Troy Brown
Plantation,FL
Summary
Customer Success Advisor/Manager adept at efficiently managing clients' inquiries, billing, and administrative tasks. Over 12 years' experience managing post sales lifecycle, maintaining billing and contract procedures for Federal Government and large Business accounts while maintaining high customer satisfaction. Provide customer a single point of contact for customer management and ensure service deliver compliance. As an account manager working cross-functionally with other departments. Capable of setting priorities to achieve goals and meet operational deadlines. Highly productive with the ability to effectively manage accounts after sales team acquires a customer's business. Demonstrated success in promoting process improvements and best practices. Motivated individual with experience in customer service. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
23
23
years of professional experience
Work History
Associate, Client Billing Program Rates
Element Fleet Management
2021.03 - Current
- Ensure contract and program enrollment data inputs are accurate and meet credit & pricing approvals, lease eligibility and compliance guidelines
- Prepare and provide reports for leadership and other business partners when needed using queries
- Review, analyze billing data and assist with business system testing
- Oversee contract maintenance process and reporting
- Assists in creating and updating client set up procedures and required
- Administer new lease and loan rate set up and change of existing rates
- Monitors error reports ensuring timely activation of units with contract validation errors
- Responsible for multiple process including customer escalations, monthly bill validation, month end reporting and monitoring of security deposit returns
- Provide feedback and assistance with moving billing week validations from excel and PowerBi to Alteryx.
Analyst
Randstad
2020.11 - 2021.03
- Responsible for carefully analyzing the details of E-rate contracts to ensure that the terms are equitable
- Researches and analyzes E-rate program transactions to identify potential program violations and or fraud risks
- Review applications, invoices, and supporting documentation for eligibility determination based on E-rate program guidelines
- Conducts reviews of applications submitted by schools and libraries for discounts for internet access, internal connections, basic maintenance of internal connections, and managed internal broadband services and equipment
- Analyzes program transaction to identify potential program violations
- Review eligibility based on guidelines provided and processes invoices for discounts on equipment and services according to program guidelines.
Retail Investment Services Associate
T. Rowe Price
2019.09 - 2020.11
- Under direct supervision, assists clients by responding to inbound phone calls, electronic correspondence, and other inquiries regarding company products, services, and procedures
- Taking ownership of customer requests by navigating through the nuances of their situations
- Actively listening to understand the underlying needs of a customer's request
- Understanding the suite of products and services available across multiple channels (digital, face to face, high net worth, etc.) and position appropriate solutions based upon the customer's need
- Time manages multiple responsibilities daily: overall support by building customer rapport, planning, and implementing projects that proactively prevent account issues which consist of account analysis, rate plan analysis and account audits
- Provides direct interface for daily operational and customer service support
- 103% Key Performance Metric YTD
- Twenty-one percent Improvement Y/Y in Key Performance Metric.
SR FINANCE ANALYST
Verizon Wireless
2018.02 - 2018.12
- Timely and accurate submission of invoices in electronic invoicing systems (WAWF, EDA and IPP)
- Review purchase orders for adequate funding and work with contracting officers to resolve and discrepancies
- Thorough understanding of Excel consolidating substantial amounts of data
- Explanation of trends in data with graph, show cause and effect analysis, professional presentation
- Responsible for defining, planning, implementing, and closing out all projects related to account issues and customer request
- Pro-active account audits to ensure accounts are set up according to contractual guidelines, suggesting alternative services and plans as identified
- Provide monthly reporting to Government customers such as Rate Plan Analysis and Trend Analysis using Excel formulas, pivot tables and Vlook up
- 100% Audit Compliance 2018.
SR GOVERNMENT ACCOUNT MANAGER
Verizon Wireless
2007.10 - 2018.02
- Managed an $119,999,550.53 million Federal Account for Navy FISC and Navy Marine Corp
- Served as Single Point of Contact for billing/finance for Navy FISC, The Secret Service, United States Coast Guard, DHHS and EPA
- Reviewed and administered contracts and modifications by the Customer/Contract Line-Item Number (CLIN, SLIN and ACRN structure)
- Responsible for contract management and administration in accordance with company policies, legal requirements, and customer specifications
- Performed billing and payment responsibilities as well as dispute resolution
- Extensive Experience with Salesforce for reporting, analysis, Quarterly Business Reviews for Executive leadership and creation and execution of action planning and funnel management activities
- Conducted site visits with the Federal Government Agencies to build relationships
- Responsible for defining, planning, implementing, and closing out all projects related to account issues and customer request
- Pro-active account audits to ensure accounts are set up according to contractual guidelines, suggesting alternative services and plans as identified
- Provide monthly reporting to Government customers such as Rate Plan Analysis and Trend Analysis using Excel formulas, pivot tables and Vlook up
- Responsible for research of disputes and communication within the contracted turnaround times.
IR RESPONSE COORDINATOR
Verizon Wireless
2005.10 - 2007.10
- Responded to customers email inquiries
- Interface with Sales, Financial Services, Legal and Marketing Teams to ensure all customer needs are being met
- Make recommendations based on customer needs
- Understand various wireless cellular equipment and their technical specifics, including cellular phones, data products/services and associated equipment
- Process changes
- Issue appropriate credits to customer accounts
- Write and proofread responses that ensure customer satisfaction
- Aid peers which display knowledge of the job
- Complete ongoing training to stay abreast of product, service, and policy changes
- Provide training, direction, and delegation to other associates.
ENTEPRISE CUSTOMER SUCCESS MANAGER
Verizon Wireless
2004.11 - 2005.01
- Employed Life Cycle Management techniques to improve performance in strategic priorities including churn, customer relationship, and digital contact
- Worked closely with the key stakeholders to maintain a continuous flow of information specific to project status, and to identify potential issues and/or opportunities
- Built and maintained internal and external partnerships with sales, IT, and finance to find mutually beneficial solutions for customer challenges
- Identified and executed complex action plans to drive account growth, loyalty and customer experience as sales differentiators
- Drove online tool enablement and adoption, proactively develop strategies and solutions for complex challenges
- Track, escalate, and set a plan for technical issues and provide solutions as needed.
LEAD COORDINATOR, CUSTOMER SERVICE
Verizon Wireless
2001.10 - 2004.11
- Served as the point of contact for supervisor
- Provide coaching to customer service reps
- Supported customer needs by fielding diverse questions about issues such as available merchandise, current prices, and upcoming company changes
- Maintained customer happiness with forward thinking strategies focused on addressing customer needs and resolving concerns
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Education
High School Diploma -
Mergenthaler High School
Baltimore, Maryland06.1996
Skills
- Client Support-Liaison
- High value client relations
- Technical aptitude
- Salesforce
- Teamwork and Collaboration
- Policy analysis
- Customer Advocacy
- Data-driven decision-making
- Customer Account Management
- Report Analysis
- Customer Relationship Building
Timeline
Associate, Client Billing Program Rates
Element Fleet Management
2021.03 - Current
Analyst
Randstad
2020.11 - 2021.03
Retail Investment Services Associate
T. Rowe Price
2019.09 - 2020.11
SR FINANCE ANALYST
Verizon Wireless
2018.02 - 2018.12
SR GOVERNMENT ACCOUNT MANAGER
Verizon Wireless
2007.10 - 2018.02
IR RESPONSE COORDINATOR
Verizon Wireless
2005.10 - 2007.10
ENTEPRISE CUSTOMER SUCCESS MANAGER
Verizon Wireless
2004.11 - 2005.01
LEAD COORDINATOR, CUSTOMER SERVICE
Verizon Wireless
2001.10 - 2004.11
High School Diploma -
Mergenthaler High School
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