Account Manager Customer Service

TERRI PELTON 518-***-**** ************@*****.***

PROFESSIONAL EXPERIENCE

CORNERSTONE TELEPHONE (FORMERLY MAGNA5 GLOBAL AND RINQSQUARED TELECOM) Regional Account Manager – 2012 – Present

• Manage technical sales of telecom, fiber, SIP trunking, coax, and digital fax for a customer based valued at

$300,000 annually. Source and qualify new leads and complete upsells to existing clients.

• Partner with the engineering and IT teams to facilitate installations of new and upgraded equipment.

• Serve as the primary point of contact for clients; address concerns and troubleshoot and resolve issues.

• Plan and facilitate weekly calls with top MMR accounts to proactively identify concerns or upsell opportunities.

• Maintain up-to-date knowledge of emerging technology to advise clients on new products and services. Selected Achievements:

• Routinely promoted to positions of increased authority and responsibility.

• Consistently achieved all quality, productivity, and customer service goals and targets.

• Implemented client retention strategies that significantly increased retention, retaining optimal annual revenue. Inside Sales Representative – 2008 – 2012

• Utilized consultative sales techniques to drive sales of telecom services.

• Sourced and qualified new customer leads and made appointment for Outside Sales Representatives.

• Maintained relationships with existing clients; managed client expectations and provided exceptional service to optimize client satisfaction and retention. Identified and secured cross-sell and upsell opportunities. Customer Service Representative – 2004 – 2008

• Served as a primary point of contact for customers; responded to customer inquiries via telephone, mail, and email. Investigated and completed troubleshooting of customer issues; escalated issues as needed.

• Completed calls to set up new service; sourced customer feedback to identify areas for improvement.

• Provided excellent customer service to ensure optimal customer satisfaction and brand loyalty. ARCH WIRELESS

Account Manager – 2000 – 2004

• Served as a primary point of contact for enterprise accounts in the medical and legal industries. Developed and maintained long-term relationships with clients to drive customer satisfaction and customer success.

• Set-up and completed troubleshooting of pagers, wireless, and telecom equipment.

• Prioritized support request and tickets; maintained and updated client documentation. EQUIFAX

Underwriter – 1988 – 1994

• Obtained and reviewed medical records to evaluate insurance coverage. Verified gathered documents during the underwriting processes, including financial, identification, and formation documentation.

• Facilitated communication with doctors and hospitals to complete transactions

• Evaluated risk using demographics, claims experience, predictive modeling, high-cost claimant review, etc.

• Completed periodic audits of underwriting files to ensure accuracy and appropriate documentation.

• Prepared information on adverse underwriting decisions as needed. EDUCATIONAL BACKGROUND

ALBANY HIGH SCHOOL

High School Diploma

SKILLS

• Technical: Microsoft Office (Word, Excel, PowerPoint), CRM Software, Salesforce, Google Workspace

• Industry: Underwriting Methodologies, Research, Data Analysis, Project Management, Customer Success

• Personal: Attention to Detail, Multi-Tasking, Prioritization, Organization, Communication, Presentation

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