Valerie Anders
Summary
Results-driven executive with 20+ years in B2B sales and progressive management at leading companies like Block and AT&T. Proven expertise in revenue growth, customer retention, and high-performing team leadership. Seeking a position in Sales/Customer Service to leverage strategic planning, a growth mindset, and a culture of accountability for surpassing sales targets and fostering enduring client relationships
Overview
22
22
years of professional experience
Work History
Senior Business Group Lead Customer Success
Block (SQ)
Birmingham, AL
04.2023 - 09.2023
- Aligned initiatives with organizational goals focusing on software technology to help prevent fraud.
- Led a remote business team of 120, achieving a 95% customer retention rate and fostering continuous growth with repeat and referral businesses.
- Reduced client response time concerning issues by 40%, resulting in a 15% boost in satisfaction scores.
- Implemented onboarding procedures, optimizing processes and elevating the Net Promoter Score from 50% to 70% in 6 months.
- Reduced reporting issues by 30% leading to a 62% increase with new add on services.
Director of Integrated Solutions
AT&T
Birmingham, AL /
10.2020 - 04.2023
- Secured a 15% revenue technology increase of $5.4M in 2023 through strategic leadership, cross collaboration, and driving data-driven growth with small to medium size businesses.
- Led a team of 168, including 14 remote direct reports across Alabama and the Florida panhandle, working with clients and teams listening to understand their needs, and translating vision into clear strategies.
- Improved Net Promoter Score (NPS) by 15% through KPI data analysis, data-driven behaviors, and focusing on enhancing customer satisfaction.
- Spearheaded successful product launches during COVID-19 resulting in a 12% revenue increase in technology sales and $180K within 3 months for new outbound calling locations.
- Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.
Associate Director of Integrated Solutions
AT&T
Saint Louis, MO
09.2017 - 09.2020
- Initiated the launch of the In-Home Sales and Business unit in 2017 delivering a remarkable 40% revenue sales increase of $1M within 4 months.
- Demonstrated proficiency in data analysis, managing CRM system Salesforce and Microsoft Dynamics 365 contributing to substantial revenue growth.
- Worked closely with the Business Team to spearhead the 2018 introduction of a first responder notification system, resulting in an 18% surge in market sales.
- Recruited, interviewed and hired employees, implementing mentoring programs to promote positive feedback and engagement, reducing attrition by 8%.
- Established performance goals for all employees and provided feedback on methods for reaching those milestones, focusing on behaviors not just results of KPI's.
Retail Area Manager
AT&T
Saint Louis, MO
08.2014 - 09.2017
- Delivered exceptional results through strong leadership skills in managing diverse teams across various locations.
- Cultivated strong business relationships which resulted in beneficial partnerships, new business opportunities and cost savings.
- Launched successful pilot programs for new products and services that were adopted companywide.
- Conducted ongoing staff development to help employees achieve growth within job roles.
- Proficiently utilize Notion and Salesforce for documenting interactions, promptly resolving issues, and capturing essential customer data.
Customer Client Success Area Manager
AT&T
Kansas City, KS
09.2011 - 08.2014
- Led a collaborative team effort to achieve a sub-20-second call response time, consistently maintaining a 91% Customer Satisfaction score.
- Implemented and monitored accountability metrics to align the learning strategy with the needs of learners, ensuring it generated desired business outcomes.
- Maintained an exceptional 93% Quality Assurance rate through real-time feedback and peer-to-peer coaching which also reduced attrition by 20%.
- Developed comprehensive training programs that transformed underperforming teams into productive, profitable teams.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
National Retail Area Manager
AT&T
Kansas City, MO / Saint Louis, MO
09.2005 - 08.2011
- Recruited, interviewed, and hired talented individuals bringing dynamic sales expertise to organization.
- Improved customer satisfaction ratings by prioritizing excellent service in all team interactions.
- Launched successful pilot programs for new products or services that were adopted companywide.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
Retail Business Consultant
AT&T
Saint Louis, MO
09.2001 - 09.2005
- Increased client satisfaction by providing tailored solutions for each business acquired.
- Handled problematic clients to maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Negotiated price and service with clients and vendors to decrease expenses and increase profit.
- Generated and grew pipeline within outside business to business environment (B2B) via calling, emailing and face-to-face interactions.
Education
UMSL
Saint Louis, MOSkills
- Solution-Oriented Problem-Solving
- Data-Driven Decision Making
- Tech Industry Consultative Sales
- Ambiguity and Startup Adaptability
- CRM Experience- SF/Microsoft 365
- B2B Revenue Commitment
- Strong Communication Skills
- Training and Development
- KPI Performance Driven
- People Management and Recruiting
- Customer Lifecycle Management
- Analytical Thinking
Accomplishments
- Block (SQ) Women of the Gulf 2023
- Block (SQ) Lead Trainer of Business and Banking 2023
- AT&T Brand Ambassador 2018-2023
- AT&T Summit Winner 2018-2022
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Business Group Lead Customer Success
Block (SQ)
04.2023 - 09.2023
Director of Integrated Solutions
AT&T
10.2020 - 04.2023
Associate Director of Integrated Solutions
AT&T
09.2017 - 09.2020
Retail Area Manager
AT&T
08.2014 - 09.2017
Customer Client Success Area Manager
AT&T
09.2011 - 08.2014
National Retail Area Manager
AT&T
09.2005 - 08.2011
Retail Business Consultant
AT&T
09.2001 - 09.2005
UMSL