Relationships are the key to delivering excellent customer service. To ensure this philosophy is carried out on a daily basis, Telecom Brokerage (News - Alert) Inc. has once again expanded its national channel manager division, naming Ryan McKenney as a new Channel Manager.
The role of a national channel manager, according to TBI senior vice president Ken Mercer, is to recruit, support and build strong relationships with sub agents, regionally and based on past relationships.
He noted that it allows TBI to support and find agents they may have never had before, while also creating a personal relationship between the agent and the channel manager that may not have existed in the past.
McKenney brings to TBI 10 years experience in communications systems management. A graduate from Ohio University, he went to work for Qwest (News - Alert) Communications in Dublin as an IVR Engineer directly after graduation. This was a significant time for Qwest as the company had just completed the merger of Qwest and U.S. West only weeks before and the company was in a period of transition.
"My most enjoyable time at this position was when I was working with customers establishing their Interactive Voice Response service with Qwest," said McKenney. "I started to realize that I should transition my career away from telecom engineering, to a sales/customer service focus."
When an inbound BMG sales position became available in Denver, Colo., in November of 2002, McKenney transferred. He remained focused on this area and thriving until 2005. He was then promoted to senior account executive for the emerging "Feet on the Street" program.
"This role was natural career progression and is where I began to focus on more 'relationship building' with customers and referral partners - as opposed to the transactional selling in the BMG call center," said McKenney.
Even as McKenney brings this value to TBI, the company is still looking for national channel managers across the country. "We are always looking for senior, experienced channel managers that know the industry, technology, and successful performers in our sector," Mercer said.
In other TBI news, the company announced in March took part in the ADTRAN (News - Alert) YOUunified tour. ADTRAN set out to personalize unified communications by bringing together employees, customers, vendors, partners and all necessary players to make business communications work.
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Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Erin Harrison