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JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary

Hands-on, results driven executive with excellent reputation for resolving problems, improving processes and driving overall operational improvements through developing a deeper understanding of activity, options and desired results and providing strategic direction. Dynamic and ambitious natural born leader leader with expertise in P&L accountability, business management and growth, B2B and B2B2C sales/sales leadership, general management, product development, operations, new business development involving F500, start-up, and mid-market organizations .

Skills
  • Strategic planning
  • Revenue growth
  • Sales proficiency
  • Brand enhancements
  • Key account development
  • Interpersonal communication skills
  • Change Control Processes
  • Budget administration
  • Staff mentoring & leadership
  • Presentation skills
  • Teamwork / Collaboration
  • Project Management
  • Software as a service
  • Customer Experience Improvement
  • Key Performance Indicators
Work History
11/2018 to Current ERP Utilization Manager Ecivis Inc | Pasadena, CA,
  • Fully implemented NetSuite ERP and CRM modules along with full data migration of accounting, inventory, customer and vendor data from legacy system in 10 months
  • Developed custom financial and sales reports allowing senior management to efficiently make critical business decisions
  • Developed and launched NetSuite Lead to Customer Process including Quotas and Forecasting
  • Documented 99 procedures and business processes and shared information with appropriate stakeholders
  • Mapped processes to holistically examine business flow and identify improvement opportunities
  • Evaluated and adopted new technologies to address changing manufacturing needs
  • Delivered in-depth training to users imparting knowledge of best practices for protecting data and minimizing errors
  • Created, modified, and executed 20 business processes to maximize client satisfaction
  • Documented meeting minutes and distributed to staff to facilitate follow-up and permanent record
  • Determined and recommended methods to address improvement opportunities
  • Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards
  • Implemented, developed and tested installation of NetSuite and all 3rd party software for all departments
  • Standardized job tasks and trained junior team members on industry best practices and standards
01/2015 to 11/2018 Director Of Customer Success TROY Group, Inc | City, STATE,
  • Responsible for overall sales processes, productivity and effectiveness of 33 individuals from TROY Account Manager team, Customer Service, Channel Support team, and Technical Solutions team
  • Developed strategic plan to differentiate customer experiences from competition which resulted in overall customer satisfaction rating of 98%
  • Achieved 3% department revenue growth by strategically creating key performance metrics to achieve both team and personal growth, financial and performance targets
  • Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals
  • Surpassed growth targets and revenue projections by coordinating and planning security product sales
  • Drove partner engagement, improved partner satisfaction and earned partner advocacy through program development, activity planning, communication strategies and relationship management that resulted in 5% revenue increase and 3% return reduction
01/2010 to 01/2015 Inside Sales And Channel Support Manager TROY Group, Inc | City, STATE,
  • Responsible for development and growth of 2 inside sales and 2 inside channel sales personnel by 5% YoY
  • Directed team of 10 customer service professionals assisting 2000+ customers
  • Managed call center and created call campaigns, metrics and KPI's
  • Investigated and resolved customer concerns and complaints
  • Maintained complete knowledge of all products, services and procedures
  • Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations
  • Planned and executed quotas, budgets and incentives
  • Conducted analysis to address reduction in customer returned surveys, which led to 50% increase in survey submission with 3% overall rating increase
  • Supported senior leadership, delivering weekly status and performance reports for continuous improvement
  • Partnered with cross-functional departments, including marketing, QA, laboratory, sales and product management teams to ensure all agents sustained current product, service and troubleshooting knowledge
  • Took full advantage of up sell opportunities with new and potential customers, resulting in $50K in revenue generation
  • Maximized efficiency by training staff on customer service and sales best practices and protocols
Education
Expected in 2002 Bachelor of Arts Degree | West Liberty University, Liberty, WV GPA:
Expected in 1999 Associates Degree | Paralegal Studies WV Business College, Wheeling, WV GPA:

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Resume Overview

School Attended

  • West Liberty University
  • WV Business College

Job Titles Held:

  • ERP Utilization Manager
  • Director Of Customer Success
  • Inside Sales And Channel Support Manager

Degrees

  • Bachelor of Arts Degree
  • Associates Degree

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