Sumer Reed

• Complex Sales, Service & Billing support for our Mid-Market & Enterprise Customers
• Managed a portfolio of 50+ Dedicated Accounts – Eg:

Winnipeg & all Regional Health Authorities of Manitoba, School Boards, School Divisions & Universities of Manitoba, and City of Winnipeg

• Customized solutions to tailor services and equipment for customers
• Providing support to Sales Executives, Account Support Associates & Business Communication Consultants (IT Solutions Team)
• Instructed Peer-to-Peer training on Information Technology Services & Account Management
• Provided coaching, mentoring, and immediate troubleshooting as an acting supervisor for both Mid-Market & Enterprise representatives.

• Providing support to Field Service Technicians, Sales Executives, and Account Support Representatives
• Processing requests from Business Solutions sales channels quickly and with great attention to detail
• Working along with many other internal departments to identify errors on orders and process gaps to ensure a good customer experience and efficiencies in processes
• Initiated new processes for internal error reporting for quality control
• Completely developed quick reference guides and provided the side-by-side training/coaching to customer facing teams
• Team Lead working directly with Business Analysts on the implementation of new billing systems
• Safeguarding systems and product compliance.

• Extensive knowledge and experience with Small Medium Business practices and procedures pertaining to; Landline, Centrex Phone Solutions, PBX Phone Systems, Information Technology Services, Television, Internet, and Cellular lines of business
• Sold & Processed work orders to install, change, remove or restore service and provide billing information and/or adjustments
• Provided accurate, courteous and efficient customer service when dealing with customers inquires, requests and complaints
• Strong focus on sales targets & accurate documentation of forms, contracts and service agreements
• Was the Subject Matter Expert & Take over Rep for the new PBX Systems & Centrex Solutions training classes.

• Extensive knowledge and experience with all consumer practices and procedures pertaining to; Landline, TV, Internet (Total Internet) and Cellular (Consumer & Small/Medium Business) lines of business
• Strong focus on sales targets & accurate documentation of forms and service agreements
• Awarded with Top Sales several months consistently throughout years of service
• Completion of work orders with 100% accuracy, this ensuring customer satisfaction, loyalty, and retention
• Achieved a 100% on all customer satisfaction surveys.