Sales Support Manager Resume , NY - Hire IT People

SUMMARY:

Dynamic and disciplined leader utilizing extensive experience both individually and with teams to advance company revenue and streamline business acumen.
Exemplary track record with diverse knowledge in operations and project management including customer support, project implementation, repair, client support and communications solutions while providing superior customer service.

PROFESSIONAL EXPERIENCE:

Confidential, NY

Sales Support Manager

Responsibilities:

Managed and monitored service level objectives and conformity to company policies
Order management and processing
Contract management
Project management
Enterprise customer base of 5k and above interfacing with business owners and agent channel support.
Manage tasks as set for new opportunities entered by the Sales Team for handling and follow up from Sales Management tool.
Billing analysis
Commission implementation
Contractual enforcement.
Establishing processes and procedures to smooth internal order flow and resolve bottlenecks
Primary trainer in multiple internal databases
Planned and reviewed processes and procedures with implementation and auditing.
Manage day to day performance and operation of inbound call center staff.
Handle performance feedback and improvement performance plans. Coordinate resources for team projects.
Order processing, contract reconciliation, mac - d changes and enforcement of contractual obligations
Carrier portal order provisioning and training
DS3, DS1, VOIP/SIP POTS, DID’s and toll free.
Galvanize external and internal relationships to streamline billing and account management to uncover new sales opportunities
Inbound call processing with external customers and agents
Provide detailed information for order submission. Internal correspondence with account managers, repair team and provisioning team in order to service new and existing customer.
MACD queue request, retention efforts, process cancellation request, payment processing, outbound dialing campaigns, new customer onboarding and billing courtesy calls, new customer quotes and duties as assigned.

Confidential, Rochester, NY

Customer Support Specialist

Responsibilities:

Responsible for account reconciliation, billing and proper coding for Bulk and Multi Dwelling Unit customers.
Project dedication to allocation of development codes for Enterprise customers with Cable and Dedicated Internet Services.
Implementation and launch of VOIP circuits for Business Class customers via Primary Rate Interface. installation coordination with offsite vendors and customers from initial order to install. Working with
Assuming responsibility for order submission to proper departments utilizing the online order system (Salesforce) to insure connectivity from Confidential to customer site.
Detailed documentation submitted to customers and management of all circuit information from testing to turn up and post-sales support.
Implementation of Local Phone lines, Cable and Dedicated Internet Service for Business Sales.
Order provisioning and installation coordination internal contractors and Technicians
Troubleshooter for issues concerning installs, features and system processing. Responsible for typing all orders and processing through OMSE, Salesforce, and ICOMS
Responsible for renewing revenue retention with existing customer base
Outbound calling campaigns to promote enhancements on existing services
Contract management

Confidential, Rochester, NY

Major Market Account Manager

Responsibilities:

Sales of local lines, Dedicated Internet, DS1, DS3,OC1, OC3, Metro Ethernet, DSL, and VOIP to Middle Market Accounts with $25k or less grossing accounts.
RFP/RFQ response.
Commissionable Sales.
Sales of local lines, Dedicated Internet, DS1, DS3,OC1, OC3, Metro Ethernet, DSL, and VOIP to Middle Market Accounts with $15k in revenue
RFP/RFQ response.
Commissionable Sales.
Active Liaison for Customer Accounts after the sale.
Dedicated Representative assigned to one Sales Account Manager and responsible for all installs, repair issues and upgrades of services for existing customers assigned to sales base.
Arrange monthly business meetings accounts ranging from Small Business Accounts to Enterprise Accounts to insure customer satisfaction. Commissionable Sales.
Liaison between Customer, Internal Technicians and Sales for installation of dedicated circuits, DS1, DS3, OC1, OC3, and local lines to customer site.
Detailed documentation submitted to customers, Sales and Client Services of all processing and timelines of all pending and completed installs.
Responsible for training customers on purchased Customer Premise Equipment.
Inbound call processing and Implementation of Local Phone lines and Dedicated Internet Service for Business and Residential Sales. Responsible for installation coordination with Confidential Technicians and order provisioning. Troubleshooter for issues concerning installs, features and system processing.

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Sales Support Manager Resume

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