Summary
Overview
Work History
Education
Skills
Websites
Certification
Awards
Languages
Personal Information
Accomplishments
Timeline
Generic

Trilia Alcendor

Atlanta,GA

Summary

Result-driven customer service professional with years of client facing experience and account management. Proven track record in demanding sales and trusted advisor for customers. Currently managing all of D-Tools western accounts, providing support to integrators in evaluating software and streamlining business processes to increase revenue and reduce costs.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Account Manager, Team Lead

D-Tools Inc.
Atlanta, United States
04.2021 - Current
  • Negotiated contracts with clients to maximize profitability.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Identified customer needs by asking questions and advising on best solutions.
  • Conducted market research to identify potential customers.
  • Analyzed client data and identified opportunities for growth.
  • Managed multiple accounts simultaneously while meeting deadlines.
  • Resolved customer complaints in a timely manner.
  • Collaborated with marketing team to develop promotional materials for clients.
  • Maintained accurate records of all customer interactions in the CRM system.
  • Solicited feedback from customers on their experience with products or services.
  • Attended trade shows and conferences as a representative of the company.
  • Participated in brainstorming sessions to develop new ideas for business development initiatives.
  • Acted as main point of contact in matters relating to client concerns and needs.
  • Developed successful customer relationships to boost sales opportunities.
  • Renewed existing accounts by building relationships with clients.
  • De-escalated customer interactions by providing alternative solutions to issues.
  • Developed and maintained relationships with key accounts to ensure customer satisfaction.
  • Created comprehensive reports on account performance and presented them to senior management.

Account Manager

D-Tools Inc.
Atlanta, United States
01.2020 - 04.2021
  • The CSM is responsible for customer retention and add-on sales to existing customers
  • This role has a dual reporting structure, with retention functions reporting to the Account Management Team Leader, and sales functions reporting to the CMO/VP Sales
  • The CSM is responsible for a territory comprising Asia-Pacific including Australia and New Zealand, western U.S
  • And western Canada, central U.S
  • And central Canada, Central America and South America
  • Developed and maintained relationships with key accounts to ensure customer satisfaction.
  • Created comprehensive reports on account performance and presented them to senior management.
  • Provided training and guidance to new Account Managers.
  • Negotiated contracts with clients to maximize profitability.
  • Conducted market research to identify potential customers.
  • Analyzed client data and identified opportunities for growth.
  • Managed multiple accounts simultaneously while meeting deadlines.
  • Resolved customer complaints in a timely manner.

Inside Sales Manager

D-Tools Inc.
Atlanta, United States
10.2018 - 04.2020
  • Managed a team of 3 Inside Sales Specialist
  • The first contact point for many customers, deliver a strong first impression (inbound and outbound)
  • Manage client opportunities in Zoho and ensuring all communications are accurately logged
  • Engage with customers across industries, company sizes and types to determine their needs and identify opportunities to fulfill their needs
  • Prospect, qualify and identify new leads, complete the discovery phase and schedule appointments with Account Executives
  • Educating leads on the software as well as benefits of an all in one solution
  • Prospect, qualify and identify new opportunities for Account Executives
  • Partner with Accounting and Technical Support team to resolve customer issues

Inside Sales Specialist

D-Tools Inc.
Atlanta, United States
08.2017 - 10.2018
  • The first contact point for many customers, deliver a strong first impression (inbound and outbound)
  • Manage client opportunities in Zoho and ensuring all communications are accurately logged
  • Engage with customers across industries, company sizes and types to determine their needs and identify opportunities to fulfill their needs
  • Prospect, qualify and identify new leads, complete the discovery phase and schedule appointments with Account Executives
  • Educating leads on the software as well as benefits of an all in one solution
  • Prospect, qualify and identify new opportunities for Account Executives
  • Partner with Accounting and Technical Support team to resolve customer issues

Retail Sales Consultant

AT&T
East Point, United States
08.2013 - 05.2017
  • Answered an average of 10 calls per day by addressing customer inquiries, solving problems and providing new product information
  • Greeted customers entering the store to ascertain what each customer wanted or needed
  • Described product to customers and accurately explained details and care of merchandise
  • Earned management trust by serving as key holder, responsibly opening and closing store
  • Politely assisted customers in person and via telephone
  • Provided an elevated customer experience to generate a loyal clientèle
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
  • Answered product questions with up-to-date knowledge of sales and store promotions

Education

Valdosta State University
Valdosta, Georgia

Skills

  • Trade Shows
  • Customer Relationships
  • Sales Techniques
  • Contract Negotiation
  • Territory Management
  • Account Management
  • Staff Management
  • Client Relationship Management

Websites

Certification

  • Lightroom Quick Tips: Portraits
  • Remote Pilot Certification

Awards

  • AT&T Service Excellence Award
  • 2015 Business Expert Program
  • 2016 Development Program

Languages

English, Full Professional

Personal Information

Title: Customer Success Manager, Team Lead at D-Tools Inc.

Accomplishments

  • AT&T 2015 Business Expert Program
  • AT&T 2016 Development Program
  • AT&T Service Excellence Award

Timeline

Account Manager, Team Lead

D-Tools Inc.
04.2021 - Current

Account Manager

D-Tools Inc.
01.2020 - 04.2021

Inside Sales Manager

D-Tools Inc.
10.2018 - 04.2020

Inside Sales Specialist

D-Tools Inc.
08.2017 - 10.2018

Retail Sales Consultant

AT&T
08.2013 - 05.2017

Valdosta State University

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Trilia Alcendor