Adrian Davis
Mandeville,Manchester
Summary
Results-driven professional with comprehensive experience in account management, focusing on building strong client relationships and driving business growth. Adept at negotiating contracts, resolving client issues, and aligning services with client needs. Proven success in fostering team collaboration and adapting to dynamic environments, showcasing excellent communication and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Account Manager - AT&T Mobility Loyalty and Sales
Sutherland Global Services
04.2023 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
Senior Operational Manager - AT&T Billing & Sales
Sutherland Global Services
08.2019 - 04.2023
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Team Leader - AT&T Billing & Support Sales
Sutherland Global Services
08.2016 - 08.2019
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Assisted in recruitment to build team of top performers.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Lead by example, demonstrating commitment and professionalism that inspired team members to excel..
- Built and maintained strong customer relationships, leading to repeat business and referrals.
- Implemented comprehensive reporting system to track team performance and identify areas for improvement.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Subject Matter Expert - AT&T DTV Billing and Sales
Sutherland Global Services
08.2014 - 08.2016
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for junior team, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to close sales.
- Enhanced team performance by providing expert guidance on critical calls to close sales and made strategic initiatives.
- Enhanced team productivity by leading specialized training on customer service, initiating and closing sales.
- Spearheaded development of ideas and strategy for customer engagement to provide sales leads.
- Facilitated coaching and training sessions to disseminate best practices in order to improve efficiency.
Billing & Sales Agent - AT&T
Sutherland Global Services
10.2013 - 08.2014
- Developed strong relationships with customers through excellent customer service.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Identified new areas of opportunity within existing accounts by offering additional products or services based on their needs analysis results.
- Leveraged CRM software to efficiently track leads, manage contacts, and monitor progress toward goals.
- Delivered engaging sales presentations tailored specifically towards individual customer needs, demonstrating a deep understanding of their concerns and desires.
- Enhanced product knowledge through continuous training and professional development opportunities.
- Served customers with knowledgeable, friendly support at every stage of their purchasing.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Set and achieved company defined sales goals.
- Maintained positive KPI targets such as customer surveys and Average handle time.
- Maintained current knowledge of evolving changes with products and services.
Education
Bachelor of Science - Mathematics & Economics (Yr 3 Incompleted)
University of West Indies
UWI, Mona, Kgn, JamaicaAssociate of Science - Applied Sciences
Jamaica College
Kingston, JamaicaSkills
- Account management & development
- Performance tracking & Staff management
- Client relationship management
- Networking skills
- Project management
- Contract negotiation
- Revenue growth & Sales expertise
- Business development and planning
- Data analytics
- Customer service
- Data-driven decision making
- Business process optimization
- Opportunities identification
- Leadership & Mentoring
Timeline
Account Manager - AT&T Mobility Loyalty and Sales
Sutherland Global Services
04.2023 - Current
Senior Operational Manager - AT&T Billing & Sales
Sutherland Global Services
08.2019 - 04.2023
Team Leader - AT&T Billing & Support Sales
Sutherland Global Services
08.2016 - 08.2019
Subject Matter Expert - AT&T DTV Billing and Sales
Sutherland Global Services
08.2014 - 08.2016
Billing & Sales Agent - AT&T
Sutherland Global Services
10.2013 - 08.2014
Bachelor of Science - Mathematics & Economics (Yr 3 Incompleted)
University of West Indies
Associate of Science - Applied Sciences
Jamaica College
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