Taylor Elliott
Nashville,United States
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management. Dedicated to innovation, forward-thinking and modern sales techniques used to cultivate a productive workspace and long-lasting client and customer relations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Account Manger
Dell Technologies
01.2022 - 01.2024
- Managed and maintained relationships with existing customers to ensure customer satisfaction and increase customer retention rate
- Developed and implemented strategic sales plans to achieve company sales objectives and targets in the assigned market
- Provided strategic guidance and support to the sales team in order to successfully achieve sales targets and objectives
- Collaborated with cross-functional teams, including marketing, product development, and customer support, to ensure effective communication and execution of customer needs and requirements
- Conducted regular market research and analysis to identify emerging trends and opportunities in the industry and provided recommendations to senior management for new business strategies and initiatives
- Analyzed market and industry trends to identify new business opportunities and potential threats for Dell Technologies
- Analyzed competitor activity and market trends to develop strategies to stay ahead of the competition and ensure market dominance for Dell Technologies
- Mentored junior account managers, fostering their professional growth and skills development within the company.
- Proactively identified and addressed customer concerns, issues, and challenges to ensure high customer satisfaction and retention for Dell Technologies
- Developed and executed strategies to upsell and cross-sell products and services to existing customers in order to increase revenue and profitability for Dell Technologies
- Developed and executed targeted account strategies to penetrate new markets and acquire new customers, expanding Dell Technologies' market reach and revenue potential
- Identify and pursue strategic partnership opportunities with key clients to drive business growth and expand market presence for Dell Technologies
- Identify key decision-makers and influencers within target accounts and build relationships to gain their trust and support for Dell Technologies' products and services
- Collaborate with the finance team to analyze customer financial data and provide recommendations for pricing strategies and payment terms that maximize revenue and profitability for Dell Technologies.
- Provided valuable input during product development discussions, ensuring alignment with customer needs and expectations.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
Ground Crew Worker
Warwick Pile Driving And Crane Service
07.2021 - 01.2022
- Improved safety standards through regular equipment inspections and maintenance procedures.
- Maximized operational efficiency by performing routine checks on navigational aids, ensuring accurate information for pilots during takeoff and landing sequences.
- Enhanced ground crew efficiency by implementing streamlined communication protocols between team members.
Customer Service Coordinator-Operations
Verizon Wireless
05.2019 - 08.2021
- Partnered with a Senior Manager to develop strategies and drive team results in the Customer Service Coordinator-Operations role at Verizon Wireless in the Information Technology / IT market
- Developed coaching, time management, and critical thinking skills while implementing culture building strategies
- Networked with other channels and shared best practices across the field
- Trained and transitioned retail leaders and representatives to Customer Service roles, while developing future leaders of the business
- Applied VLSS, Design Thinking, and Agile Basics certifications to ROI Projects
- Completed multiple calibrations using National Observation form for consistency and received certification from Sr
- Manager
- Identify opportunities for process improvement and efficiency within the customer service operations department to enhance customer satisfaction and increase team productivity
- Implement new processes and procedures to improve efficiency and customer satisfaction in the customer service operations department
- Analyze customer service operations data to identify trends and patterns and provide recommendations for process improvement
- Collaborate with cross-functional teams to develop and implement strategies for improving customer service operations and increasing customer satisfaction
- Collaborate with cross-functional teams to identify and implement innovative solutions to improve customer service operations and drive customer satisfaction
- Develop and implement training programs to enhance the skills and knowledge of customer service coordinators in the operations department, ensuring continuous improvement and excellence in customer service delivery
- Collaborate with the IT department to identify and implement technological solutions that enhance customer service operations and improve efficiency
- Develop and implement strategies to improve employee engagement and satisfaction in the customer service operations department at Verizon Wireless
- This includes conducting employee surveys, analyzing feedback, and working with cross-functional teams to develop initiatives that address employee concerns and enhance the overall work environment
- Develop and implement strategies to enhance the customer service experience and increase customer loyalty in the operations department at Verizon Wireless, resulting in improved customer satisfaction ratings and higher customer retention rates
- Collaborate with other Customer Service Coordinators in the operations department to share best practices and recommend process improvements for the IT market at Verizon Wireless
- Identify customer pain points and develop solutions to address them, resulting in improved customer satisfaction and loyalty in the operations department at Verizon Wireless.
GOAL Trainer
Verizon Wireless
01.2020 - 07.2020
- Transitioned and Trained 87 NEE Customer Service Reps to Home Base during COVID-19 closure
- Created and delivered completed tracking project management performance for future ROI and PA assessment
- Partnered and facilitated leader led training for Value and Retention Loyalty Operations calls for Jam board
- Attended Field GOAL Trainer Pillar call series & completed required actions
- Co-Facilitated and produced both VILT & ILT delivery with Sr
- Trainer, Master Trainers, and Sr
- Managers
- Completed TEACH Basics, Adobe certifications, and Fierce Conversations certification
- Design and implement a comprehensive training program for newly hired GOAL trainers, including curriculum development, training materials, and assessment tools
- Develop and deliver training materials for new product launches, ensuring that employees are equipped with the knowledge and skills to successfully promote and sell the products in the market
- Develop and maintain strong relationships with key stakeholders within the organization to ensure effective communication and collaboration in training initiatives
- Identify and implement innovative training techniques and technologies to enhance the learning experience for GOAL trainers and improve training outcomes
- Collaborate with cross-functional teams to identify training needs and develop customized training solutions based on the specific requirements of different departments within the organization
- Conduct regular performance evaluations of GOAL trainers to assess their training effectiveness and identify areas for improvement
- Provide constructive feedback and recommend training strategies to enhance their skills
- Conduct regular evaluations of training programs to measure effectiveness and make necessary adjustments for continuous improvement
- Collaborate with regional teams to identify training needs and develop customized training solutions based on the specific requirements of different markets within the organization
- Collaborate with the marketing team to develop and implement training strategies that align with the company's product promotion and sales goals.
Customer Service Supervisor
Verizon Wireless
05.2016 - 12.2019
- Managed multiple teams of 8-20 representatives in a customer Service & Technical Support leadership role
- Built personal and professional relationships with team members to coach and mentor them
- Developed customized action plans for individual team members to drive personal growth
- Collaborated with peers to share best practices and co-coach representatives
- Collaborated with training, operations, quality, and resource management to resolve issues and find best practices
- Delivered Performance Improvement Plans to improve team results
- Focused on delivering exceptional customer experiences
- Built strong relationships with team members and leadership
- Maintained performance stats and adapted to team needs
- Implemented customer service training programs
- Analyzed customer feedback to identify areas for improvement
- Collaborated with marketing team to align customer service initiatives with company's brand and objectives
- Lead and facilitate team building activities to promote collaboration and a positive work environment
- Develop and implement employee recognition programs to motivate and reward customer service representatives for excellent performance
- Develop and implement coaching and mentoring programs to support the personal and professional growth of customer service representatives
- Conduct regular performance evaluations for customer service representatives to identify strengths and areas for improvement and provide feedback for growth opportunities
- Develop and implement strategies to improve employee engagement and job satisfaction
- Lead cross-functional teams to develop and implement customer service initiatives that improve overall customer satisfaction and retention rates
- Handle escalated customer complaints and find appropriate solutions to ensure customer satisfaction
- Identify and implement technology solutions to improve the efficiency and effectiveness of customer service operations.
New Hire Coach
Verizon Wireless
02.2015 - 04.2016
- Provided floor support, real-time feedback, coaching, and training while partnering with the transition supervisor in all customer care operations for new hires
- Worked toward developing employee skills by teaching the new hires how to utilize their tools and resources available to them
- Conduct training sessions to educate new hires on the company's culture and values, and how they align with the customer service goals and objectives
- Conduct regular performance evaluations to assess the progress and development of new hires, providing constructive feedback and guidance for improvement
- Provide ongoing training and coaching to new hires in order to improve their customer service skills and enhance their ability to promote a positive customer experience
- Assist in the development and implementation of training materials and resources for new hire onboarding
- Collaborate with cross-functional teams to identify areas for improvement and develop training programs to address those needs
- Identify and implement innovative training strategies to enhance the onboarding experience of new hires, such as incorporating interactive online modules or gamification techniques
- Provide individualized coaching and support to new hires to help them overcome specific challenges and improve their performance
- Achieved top New Hire Team in the Nation
- Responsible for coaching and development, with a focus on business acumen.
Technical Solution Rep, Retention, Customer Care Escalations
Verizon Wireless
07.2014 - 01.2015
- Completed customer service phone calls for technical support, billing, retention, and escalated customer scenarios
- Provided every customer with a one-call resolution
- De-escalated and retained customers for life by providing exceptional customer service
- Utilized open-ended discovery questions to ensure understanding of customer needs and provide a consistent experience
- Developed and maintained in-depth knowledge of Verizon Wireless products and services
- Developed and implemented strategies to improve customer retention rates and reduce customer churn
- Identified and resolved technical issues and concerns raised by customers in a timely and efficient manner
- Analyzed customer service metrics data to identify trends and areas for improvement
- Analyzed customer feedback and data to identify trends and areas for improvement in customer service and product offerings
- Utilized customer feedback and data analysis to identify pain points in the customer experience and propose solutions for improvement
- Created and delivered training programs for new Technical Solution Reps, Retention, and Customer Care Escalations to ensure a high level of technical expertise and customer service skills
- Conducted regular training needs assessments to identify knowledge gaps and skill deficiencies among Technical Solution Reps, Retention, and Customer Care Escalations
- Collaborated with cross-functional teams to develop and execute customer retention strategies
- Stayed up-to-date with the latest technology trends and advancements in the telecommunications industry to provide innovative solutions to customers.
Education
BA Business Administration - Business AdministrationMarketing FocusIT and Business Development
Strayer University
Mankato, MN01.2019
High School Diploma -
Dover-Eyota High School
Eyota, MN01.2012
Skills
- Leadership
- Time Management
- Critical Thinking
- Networking
- Training
- Project Management
- Facilitation
- Performance Improvement
- Customer Service
- Customer Relations
- Sales
- Marketing
- Effective Communication
- Business Management
- Action Planning
- Relationship Building
- Team Collaboration
- Process Improvement
- Efficiency Enhancement
- Customer Experience
- Strategic Planning
- Market Analysis
- Account Management
- Market Research
- Upselling
- New Business Development
- Partnership Development
- Market Trend Analysis
- Customer Retention
- Strategic Guidance
- Cross-Functional Collaboration
- Customer Needs Analysis
- Converting leads
- Marketing Material Review
- Needs analysis
- Advertising
- Market forecasting
- Operations
- CRM Software
- Overcoming Objections
- Goal Setting
- Teamwork and Collaboration
Certification
- CSP - Certified Sales Professional
- Lean Six Sigma Certified
- Design Thinking Certified
- Agile Basics Certfied
Timeline
Senior Account Manger
Dell Technologies
01.2022 - 01.2024
Ground Crew Worker
Warwick Pile Driving And Crane Service
07.2021 - 01.2022
GOAL Trainer
Verizon Wireless
01.2020 - 07.2020
Customer Service Coordinator-Operations
Verizon Wireless
05.2019 - 08.2021
Customer Service Supervisor
Verizon Wireless
05.2016 - 12.2019
New Hire Coach
Verizon Wireless
02.2015 - 04.2016
Technical Solution Rep, Retention, Customer Care Escalations
Verizon Wireless
07.2014 - 01.2015
BA Business Administration - Business AdministrationMarketing FocusIT and Business Development
Strayer University
High School Diploma -
Dover-Eyota High School