotiations, e-commerce and customer service. Excellent interpersonal and time management skills.
Overview
20
20
years of professional experience
Work History
Account Manager, Marketing
BellSouth And AT&T
05.1998 - 03.2000
- Educated clients on new products or services to increase customer engagement with brand.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
- Recommended brand products to customers to encourage repeat purchases and foster customer loyalty.
System Designer I & II
BellSouth Business
04.1991 - 05.1998
- Collaborated with clients to determine project specifications and scope.
- Provided technical leadership to team members during system design.
- Reviewed clients' overall app and infrastructure estate, business priorities and success criteria to design transformation plans.
- Developed network and system architecture according to business needs.
Service Consultant
BellSouth Business
03.1986 - 04.1991
- Documented payment details and personal information on customer accounts.
- Provided information about service procedures and expected timelines.
- Discussed options with clients and determined appropriate plans.
- Wrote service orders and updated schedules.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed process improvements to enhance overall delivery of service.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Documented problems and corrective actions to maintain records.
- Suggested additional services to customers in order to meet upsell goals.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Promoted available products and services to customers during service, account management, and order calls.
Telemarketing Account Representative
BellSouth Business
03.1984 - 03.1986
- Processed client payments and updated accounts.
- Supported customer satisfaction through regular follow-up and communication.
- Implemented customized account plans to meet individual client needs.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Kept detailed records of customer interactions for optimal traceability.
- Contacted customers to assess satisfaction and current needs.
- Negotiated contracts and agreements with clients to achieve favorable terms.
- Developed and implemented strategies to improve customer retention and loyalty.
- Interpreted financial data to identify trends and opportunities.
- Researched and recommended new products to meet customer needs.
- Achieved revenue targets by developing targeted account strategies.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Built relationships with customers and community to promote long term business growth.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Stayed current on company offerings and industry trends.
- Attended monthly sales meetings and quarterly sales trainings.
- Recorded accurate and efficient records in customer database.
- Kept detailed records of daily activities through online customer database.
Software Clerk
BellSouth Telecommunications
11.1979 - 06.1982
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
- Processed documents and materials to disseminate information to appropriate parties.
- Produced high-quality communications for internal and external use.
- Input data into spreadsheets and databases.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
- Edited and proofread documents for accuracy and completeness.
General Office Clerk
BellSouth Telecommunications
06.1982 - 03.1984
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Routed business correspondence, documents, and messages to correct departments and staff members.
- Prepared mail and packages for shipment, pickup, and courier services to expedite delivery.
- Responded to inquiries from callers seeking information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Ordered office supplies and kept office stocked with needed resources to operate smoothly.
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained and updated office records, both digital and physical.
- Delivered clerical support by handling range of routine and special requirements.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Collaborated with various departments to complete assigned tasks.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
- Compiled and analyzed data to produce reports.
Education
None - General Studies
Florida Junior Collage At Jacksonville
Jacksonville, FLNone - General
Florida State University
Tallahassee, FLSkills
- Lead Generation Campaigns
- Customer Satisfaction
- Marketing Activities
- Customer Acquisition
- Achieving monetary objective
- Team Management
Timeline
Account Manager, Marketing
BellSouth And AT&T
05.1998 - 03.2000
System Designer I & II
BellSouth Business
04.1991 - 05.1998
Service Consultant
BellSouth Business
03.1986 - 04.1991
Telemarketing Account Representative
BellSouth Business
03.1984 - 03.1986
General Office Clerk
BellSouth Telecommunications
06.1982 - 03.1984
Software Clerk
BellSouth Telecommunications
11.1979 - 06.1982
None - General Studies
Florida Junior Collage At Jacksonville
None - General
Florida State University
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