Montgomery Street, San Francisco, CA94105(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 CurrentERP Utilization ManagerEcivis 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 11/2018Director Of Customer SuccessTROY 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 01/2015Inside Sales And Channel Support ManagerTROY 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 2002Bachelor of Arts Degree | West Liberty University, Liberty, WVGPA:
Expected in 1999Associates Degree | Paralegal StudiesWV Business College, Wheeling, WVGPA:
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