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Skills

  • Review of contracts
  • Key account management
  • Sales presentations
  • Direct sales
  • Analytical problem solver
  • Database management
  • Time management
  • Business development and planning
  • Customer satisfaction improvement
  • Partnership development

Work Experiences

  • Worked to resolve issues with high-profile customers in order to maintain relationships and increase the number of repeat customers.
  • Established long-term business growth by building relationships with customers and the community.
  • Kept financial controls in place, planned business operations, and kept expenses under control while identifying and pursuing opportunities to expand business operations and increase profits.
  • Cut costs by 12% through client and distributor price negotiations.
  • Met established KPIs for the company, regional team, and individual performance through teamwork and customer focus.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Achieved $11 in contract renewals within the first year.
  • Worked hard to resolve one-of-a-kind and recurring complaints, as well as promote loyalty and improve operations.
  • Kept up to date on competitor products and pricing in the markets I served.
  • Hired 8 sales representatives over a three years period.

Summaries

  • Achieved 33% growth in customer retention.
  • Successful Sales Manager with 10 years of experience in developing and increasing category sales.
  • Achieved a 73% boost in lead generation.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Achieved Top Performer-level success.
  • Strict Customer Engagement Manager with category supervisory experience of 18 years.
  • Achieved onboarding improvement of 85%.
  • Successful Customer Engagement Manager with a passion for leading sales teams to new heights in revenue.
  • Achieved $13 in recurring revenue.
  • Within Computers Software, senior Customer Engagement Manager and outstanding performer in performance reporting and team leadership.

Accomplishments

  • Increased adoption of SAP within existing customer base by 41% after identifying and implementing targeted education and outreach campaigns.
  • Directed initiatives that increased cross-selling opportunities by 15% across Microsoft Excel categories, enhancing the overall customer engagement strategy.
  • Established strategic relationships with executives and sponsorship contacts across 2 accounts, resulting in a $14 in new business within the past year.
  • Collaborated with cross-functional teams (product, marketing, and engineering) to roll out customer feedback initiatives, which resulted in a 83% increase in customer satisfaction.
  • Crafted custom renewal strategies for key accounts, increasing renewal rate by 52% and securing additional recurring revenue of $3 for the company.
  • Successfully launched metric using HubSpot, playing a pivotal role in 65% reduction in customer support tickets related to the feature over the past year.
  • Developed and executed customer success plans that led to a 30% reduction in client churn and added $5 to recurring revenue streams in Denver.
  • Implemented optimized sales pipeline processes, leading to a 78% increase in lead conversation rates and an improvement in overall deal closure speed using Salesforce CRM.
  • Conducted data-driven customer segmentation projects that identified high-value clients, leading to a $8,000 increase in upsell and cross-sell opportunities.
  • Led customer satisfaction improvement initiatives that increased overall NPS (Net Promoter Score) from initiative to method in 2020.

Affiliations

  • Society of Women Engineers
  • Customer Support Leaders Forum
  • Association of Information Technology Professionals
  • National Customer Service Association (NCSA)
  • Toastmasters
  • Customer Engagement Leadership Council
  • CRM User Group Association
  • Customer Success Network
  • Digital Analytics Association (DAA)
  • American Marketing Association (AMA)

Certifications

  • Certified Business Analysis Professional (CBAP)
  • ServSafe
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Customer Success Leader (CCSL) from Cedar Works
  • Project Management Professional (PMP) from PMI
  • Google Analytics Individual Qualification (GAIQ)
  • First Aid/CPR Certified
  • Project Management Professional (PMP)
  • Microsoft Certified: Dynamics 365 Fundamentals
  • SHRM Senior Certified Professional (SHRM-SCP)

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