• Results-driven Professional with 30+ years of experience in account management, project management and customer service within the telecommunications industry.
• Strong interpersonal communication skills, key to building and maintaining positive relationships.
• Excellent analytical problem-solving and organizational skills.
• Proven track record of meeting timelines and exceeding expectations.

AT&T Corporation, Houston, TX 2013-Present

Account Manager

• Fulfill key account management position, focusing primarily on delivering high quality service to 20+ domestic / global commercial clients.
• Strategically identify client needs and develop individualized solutions to ensure fulfillment.
• Maintain open lines of communication with clients; promptly resolve inquiries and handle issues.
• Conduct in-depth research and devise highly effective business development strategies.
• Uncover prospective clients and form positive relationships.
• Participate in continuing education initiatives.

Key Achievements:

• Consistently rank within the 85-90 percentile success rate for error-free project completion and revenue retention.
• Revamped tracking process to improve query response / resolution time.

SBC Communications, Houston, TX 1999-2007

Communications Consultant

• Received merit based promotion due to strong leadership and organizational skills.
• Identified customer needs and made knowledge based recommendations to promote various telecommunications services.
• Developed data and voice communication solutions for large corporations.
• Serviced clients in various industries, including oil and gas.

Key Achievements:

• Exceeded 90 percentile for all billing and completion metrics.
• Recipient of President s Circle Award in 1999.

Southwestern Bell Telephone Company [SWBT], Houston, TX 1977-1999

Service Representative

• Provided high quality support throughout assigned territory; associated duties included management of orders and billing within consumer services department.
• Performed full-cycle account management; established rapport, maintained relationships and ensured overall satisfaction.

Key Achievements:

• Successfully increased collections metrics by 3% by revamping billing processes.
• Contributed extensively to special project at Rice University to improve connectivity.

Health Information Management Coursework Completed, Houston Community College

Relevant coursework completed in HIPAA rules & guidelines, medical terminology, anatomy and physiology.

Volunteer, Texas Children s Hospital [TCH]; 2008-Present

Contributed extensively to project migrating medical records to EPIC EMR; provided critical support to one hospital segment.