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Click here or scroll down to respond to this candidateAddress: 2383 Rochester Road, Sewickley, PAPhone: PHONE NUMBER AVAILABLEEmail: EMAIL AVAILABLEBusiness professional with diversified experience in sales, marketing and management in the customer service industry and other highly competitive businesses. Revenue driven with a flexible entrepreneurial style, utilizing creative strategies and team building to achieve bottom line results and growth. Sales Management New Business Development Contract Negotiation Leadership and Team Building Strategic Planning & Budgeting Process Improvement Project Management Effective Talent Recognition Energetic Team Player Operations Management Staff Development Highly Skilled Communicator PROFESSIONAL EXPERIENCECrown Castle USA, Canonsburg, PA 2/2007-8/2023National telecommunications company and nations largest provider of shared communications infrastructure Client Services is responsible for driving the vertical real estate post-sales license lifecycle to maximize revenue and cash flow while ensuring the highest level of customer satisfaction and retention. The objectives are achieved by proactively managing customer accounts to minimize aging and improving both internal and external processes. Senior Manager, Client Services 9/2012-8/2023 Managed customer teams that identified and resolved telecommunications tower rental, tower service and small cell/fiber aging issues. Managed functional team that handled license termination disputes and all three business lines of renewals to maximize cash flow and maintain the integrity of Crown Castles assets. Maintained and facilitated internal and external relationships while reporting progress to multiple levels of management and customer base. Provided reports on status of initiatives to all levels of management, areas, internal departments and customers. Managed a team that handled all tower/small cell accounts with a monthly run rate of $110 Million + and >90 aging % well below defined goal. Managed a team that handled the entire customer base of service accounts and affiliates at annual gross billings between $245-275 million. Created and implemented Service Delivery Aging Call Report throughout four Area teams and Sales Upper Management team. Provided analysis and guidance on the $230 million Sprint small cell termination agreement. Negotiated $1.8 million Metro PCS tower termination settlement. Created portal reporting for National Sprint and T-Mobile Customer Accounts to assist the area team in exception resolution to create increased cash flow. Human Resources- Staffing is responsible for providing staffing support to all departments and areas within Crown Castle providing the highest level of customer service while meeting all EEOC requirements. Manager, Staffing & Human Resource Information Systems (HRIS) 3/2011-9/2012 Managed staffing analysts and HRIS team to provide staffing solutions to all departments within the company. Advised and assisted managers with the hiring process enabling them to focus on core duties and meet all federal contactor guidelines. Provided monthly headcount reports to Executive Management team & Senior Management team to assist in yearly budgeting. Developed and implemented quarterly random drug testing for all drivers in motor pool. Developed strong relationship with employment agencies to assist in staffing needs both temporary and permanent. Executed agreements with multiple staffing agencies to provide service to hiring managers. Partnered with Compensation to onboard Global Signal Acquisitions, LLC, employees during acquisition. David S. ChapmanContract Management & Relations is responsible for driving the post-sales license lifecycle to maximize revenue and cash flow while ensuring the highest level of customer satisfaction and retention. The objectives are achieved by proactively managing customer accounts to minimize aging and leveraging license expirations and renewal options to increase revenue.Manager, Contract Relations 2/2007-3/2011 Managed customer and functional teams that identify, recommend, negotiate and communicate solutions addressing internal and external customer challenges of lease agreements to maximize cash flow. Maintained and improved exceptional internal/external relationships and communicated progress directly with all levels of management and customers. Accurately reported on forecasted receivables and customers cancellations to all levels of management, areas and departments to communicate impact on recurring revenue. Managed the Sprint Account ($30M/month run rate) and reduced >90 aging by $7.8M in 2007. Managed renegotiation project resulting in the resolution of 2,500 backlog expirations in 2009. Met and exceeded departmental goals in receivables and contract terminations. Successfully managed customer teams (Sprint/Nextel, Government Agencies, Local Accounts) as well as a functional team (Contract Managers).Educational Data System INC., PA CareerLink Mon Valley, Donora, PA 2002-2007 The first CareerLinks were formed early in 1998 to function as a cooperative effort to provide one-stop delivery of career services to job seekers, employers and other interested individuals and to provide quality customer service to the people of Pennsylvania enabling all customers to make informed choices. Business Development Specialist Coordinated the effort to sell the CareerLink business services to the designated industrial clusters most prevalent to the Mon Valley. Responsible for implementation and upkeep of the employer data portion of the Careerlink website within the defined geographical boundaries. Collaborated with local businesses to promote workforce development to Mon Valley area through various grants and workforce investment development projects. Helped in the development of the H2 Contact Manager Database. Promoted to Senior Business Development Specialist in 2003. Participated in both the Westmoreland Assists Native Talent (WANT) Job Fair Committee and Mon Valley Job Fair Committee.The Hartford Insurance Group, Affinity Personal Lines Sales Call Center, Fogelsville, PA 2000-2002 Headquartered in Hartford, CT, The Hartford is one of the largest insurance carriers in the country. The Affinity Personal line provides individuals with auto and life insurance options to a wide variety of people throughout the country. The Call Center in Fogelsville is an inbound call center, which consists of 50-75 Sales Agents assisting customers throughout the course of the day.Contact Center Resource Manager Coordinated inbound and outbound calls to sales agents in the in-house sales call center. Forecasted staffing requirements, made staffing recommendations to achieve optimum staffing efficiency. Worked with senior management and team leaders to develop effective sales contests to increase sales volume and identify outstanding sales agents. Finished 1st out of five call centers as the top producing center in the Personal Lines in 2001. Performance warranted the addition of the AARP contact to Fogelsville Call Center. Responsible for delivery of the service level objective of 80% of calls answered in 60 seconds. EDUCATIONBachelor of Arts in Communications, University of Pittsburgh, Pittsburgh, PA |
