PROFESSIONAL EXPERIENCE

Confidential

Customer Experience Program Manager

Responsibilities:

• Provided options to execs for a CRM. Once selected, built out the platform for optimal customer case handling
• Selected an Order Management System, Set - Up; Inventory, Create Sales Order Template and custom fields. Manage all orders.
• Selected a VOIP phone system and set-up all extensions, call recording, be the voice of auto attendant
• Became a self-taught expert on the product by studying all materials and demoing the product multiple times
• Created a troubleshooting guide and public support knowledgebase
• Recruited, hired, onboarded, trained and managed customer service representatives. Realtime monitored call center.
• Championed proactive support emails to the customer with tips for troubleshooting common issues and questions. Selected a mass email client, import customers, create templates, pull together content, design the email and send out.
• Created work instructions, SOPs and customer instructions
• Continually created and improved automation of processes
• Acted as an agent for portions of every day. Interacting with customers and solving cases
• Worked with Manufacturing to create the fulfillment strategy for various stages in the customer experience

Confidential

Training, Development and Quality Program Manager

Responsibilities:

• Learning the internal processes that effect the customer experience
• Fixed gaps in processes
• Auditing hundreds of support cases in the Salesforce CRM and E-Commerce data that lead to bad reporting
• Implemented new standards in data entry and case handling
• Audited over 1000 incoming customer support cases to ensure accurate and adequate data
• Reworking the UI of the CRM to effectively capture data
• Tracked the performance and productivity of the support team. Real time call monitoring of call center
• Installed new CSAT measures that were in sync with Salesforce to ensure ease of reporting
• Developed SLA’s, Metrics and KPI’s for teams in the Customer Experience
• Submitted bug issues and UI improvements through JIRA for the portal development team
• Documented processes and meetings (data entry)
• Data entry of all processes, including Visio workflows. The largest project is a 150 plus page customer experience reference manual.
• Utilize Google Docs, Sheets and slides to organize processes and collaborations
• Contributed to marketing strategy

Confidential

Demand Generation Program Manager

Responsibilities:

• Monitored all acquisition programs including conversions, pipeline and revenue impact. Regularly report on all acquisition efforts and conduct deep dive analysis
• Worked with the executive sales team, execute closed business and drive increased engagement with current clients, prospect and channel sales partners. Ensure successful execution and delivery against revenue and customer goals.
• Performed market analysis for industries or market areas we can best compete in, including and up to identification of sales prospects and research on candidates.
• Worked with the India Team to track their productivity, assess incoming prospects and delegate to our US SalesTeam. Provide weekly reports on all activity and metrics.

Confidential

Sr. SaaS Account Executive

Responsibilities:

• Q1 and Q2 Sales Leader 2015. Exceeding quota by 20%
• Sales Enablement: Condensed from a typically large packet of over 40 pages of client campaign information, into a campaign sales training one sheet that included all of the details to close a sale. I identified common objections, created an intro script, value statements, closing script, closing process (hierarchy and data entry) and identified other products that would fit the various company campaign targets to increase upsell opportunities.
• Employee Development: Trained new employees and recorded their feedback. Discerned actionable insights from this for the CMO and Founder. I created a best practices sheet for the Merchant Sales Rep Team. Call process, meeting prep, and designed a system in the cloud for logging case studies, training materials and sales team requests. Worked closely with cross- functional teams to identify, prioritize, and create case studies. Productivity went up by 50% after I implemented new training processes.
• SaaS Application: Contribute to the development of internal SaaS platforms in the areas of: User Interface, Functionality, and User Experience. Logged errors and collected feedback from a test team of users.

Confidential

Sr. Account Executive

Responsibilities:

• Sales Achievement: First 8 weeks here, I exceeded the 90 day sales revenue expectation by + 500%. Executed a contract worth six figures.
• Sales Enablement: Create sales presentations and shared them with the in house sales team to help them reach their sales goals.
• Marketing: Conducted market research, gleaning insights into consumer behavior and preferences to ensure accurate targeting of advertising campaigns.
• Customer Success Management: Developed campaign-management tools (e.g., creative briefs, workflow layouts, and project-tracking spreadsheets) that improved flow of communication and elevated client satisfaction. Optimized keywords and overall ad process including bid management. Implement testing strategies to enhance the demand creation process, including landing pages, special promotions, content and product placement. I utilized various tools; CRM, AdMall, DoubleClick, Buzzboard, Google AdWords, Kantar, Scarborough, and Nielsen. In addition, I conducted competitive analysis for clients on a regular basis. Generated, evaluated and effectively communicated campaign results on a monthly basis.

Confidential

National Director of Sales and Marketing

Responsibilities:

• SaaS Dev/Lead Generation: Originated a new SAAS web application named My Agency Connect, designed to become a leads source for digital projects revenue. I crafted the marketing collateral, website content & wire frames, lead generation, and sales tools for this project. I identified and attended industry networking events to build relationships with creative agencies. Cold calls, social media selling and networking were utilized to build the sales pipeline.
• Digital Marketing: Managed social media content, SEM/ Google AdWords, SEO, CRM selection and implementation, project management, and overall marketing and sales strategy at Confidential .
• Project Management: I worked with a global / offshore team to keep projects on track. Translated the client’s needs to the development team. Drove adherence to our timelines.