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Work Background
WindstreamMarketing Consultant
Jun. 2015Concord, North Carolina, United StatesGather necessary business requirements to translate into innovative technical solutions. Manage the project lifecycle when inputted in information technology database system.
► Oversee field questions from IT personnel to create important documentation, test the desired outcome through testing/analysis. ► Partner with full-testing teams to implement the E2E process.
► Analyze business processes and identify solutions or continuous improvements. ► Organize and maintain apriority list of projects for the marketing department to ensure the timely completion of tasks within the project roadmap. ► Develop an online product report to spearhead cost-cutting procedures and streamline communication for the entire organization.
WindstreamSenior Analyst
Apr. 2012 - May. 2015Concord, North Carolina, United StatesReviewed offline functions within the customer care team and reviewed for process improvements. Managed spreadsheets and submitted to IT team to populate into an online system that streamlined cross-functional collaboration across interdisciplinary teams.
► Conducted self-reporting of business processes to determine improvements for enhanced productivity.
► Categorized sales input errors to identify areas of improvement and potential system upgrades. ► Participated in business meetings and assisted the Vice President (VP) with meeting minutes.
► Liaised between multi-functional teams to gather critical business requirements based on projects.
► Resolved complex billing issues while working closely with senior leadership.
WindstreamCustomer Service & Sales Supervisor
Mar. 2004 - Apr. 2012Concord, North Carolina, United StatesSupervised and managed a team of 20 sales and customer service agents. Managed payroll processing, interviewing procedures vacant positions, goal review, and goal setting to implement continuous process improvement plans.
► Recognized for constantly exceeding sales objectives due to consistent training and professional development.
► Awarded fully paid company trips, prizes, and awards due to leading a high-performance sales team.
► Proactively resolved customer issues/escalations regarding billing inquiries.
WindstreamCustomer Service Team Lead
Jan. 2003 - Jan. 2004Concord, North Carolina, United States
WindstreamCustomer Service Agent
Jan. 1998 - Jan. 2003Concord, North Carolina, United States
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