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Skills

  • Clerical support
  • Scheduling understanding
  • Report writing
  • Hardware evaluation
  • Risk management processes and analysis
  • Data Management
  • Document scanning
  • Product testing
  • User interface understanding
  • Records management

Work Experiences

  • Started two key partnerships that resulted in a 54% increase in revenue.
  • Achieved high monthly feedback scores.
  • Method helped me achieve $173,000.
  • Amassed 15 new qualified opportunities.
  • Increased the team's revenue by over $4 in sales.
  • Awarded Excellence Award for exceeding quarterly targets, generating $229,000 in additional revenue in 2017.
  • Achieved over 67% in contract renewals.
  • Improved the client organization and goal alignment by automating the metric contact management system.
  • Assisted various business groups with document organization and dissemination during acquisitions.
  • Achieved this in 2020.

Summaries

  • Schedule flexibility and the ability to travel up to 7% of the time.
  • Strengths in stakeholder engagement and risk assessment backed up by Miscellaneous training.
  • Dedicated Sales Representative with a track record of identifying prospects and converting leads to customers.
  • Representative is a multi-talented Representative who is consistently rewarded for planning and operational improvements.
  • Working with Agile and Scrum methodologies to meet project milestones within specified timeframes is a strong suit.
  • Recognized for using ingenuity and creativity to meet and exceed sales, revenue, and profit targets.
  • Highly skilled at hiring, training, managing, coaching, and mentoring sales and customer service representatives, as well as interacting with employees at all levels of the organization and the general public.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Expert in cold calling, strategic planning, and task prioritization with a focus on maximizing efficiency and sales success.
  • Customer-focused Sales Representative with 17 years of experience solving problems for clients.

Accomplishments

  • Awarded program for achieving 29% customer satisfaction within one year.
  • Streamlined onboarding and training operations, reducing time-to-productivity for new reps by 64%. Implemented changes to account setup processes.
  • Collaborated with team of 11 in the development of procedure.
  • Leveraged conflict resolution skills to maintain a 85% successful resolution rate in challenging client interactions.
  • Partnered with the product team to deploy a new service package, increasing engagement by 42% over the initial two years.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Successfully increased cross-sell/up-sell rates on ServiceNow by 57% through data-driven customer recommendations.
  • Reduced customer churn by 27% through tailored service strategies and personalized follow-up workflows.
  • Executed real-time metrics tracking during service escalations, resulting in improved resolution efficiency (up by 63%).
  • Consistently achieved top performer status in monthly customer satisfaction metrics, boosting Microsoft Excel sales by 49%.

Affiliations

  • National Speakers Association
  • Institute of Sales and Marketing Management
  • Certified Customer Success Manager (CCSM)
  • Society for Human Resource Management (SHRM)
  • American Sales Association
  • Toastmasters
  • Chamber of Commerce Raleigh
  • American Marketing Association
  • Association for Talent Development (ATD)
  • Customer Training & Education Association (CTEA)

Certifications

  • Customer Success Manager Certification by Pulse Academy
  • Certified KPI Professional by Beacon Labs
  • CX Leadership Certification by Customer Experience Professionals Association (CXPA)
  • Net Promoter Score (NPS) Fundamentals & Certification by Satmetrix
  • CompTIA A+ Technician
  • CompTIA Network+
  • Certified Customer Service Manager (CCSM) by the International Customer Service Association (ICSA)
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • Cisco Certified Network Associate (CCNA)
  • HubSpot Sales Software Certification

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