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Corey Townsend

@coreytownsend

Strategic accounts manager at Uniti Fiber who increased customer retention from 75% to 90% and preserved $430K annually.

United States

Message

At Uniti Fiber/Windstream Fiber, I manage strategic accounts across Georgia, aligning data and voice solutions with client needs. I improved retention from 75% to 90%, preserving $430K annually.

I manage a 143-customer sales pipeline and more than $2M in yearly account revenue across Georgia, Alabama, Florida, and Mississippi using Salesforce. Strategic account plans increased revenue from $2M to $2.2M.

At Sprint, I managed an eight-person team that designed retention processes using Lean Six Sigma, reducing attrition from 12% to 10%. I also led a 30-person team implementing an enterprise Amdocs CRM platform for more than 800 users, reducing resolution time by 30%.

Earlier, at Amdocs, I supported CRM implementation and integration planning for the AT&T/Cingular merger, coordinating requirements across as many as 30 workstreams. My experience also includes network engineering, technical application consulting, and program management.

Experience

Work history, roles, and key accomplishments

Current

Account Manager, Strategic Accounts

Current

Uniti Fiber/Windstream Fiber

Jul 2022 - Present (4 years 2 months)

Managed strategic accounts across Georgia, focusing on customer retention and account growth. Improved retention rates by 15% and developed strategic account plans driving revenue growth.

Salesforce Strategic Account Management Customer Retention Account Planning Competitive Analysis Sales Forecasting Account Based Marketing Data Analysis

Career Break

Self

Mar 2018 - Jul 2022 (4 years 4 months)

Increased leadership skills through managing a self-owned travel company alongside family commitments.

Operations Manager/Chief of Staff, Consumer Sales - East

Sprint

Mar 2016 - Mar 2018 (2 years)

Improved sales-organization coordination across 24 states as Chief of Staff to the East Area President. Strengthened executive decision-making with C-suite reporting and presentation support.

Program Management Cross functional Leadership Executive Reporting Strategic Planning Process Improvement

Regional Performance Manager

Sprint

Sep 2015 - Mar 2016 (6 months)

Delivered sales and service analysis for the Regional President, achieving 3% sales growth over 6 months. Identified process improvements through operational research.

Sales Analysis Customer Journey Mapping Operational Research Process Improvement Net Promoter Score

Program Manager III, Care Network Management

Sprint

Aug 2006 - Sep 2015 (9 years 1 month)

Managed an 8-person team designing retention processes using Lean Six Sigma, reducing attrition from 12% to 10%. Led a 30-person team implementing Amdocs CRM for 800+ users.

Lean Six Sigma Team Leadership Amdocs CRM Vendor Management Process Improvement Project Management

Senior Consultant, Software Development

Amdocs

May 2005 - Aug 2006 (1 year 3 months)

Supported pre-merger AT&T integration planning by implementing Amdocs CRM solutions. Delivered rollout of 7 billing-product applications and coordinated up to 30 concurrent workstreams.

Amdocs CRM Software Development Project Coordination Requirements Gathering Billing Systems

Technical Application Consultant

Sprint

Mar 2003 - May 2005 (2 years 2 months)

Increased customer retention by 10% by managing regional customer needs post-contract. Served as primary contact for escalations, achieving 96% resolution within 3 days.

Customer Retention Escalation Management Technical Support Network Implementations

Network Engineer

Sprint

Jul 2000 - Mar 2003 (2 years 8 months)

Improved service quality by 5% and supported 300% growth in monthly activations for ION product. Reduced customer downtime by 20% through optimized maintenance procedures.

Network Engineer Testing Protocols QA Maintenance Optimization Network Infrastructure