Valerie Anders
CA
Summary
Drives substantial revenue growth and profitability by spearheading initiatives to expand accounts, increase customer retention, and enhance customer experience; leverages 20+ years of telecommunications experience to consistently achieve key business objectives, accelerate product adoption, and promote customer loyalty.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Sales Representative
Tender Home Health Services
03.2025 - Current
- Currently increasing sales by developing referral business for a growing company; ensured a positive customer experience while serving as the single point of contact.
- Securing referrals by cultivating relationships with referring physicians, facilities, and hospitals.
- Utilizing the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and Google Suite to maintain sales records.
- Exceeded 100% of monthly goals, despite no prior experience in the highly competitive industry, demonstrating the ability to hit the ground running, and went above and beyond responsibilities to build positive rapport with customers.
- Won the buy-in of patients, doctors, case managers, social workers, and directors of facilities through strategic negotiation.
- Mentored new personnel, including fresh graduates, and individuals with no prior sales experience.
Independent Consultant and Coach
Prince of Peace Family Ministries
11.2023 - 01.2025
- Delivered pro bono consulting to nonprofits, optimizing operational strategies.
- Leveraged analytics to enhance marketing strategies for podcast “Everyday Preachers Answering Everyday Questions.”
- Coached individuals on career development through volunteering with Prince of Peace Family Ministries.
Senior Customer Success Manager
Block (SQ)
04.2023 - 10.2023
- Directed a remote team of 120 in the Business, Banking, and Risk division, overseeing customer service operations, and cross-functional collaboration.
- Led initiatives to optimize customer experience and service delivery through targeted training, process improvement, and stakeholder alignment.
- Cut response time by 40% and attrition by 23% via call center segmentation, and optimized team schedules.
- Refined work-from-home policies after resolving connectivity issues for remote customer service agents.
Director of Sales
AT&T
10.2020 - 04.2023
- Lead a 168-member sales team across Alabama and Florida, focusing on business, sales operations, and customer success strategies.
- Boosted revenue by 12% during COVID-19 by launching a curbside selling initiative with a touchless experience.
- Launched First Responder Program, creating targeted promotions to serve emergency services and drive brand loyalty.
- Improved NPS by 35% through customer-centric training focused on empathy, active listening, and proactive communication.
- Rolled out a 'Train the Trainer' program, enabling associate directors to upskill their teams in advanced sales techniques.
Associate Area Director of Sales
AT&T
09.2017 - 10.2020
- Expanded revenue by 40% in 4 months via partnerships with retail stores and innovative sales processes.
- Optimized profitability with trade-in strategy, reducing churn and enhancing customer retention.
- Boosted sales by 18% through 'Win Local' campaign targeting local businesses with retail managers.
- Led strategic sales reviews and executive presentations, influencing company-wide decisions.
Area Retail Sales Manager
AT&T
09.2014 - 09.2017
- Reduced attrition by 20% through strategic problem-solving and customer-centric initiatives.
- Elevated customer satisfaction to 91% with sub-20-second call response times by optimizing staffing and QC during peak hours.
Area Retail Customer Success Manager
AT&T
08.2011 - 09.2014
- Spearheaded partner training and stakeholder management with Apple, Target, Walmart, and Best Buy, driving sales growth and customer satisfaction.
- Led cross-functional teams, improving sales metrics and call center operations focused on CSAT.
National Account Executive
AT&T
08.2006 - 09.2011
- Managed account portfolios, ensuring client needs were met efficiently.
Retail Account Manager
AT&T
09.2001 - 09.2006
- Managed customer relationships to enhance satisfaction and retention.
Education
Education -
University of Missouri
Saint Louis, MOSkills
- Strategic account management
- Sales strategy development
- Risk assessment
- Team development
- Customer engagement
- Executive communication
- Negotiation skills
- Sales analytics
- Performance improvement
- Salesforce CRM proficiency
- Microsoft Office Suite expertise
- Google Workspace proficiency
- Oracle database management
- Workforce optimization
- Slack collaboration
Certification
- The 10 Pillars of Customer Experience
- Generative AI for Business Leaders
- Top 10 Rules of Highly Effective Leadership
- Championing the Customer in Everything You Do
- Get ready for Generative AI
- Event planning Foundations
Leadership And Awards
- Women of the Gulf Mentoring Program, 2021-2023
- Diversity and Inclusion Committee, 2021-2023
- AT&T Branding Ambassador, 2018, 2019, 2020
- Winner of Regional Accelerate, 2020
- 5x Summit Winner, 2007, 2011, 2015, 2019, 2020
Professional Highlights
- Grew annual revenue by 15% YOY, reaching $28.8M in 2022, by implementing targeted training on upselling, cross-selling, and lead qualification, significantly amplifying conversion rates at AT&T.
- Cut customer churn by 15-20% by championing comprehensive follow-up, conducting detailed need analysis, and shaping tailored upselling strategies at AT&T.
- Boosted customer satisfaction (NPS) from 50% to 83% at Block (SQ) through role-play exercises, targeted coaching, and quality assurance processes that elevated agent confidence and customer engagement.
Timeline
Sales Representative
Tender Home Health Services
03.2025 - Current
Independent Consultant and Coach
Prince of Peace Family Ministries
11.2023 - 01.2025
Senior Customer Success Manager
Block (SQ)
04.2023 - 10.2023
Director of Sales
AT&T
10.2020 - 04.2023
Associate Area Director of Sales
AT&T
09.2017 - 10.2020
Area Retail Sales Manager
AT&T
09.2014 - 09.2017
Area Retail Customer Success Manager
AT&T
08.2011 - 09.2014
National Account Executive
AT&T
08.2006 - 09.2011
Retail Account Manager
AT&T
09.2001 - 09.2006
Education -
University of Missouri