CONSULTANT ACCOUNT Summary This letter express interest I believe skills qualifications make viable candidate opportunity. Below brief summary skill set consideration. I confident experience professional dedication enable provide organization skills expect staff. I look forward meeting you. I contacted 404 Skills PROFESSIONAL SUMMARY Experienced, results oriented Customer Service Supervisor proven record achieving business goals objectives. Adept communicating levels management, sales, internal departments coordinate overall customer experience efforts. Demonstrate success implementing executing key projects. Leadership (14 years) Process Improvement Proven Project Management Skills (1 year) Strategic Account Planning Manage Cross Functional Teams Strong Analytical Skills Customer Experience/Retention Excellent Negotiation Skills Experience Consultant Account 12/2014 Current Company Name Responsible strategic tactical execution project management initiatives support account management workgroup. Define project scope, goals deliverables support business goals collaboration leadership key stakeholders. Drive online portal utilization strategies approaches increase business automation. Launched Core Team promote business automation 20 points (Q1 44% Q2 64%) Drive evaluate best practices determine approaches customer relationships. Driving record breaking results Customer Loyalty Index (South #1 9.73%) record breaking survey score South's Net Promoter Score 83% Drive evaluate ways minimize churn, protect Verizon's customer base Audit Certify action plan initiative drive desired results Collaborate field partners drive opportunities penetration VES accounts Proactively conduct analysis identify root causes data trends across key account management metrics. Verizon Business Government Customer Operations Supervisor Account Management (Global Enterprise Advisors. 09/2013 12/2014 Company Name City State Define, develop implement strategic account plans encompassing AR reduction, business automation utilization, monthly audits proactive servicing. Led Self-Serve Execution team South Area (Initiative) Communicate customers, management internal departments coordinate account projects outlined strategic account plan. Delivered strong engagement account level able overcome substantial opportunities inherited relationships; 88% Customer Relationship Survey 1H2014 Top Supervisor Team Net Promoter Score 87% 2H2014 Professional experience continued Novella Walton Phone: 404-556-7261 Email: Novella.Walton@VerizonWireless.com Page 2 2 Lead direct forward thinking Global Enterprise Advisor team servicing fortune 100 customers. Assisting Sales renew existing contracts, introducing new services via migrations. Strong 2Q Leadership Net Promoter Score improvement, 69% 100% June July Manage provide sales services 15 key enterprise contracts representing $8-10 million revenue base. Supervisor Account 05/2011 09/2013 Company Name Provide support internal external customers equipment order processing account maintenance transactions National, Major, SMB Accounts. Partnering Business Sales Channel service customers, assist escalations, handle large research requests required. The focus complete requests sent Workflow Manager accuracy timely manner ensuring commitment times customers maintained. This role provide online support needed answer account, equipment ordering, My BIZ/VEC related questions. National Account Business Service Center Supervisor 03/2005 05/2011 Company Name City State Responsible working peers provide alternative successfully increase quality productivity measures. Implemented strategies reduce churn <> Offer alternatives scripting increase customer satisfaction net promoter scores. Interface training identify training needs assign SMEs (subject matter experts). Monitor track phone team's performance intraday reporting systems. Evaluate individual performance daily interactions, audits, monitoring feedback. Education Training Bachelor Arts Communications 1984 Mercer University City State Communications Skills Account Management, Process Improvement, Sales Additional Information Awards Recognitions 2006 Top Team Award (August October) Ranked #1 17 Supervisory Teams 2006 4th Quarter Leader 2009 Winner's Circle Award (Alltel Migration) Projects Strategic Churn Reduction Team Center Champion release implementation OneSource S.E.L.F (Supervisor Enrichment Leadership Fundamentals) Alltel Migration Project NSA Account Team Supervisor June 2004 Mar 2005 Consumer Support CMA Supervisor May 2000 June 2004