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Anthony Petraglia Customer Service Representative

Toronto

SUMMARY

 

Representative specializing in a Corporate Analyst Environment / Sales Environment / Customer Account Management Environments and Request for Proposal Environment with over 22 years of professional experience.  I have gained extensive knowledge and developed an appreciation and understanding for providing a consistent high level of excellent customer service. Recognized as being autonomous, resourceful who enjoys new challenges, as well as being result driven in resolving problems while finding new solutions by using best practices within the industry.

 

Computer knowledge: Windows, Word, Excel, Power Point, Outlook, Matrix, Salesforce, Webfocus, Enterprise Data Warehouse (EDW), eCare, eReporting.

 

 

Competencies include:

Ø  Analyzing customer requirements
Ø  Promoting products & support material
Ø  Systems implementation
Ø  Problem solving
Ø  Managing major accounts
Ø  Planning and coordinating expedites
Ø  Logistic Support
Ø  Training and supervising new personnel
Ø  Defining and automating processes & procedures

Ø  Analyzing ROI’s credit adjustments for Medium & Enterprise accounts

Ø  Contract and Proposal management.

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Ø  Responsible for managing major corporate accounts

Ø  Implementing new procedures to improve & streamline migration process.
Key Accomplissements :
v  Created & implemented new eReporting tool for Corporate Customers – 2010

v  Negotiated & signed contract with Autovision Wireless for 10500 units – 2012

v  Negotiated & signed contract with Hydro One for 4500 units – 2014

v  Ovation award – Bell Mobility – Outstanding Employee and colleague – 2003

v  GOC RFP awarded for 200,000 plus units 2016 to 2017

 

PROFESSIONAL EXPERIENCE
Bell Mobility – Request for Proposal Specialist (Toronto)                                       2014-Present
Ø  Providing complete professional documents with most up to date information being requested

Ø  Manage process from beginning to end through kick off and touch point meetings

Ø  Being able to quickly identify and dissect key elements of the RFP/RFQ/RFI in order to save time and meet key deliverable dates

Ø  Able to quickly determine which SME is responsible for criteria within Proposal

Ø  Strong analytical business sense through years of experience which assists with accuracy and efficiency

 

 

Bell Mobility – Corporate Sales Business Analyst (Toronto)                                       2009-Present
Bell Mobility is Canada’s largest wireless network communications company which sells & provides the most comprehensive and innovative services to residential and business customers in Canada.
Ø  Validating and processing customers ROI’s

Creating and maintaining customers price list and profiles for Enterprise and Medium accounts

Ø  Assisted and tested phases of New Implications with new Companies on billing system ex: Etelesolve

Ø  Presented group trainings for internal teams on new contracts

Ø  Responsible for creating new eReporting tool in 2012

Ø  Ensured continuously professional and friendly customer service/sales support

Ø  Planned and Prioritized urgent requests

Ø  Executed ways to and presented new changes to the Sales desk department in order to maximize work efficiently and increase sales.

Ø  Maintaining funnel/prospects

Ø  Meeting monthly quotas in sales and renewals of Small Business’s

 

Bell Mobility – Corporate Sales Desk Representative (Toronto)                                     2007-2009
Ø  Provided ongoing Customer service and related du Managed accounts ranging from Government institutions to Nationwide corporations

Ø  Supplied small and large businesses with leading-edge billing support and execution. Combined with unparalleled technique expertise

Ø  Successfully delivered complete value-added solutions with a business class approach for each client’s individual needs

Ø  Consulted on core products,  ranging from data devices and application

Ø  Validated and processed customer ROI’s

Ø  Created and maintained customer price lists and profiles for Enterprise/Medium accounts

Ø  Coordinated with production department regarding availability Promotional SOC’s

Ø  Planned and prioritized urgent requests

Ø  Approved requests for renewals of existing customers

 

Bell Mobility – Business Service Center – High Value Representative (Toronto)           2005-2007
Ø  Defined and automated processes, procedures and provided logistics support

Ø  Ensured continuously professional and friendly customer service and/ or sales support

Ø  Managed accounts ranging from Government institutions to Nationwide corporations

Ø  Supplied small and large businesses with leading-edge billing support and execution. Combine with unparalleled technical expertise

Ø  Successfully delivered complete value-added solutions with a business class approach for each client’s individual needs

Ø  Handled escalations for Enterprise and Medium accounts

Ø  Responsible for High Valued Customers that requested extreme care

 

 

 

Bell Mobility – Various positions                                                                                        1995-2005

 

Ø  Bell Wireless Alliance Swat Team Representative (Calgary/Banff)

Ø  Corporate Activation Representative   (Toronto)

Ø  Activation Agent  (Toronto

Various Employment                                                                                   1985-1995
 

PROFESSIONAL TRAINNING / STUDIES
Wireless Code of Conduct Training – Bell Mobility                                                            2013

 

Sales Force Training – Bell Mobility                                                                                    2011

 

Visual Basic Training – Bell Mobility                                                                                   2010

 

ROI – Return On Investment Training – Bell Mobility                                                    2008

 

Matrix NM1 Training – Bell Mobility                                                                              2005

 

Equifax Credit Training – Bell Mobility                                                                                2001

 

Corporate Activations Training – Bell Mobility                                                                   1999

 

CSR Training – Bell Mobility                                                                                                 1995

 

Music/American Jazz – YORK UNIVERSITY                                                                             1990