Carol 'Beth' Hopper

Customer-centric focused management of 167 enterprise accounts. Emphasis on building rapport with customers through empathy, integrity, and being proactive vs reactive.

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.

University of Oklahoma