Technical Sales Professional with over 5 years of experience in sales engineering with a consultative approach. Ability to develop productive relationships with customers through understanding requirements and developing solutions to solve complex business challenges. Proven ability in helping enterprise and channel partners embed cutting edge technology to help drive growth through new business development.
Skills
Salesforce CRM Software
Solution Selling
Sales Process Engineering
Strong Technical Acumen
Product Development
Problem Resolution
Planning and Coordination
Process Improvement
Team Management
Business Operations
Customer Service
Relationship Development
Go-live, Process Engineering
API, Process Improvement
Benefits, Product Development
Business Operations, Product management
C, Protected health information
Case management, Quality Assurance
Closing, Research
Coaching, Selling
Contracts, Sales
Conversion, Sales support
Corporate training, Salesforce CRM
Client, Scheduling
Clients, SQL
Customer satisfaction, Strategy
Customer Service, Supervision
Documentation, Team Management
Driving, Technical sales
Features, User support
Functional, Technical documentation
Help desk, Triage
IVR, Upgrades
Leadership
Meetings
PowerPoint presentations
SharePoint
PBX
Phone system
Problem Resolution
Experience
Solution Sales Specialist, 12/2017 - Current Iqvia Holdings Inc – San Bernardino, CA,
Provided expert technical sales support to life science, healthcare technology, and pharmaceutical clients to help solve for business challenges by delivering OneKey reference data and software solutions.
Utilized Salesforce, Confluence, and SharePoint, during sales cycle in order to document customer requirements and gather technical specifications for product management team.
Created PowerPoint presentations, RFPs, and statement of work contracts for net new and existing customers.
Interfaced with clients from C-Level all the way to the technical integration team.
Grew OneKey reference sales revenue over $750,00 and maintained existing business by identifying, qualifying and closing sales opportunities.
Performed annual business reviews on site and remotely with customers to help drive product utilization and overall customer satisfaction.
Achieved over 100% quota for all of 2019.
Elevated brand recognition by promoting OneKey API features and benefits to secure high-value accounts from key competitors.
Recommended improvements to customers and demonstrated potential cost reductions and process improvements.
Led interdepartmental meetings with development, providing voice of customer feedback to enhance future product performance.
Product Support Manager, 12/2014 - 12/2017 Home Depot – Lacey, WA,
Provided exemplary training and coaching to a team of 25 product support specialists and three product support supervisors.
Developed user support experience and strategy training courses with corporate training team.
Collaborated with product development to implement a custom Salesforce case management system that was converted from a homegrown ticketing system.
Worked with external vendors on moving entire organization from homegrown PBX phone system to 8x8.
Developed and maintained technical and non-technical documentation on Jira and SharePoint that was utilized internally and externally.
Provided timely customer resolution and actionable feedback to development team on major and minor product challenges.
Assisted product development in building out configuration self-service tools to help customers better manage their Sentrex and Sentinel RCM SAAS products.
Provided onsite and remote training to customers post go-live implementations and conversion upgrades.
Produced and updated KPI reports for executive leadership on client satisfaction.
Product Support Supervisor, 12/2012 - 12/2014 Horizon Hobby Inc – Champaign, IL,
Managed day-to-day operations, including the supervision and assignment delegation for 16 product support specialists.
Worked as a liaison with Sentry's Audit, Compliance, Development, Implementation, Sales, and Quality Assurance teams to optimize customer experience and satisfaction.
Managed IVR and help desk call rotation scheduling.
Collaborated with product development in developing an automated case triage, and assignment solution.
Provided advanced product support on the Sentinel RCM, and Sentrex products that required use of protected health information (PHI).
Supervised and trained product support specialists to provide exceptional customer service by \driving retention and satisfaction.
Senior Product Support Specialist, 12/2011 - 12/2012 Ultimate Kronos Group – Bakersfield, CA,
Assisted the Product Support Specialist team in providing exceptional customer service to Sentry customers through research and resolution of support cases.
Communicated solutions to internal and external customers.
Analyzed functional and technical data elements provided by customers.
Resolution was provided in accordance with agreed client metrics to ensure customer satisfaction.
Created documentation to enhance the client knowledge base experience.
Transferred cases that required SQL and algorithmic code evaluation to tier two technical client service support.
Documented known product challenges and enhancements to the development team for resolution.
Assisted hospital and pharmacy clients with post-sales support for 340B cash plan solutions.
Trained pharmacy clients with generating custom reimbursement reports by utilizing API solution.
Education and Training
BS: Biology, Expected in 2007 - Nova Southeastern University - Davie, FL GPA: GPA: 3.46, Completed courses that concentrated on biomedical and pharmaceutical sciences.
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