Kathleen Carbone

I have held several positions in the 33 years I have worked for GTE/Verizon/Frontier. I started in Operator services. I worked in Business billing. I worked at a phonemart. I was a residential and business sales representative. I won many presidential trips and other awards for my sales. Prior to my retirement I held the position of Customer advocate. I would identify outages and worked closely with local managers and technicians to get our customers services restored quickly. I currently hold the position of a Customer Success Account Manager (CSAM) I play a pivotal role in building long-term client relationships, driving service adoption, and ensuring customer satisfaction and retention. I have extension industry knowledge that include Understanding of telecom products (e.g., voice, data, cloud, SD-WAN, fiber, IoT, etc.) As well as having familiarity with regulatory requirements (e.g., FCC, CPNI) I have the ability to speak fluently about network performance, SLAs, provisioning, and billing I have a deep commitment to customer outcomes and satisfaction. This shows as I receive several perfect 10 score surveys from my customers every month. I am also very skilled in conflict resolution and expectation management. I work closely with several Account executives and our customers to identifies opportunities to expand revenue through renewals, upsells, and cross-sells as well as providing insights into emerging technologies and trends that benefit the customer. I thrive in a fast-paced, change-driven environment. I am able to navigate shifting priorities and rapidly evolving customer demands. I • manages pressure from outages, SLAs, or escalations with professionalism. Daily I Communicate clearly via email, calls, and in-person meetings with my customers and pee