Customer Success Advocate II - Lumen Technologies, Inc. - Tulsa, OK
(2020-12 - 2026-07)
Customer-centric focused management of 167 enterprise accounts. Emphasis on building rapport with customers through empathy, integrity, and being proactive vs reactive.
- Doubled my retention quota from 2022-2023. Top percent of my team in 2025/26
- Ensure customer contracts are in term by leveraging renewals and re-rates accordingly to prevent customer churn.
- Onboarding customer: review contract obligations and billing options. Restated customer expectations
- Knowledgeable of company portfolio which enables me to ask questions and offer new solutions to customers.
- Provide quarterly customer account reviews to review account health and discuss customer's business and technology needs.
- Problem solve on behalf of the customer. Escalating as necessary to find resolution in the timeliest manner.
Client Support Manager - CenturyLink, Inc. - Tulsa, OK
(2013-12 - 2020-12)
- Managed and supported assigned customer accounts which enabled sales to increase selling time and less back-office support.
- Provided customers with updated inventories and quarterly reviews.
- Built and strengthened customer and internal relationships to promote growth and retention through defined, pro-active and on-going activities.
- Onboarding of customer: reviewed contract obligations, restated customer expectations, reviewed billing options and hierarchy
- Proactively managed customer risk by protecting existing customers and revenue health while mitigating customer churn, credits and minimizing write-downs
- Grew and retained existing revenue when possible, sought areas of opportunity to cross sell products and features based on customer and segment needs
- Monitored contract end-date and forecasting to manage renewal timing
- Improved overall productivity by minimizing sales' corrupt time by supporting non-revenue generating sales activities and partnered with support organizations for best value and efficiency
Lead Sales Support Associate - Level 3 Communications, Inc. - Tulsa, OK
(2011-05 - 2013-12)
- Managed required responses and forms from multiple teams during order preparation
- Expedited sales process by facilitating requests with appropriate internal groups, coordinating completion, and ensuring timely responses
- Performed administrative changes to internal quoting system, including workbook order entry.
- Assisted Sales team with Pricing and Quoting group requests and sales credit verifications
- Assisted in sales funnel management by identifying committed sales
- Tracked sales orders through sales cycle process to insure proper order submission and delivery
- Assisted with billing issues and resolution
- Facilitated service inventory investigation
- Provided support to sales staff as needed
Inside Sales Account Manager - Level 3 Communications, Inc. - Tulsa, OK
(2008-11 - 2011-05)
- Maintained and grew revenue of assigned customer base
- Acted as a liaison between customer and internal Level 3 departments to gain resolution on outstanding issues
- Focused on customer retention through renewal of existing customers contracts
- Negotiated new sales, upgrades and renewals
- Prospected within assigned account base, timely follow-up, completing required paperwork, properly utilizing internal resources to advance and close sales, consistently attaining monthly sales quota, continuously learning about processes and products
- Developed and maintained accurate revenue forecasts, managed quota funnels and forecasts.
