DARLENE R. WILLIAMS
 [Send email to request phone number] 76-2892 (h)  [Send email to request phone number] 63-2467 (c) 
 
http://www.linkedin.com/in/darlenerwilliams
 

SUMMARY

Accomplished manager with proven track record in customer relationship
management, contract administration, project coordination and sales operations
support. Highly-organized with keen eye to detail. Known throughout career as a  
 go-to    person for problem resolution. Numerous awards received for providing
unparalleled customer service and support.

EXPERIENCE

AT&T
1978  *  2009

PROVEN ABILITIES & RESULTS

Contract Administration

Contract Specialist
Provided contract administration & support for eight-state business sales region
with 100+ Sales Executives. Contracts worth over $20 million annually.
 *  Ensured adherence to Sarbanes-Oxley rules for credit approval and contract
processing. Performed quality reviews of all contracts to ensure that no
unauthorized changes had been made, thereby protecting business from potential
losses. 
 *  Represented the Premier Client Group segment of Business Sales in a project
to reduce contract implementation intervals. Prioritized information then
delegated to peers for further investigation & resolution. Escalated within other
departments as needed to move contracts forward in the process. Reduced contract
implementation intervals by 75% within 6 months from start of project.
 *  Maintained detailed contract inventories to aid sales teams with strategic
account planning. Served as Subject Matter Expert for all contracting tools.
Conducted training sessions for entire sales region, as needed, for updates to
contracting processes. 

Assistant Field Marketing Manager
Assisted Marketing Manager with proposal creation, contract generation and
training for Business Sales.
 *  Assisted sales executives with preparation of price quotes, proposal
generation and responses to RFP  's. Researched customer data to determine net
effect on revenue to business when reduction of rates were proposed; Escalated as
needed to obtain pricing requirements to maintain/win client business. Provided
ongoing training to sales associates regarding pricing, contracting and
optimization policies. 
 *  Recognized the need for a comprehensive inventory of customer contracts
within the sales branch. Created an inventory of all contracts detailing start
dates, term and commitment levels. This inventory aided sales teams with planning
strategies for contract renewals. All sales branches were then directed to
maintain contract inventories. Recipient of Achiever  's Club Award for
Significant Contribution to AT&T. 

 
Project Coordination

Customer Project Manager
Managed complex voice & data telecommunications projects in deadline driven
environment for large and medium-scale accounts. 
 *  Met with clients to determine scope of project and gather information.
Issued requests for service using numerous databases, tracked critical dates of
projects & escalated as needed to ensure on-time installation of services.
Performed invoice reviews with customers to ensure accuracy of billing for
services sold.

Technical Design Associate
Converted voice & data private line communications circuits from analog to
digital technology.
 *  Created layout and path of digital voice and data circuits. Ordered    last
mile    access from Local Exchange Companies & distributed completed circuit
designs to technicians in the Central Office. Consistently maintained an accuracy
rating of 98% on all engineering documents issued.
 *  Served as member of Quality Assurance Team. Using the Quality Improvement
Process methodology, reduced engineering document defects within the district by
10%. 

Customer Relationship Management

Sales Assurance Manager
Provided account support to sales teams within Middle Markets Business Sales
division. 
 *  Assisted sales teams with preparation of client proposals by researching
complex issues and ensuring accuracy of proposal details. Conducted first bill
reviews with clients to ensure that services were accurately billed. Trained
customers on use of web-based invoicing tools. 
 *  Resolved complex billing issue for major client which created extreme
customer dissatisfaction. Worked with internal organizations to resolve issues
and took measures to ensure accuracy of billing going forward. Successful
resolution of billing issues led to customer signing a new 3 year contract worth
$100k annually. Received awards for both excellence in customer service and
outstanding support to sales district. 

Customer Service Associate
Supported clients in the placement of orders for non-complex services. 
 *  Worked with specified business clients in support of daily order activity
and billing assistance. Created online form as a means of providing clients with
status of new services ordered. The customer was extremely pleased and the form
was adopted throughout the center. Received Platinum Award for outstanding
customer service and contribution to the success of the organization. 
 *  Worked in Call Center environment to sell voice & data services to small
business clients. Provided quotes to clients and placed orders for service.
Followed through with internal departments to ensure services were installed
correctly and client was satisfied with performance of services 

AT&T POSITIONS HELD

Contract Specialist: 2004-2009 
Assistant Field Marketing Manager: 2000-2004 
Project Manager: 1997-2000 
Sales Assurance Manager: 1995-1997 
Customer Service Associate: 1993-1995
Technical Design Associate: 1986-1993
Customer Sales Associate: 1983-1986
Administrative (various): 1978-1983

EDUCATION

2003  *  2006, Attended University of Phoenix Online, Business Administration
degree program