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Skills

  • Security systems
  • Collaboration with product development teams
  • Assistance with complex pre-sales inquiries
  • Process improvement
  • Operational improvement
  • Problem resolution
  • Advanced knowledge of Miscellaneous technologies
  • MS Office
  • Organization
  • Planning and coordination

Work Experiences

  • ServiceNow was delivered to customer locations by me.
  • Other members of the sales team received training and product support from me.
  • Handled customer orders, exchanges, and returns, as well as keeping customers updated on the status of their orders.
  • De-escalated irate customers with my communication and sales skills.
  • Worked with others to brainstorm new process possibilities.
  • Devised sales strategies for the launch of new products.
  • Planned logistics for Miscellaneous products and services delivery to customers across Raleigh.
  • Negotiated tender and contract terms in order to meet the needs of both the client and the company.
  • Achieved a 83% target for resolving technical queries.
  • Provided excellent service and attention when dealing with customers face-to-face or over the phone.

Summaries

  • Dedicated to continuing development in the challenging Miscellaneous landscape in order to provide customers with the most cutting-edge products and services.
  • Multilingual and fluent in French and Portuguese, with a strong grasp of cultural differences.
  • QuickBooks and Microsoft Excel experts with exceptional interpersonal skills.
  • Addressed technical concerns effectively.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Sales Support Engineer with stakeholder engagement and project management abilities.
  • Achieved recognition in 2022 as the top-performing Sales Support Engineer.
  • Looking forward to taking on a new challenge with a successful team.
  • Budget management in method settings and process improvement in cross-functional collaboration settings.
  • Self-starter with strong interpersonal skills and the ability to articulate and convey information at various levels of technical complexity.

Accomplishments

  • Enhanced CRM report functionality using advanced Tableau features, providing more accurate forecasting data that improved quota attainment by 63%.
  • Supported the product testing phase prior to customer rollouts, ensuring a 65% higher product accuracy during deployment phase.
  • Assisted in customizing and scaling CRM systems to better accommodate technical workflows, which led to a 20% increase in support ticket closures within SLA.
  • Reduced the average technical consultation time by 68% through the implementation of structured customer inquiry frameworks.
  • Analyzed customer feedback during post-sales support phase, which helped refine future product iterations leading to a 32% improvement in functionality.
  • Utilized Tableau to customize product configurations during client onboarding, shortening the average set-up time by 4 hours.
  • Played an integral role in cross-departmental collaboration to align technical and sales strategies, resulting in a 74% revenue increase in one year.
  • Worked closely with the sales team to tailor technical pitches, helping close 42% more deals in 6 months.
  • Identified and escalated technical roadblocks within customer environments, contributing to an overall 29% reduction in customer downtime.
  • Maintained full ownership of product demo environments, ensuring up-to-date configurations that enhanced client experience by 39%.

Affiliations

  • Certified member of the Customer Service Professionals Network (CSPN), focusing on customer satisfaction benchmarks and technical support strategies.
  • Affiliated with the North American Sales Engineer Council, specializing in pre-sales product presentations and feedback loop creation.
  • Member of the Global Technical Support Forum, focusing on advanced customer engagement techniques and first-contact issue resolution.
  • Continuous learning as a member of the Technology Services Industry Association (TSIA), focused on implementing better support strategies to increase customer retention.
  • Active participant in the IEEE (Institute of Electrical and Electronics Engineers) for 8 years, staying updated on industry innovations and standards in sales support.
  • Member of the Professional Association for Sales Engineering (PASE), with regular contributions to industry white papers on technical pre-sales strategies.
  • Regular webinar attendee through the Sales Enablement Society, enhancing support skills for technical sales closings.
  • Contributor to the Product Support Partners network, specializing in enhancing handover protocols between pre-sales and post-sales support teams.
  • Active participant in the Commission for Technical Sales Engineering, aiding in the development of future standards for technical sales professionals.
  • Maintained active membership in the National Customer Service Association (NCSA), focused on improving client experience through technical support optimization.

Certifications

  • Google Cloud Professional Cloud Architect - framework
  • Certified Public Accountant (CPA)
  • Zendesk Support Admin Expert - Zendesk
  • Certified Sales Support Professional (CSSP) - Harbor & Co.
  • Technical Sales Specialist Certification - SAP
  • Apple Certified Associate (ACA)
  • Certified Solutions Consultant (CSC) - Brightline
  • Certified Management Accountant (CMA) - Institute of Management Accountants
  • Certified ScrumMaster (CSM) – Scrum Alliance
  • Advanced Sales Enablement Certification - Vantage

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