Over seven years of combined practical experience in all phases of technical software consulting, implementations, and sales engineering (Pre-Sales and Post-Sales) for various industries. Acts as technical liaison, accurately assessing client business requirements, recommending and implementing technical solutions to resolve complex business issues. Strong relationship builder and client facing skills and experience Excellent analytical, technical, and problem solving skills Effective verbal and written communication skills within all levels of an organization Ability to manage multiple projects, responsibilities and competing priorities in a fast paced environment Achievements: Successful track record in all phases of software sales lifecycle for various industries using solution selling, Customer Centric Selling and consultative approach Team player assisting in growing recurring monthly revenue by 30% Responsible for all RFPs and RFIs for corporation Arranged complex sales and service relationships to positively impact client investment and business value Assessed and translated client business requirements to research and development, implementation, and product development teams Acted as consultant and trusted advisor for business process improvements for new and existing clients Conducted advanced-level presentations and training classes on systems and processes for both clients and internal teams including sales staff Subject matter expert for various types of software including CRM, Social Media Monitoring, Knowledge Management, Property Management, Quality Analysis, and Telephony.
Highlights
Interactive Intelligence Customer Interaction Center (ICCE), SQL Management Studio, Bolder Thinking Cloud Telephony, SharePoint 2013, MS Office (Word, Access, Excel, PowerPoint), ePowerCenter, RealDialog, MICROS Opera Property Management System, MICROS Point of Sale, Hilton's OnQ Property Management System, Oracle Reports Builder, Windows XP, Windows Vista, Windows 7, Windows Server 2003, Windows Server 2008 R2
Accomplishments
Experience
01/2012 to Present
Solutions ConsultantAdobe Systems Incorporated – Berwyn Heights, MD,
Astute Solutions is a pioneer in leveraging customer service as a strategic application.
Since beginning in 1995, they have delivered customer service software and services that help companies build and strengthen customer relationships while creating significant value through each interaction - in the contact center, on the Web, and in the field.
Provide support to both internal and external sales personnel in an effort to continually grow revenue and service our new prospect and customer's needs Function as a primary technical resource in the development of value proposition and technological capabilities Communicate project solution requirements, roles, and responsibilities for both the customer and during the pre-sales process Develop and design documentation and supporting materials Act as subject matter expert to President, VP of Sales, and Business Development team Demonstrate a command of product knowledge to fulfill both technical and business requirements Proactively develop and design new techniques and industry related scenarios to better demonstrate products Facilitate and lead presentations of software features, functions, and benefits to prospective clients Lead in-depth product demonstrations and created tailored prototypes for prospective clients Respond to prospective customer inquiries by preparing corporate response to RFPs/RFIs.
01/2012 to 09/2012
Systems AnalystVisa – , CO,
Researched, resolved, and responded to complex questions received via incoming telephone calls, emails, or chats Proactively educated clients on technical solutions Provided step by step verbal and/or written instructions on technical solutions to users to ensure user satisfaction and productivity Completed a trouble ticket for each call which included the customer's name, issue and steps taken to resolve the issue Followed-up on open tickets with customers Escalated issue to Sr.
Support Tech if unable to resolve issue within acceptable time frame Created documents outlining obscure or rare technical issues and research done to resolve the issue Facilitated scheduled phone training sessions on Astute Solutions' technical solutions to clients Provided quality analysis for new software releases Manufactures and sells computer hardware, software, and services for the restaurant point of sale, hotel, hospitality, specialty retail markets, and other similar markets.
02/2009 to 08/2010
Implementation Specialist – , ,
Documented, including preparation of training outlines, of client specific databases ad report packages, based on client specifications and established standards Analyzed centrally developed client specific database, reports, documentation, and related applications to ensure that all client requirements are met prior to system installation Consulted with clients to determine and review hardware, software, or system functional specifications and obtain initial client sign-offs prior to system installation Conducted end-user staff and management training which includes staging and setup/breakdown of equipment, to ensure a smooth installation process and minimize post-installation support requirements Provided live support coverage at client sites on and after the system live date Addressed client issues list and obtained final client sign-offs to validate satisfaction with the new system.
Education
Expected in
Bachelor of Science: Human and Consumer Sciences Ohio University - Athens, OH GPA: Human and Consumer Sciences
Skills
ad, benefits, Business Development, computer hardware, hardware, client, clients, customer service, databases, database, documentation, features, frame, functional, management training, materials, MICROS, Access, Excel, MS Office, PowerPoint, SharePoint, Windows 7, Windows, Windows XP, Word, Oracle, personnel, presentations, Property Management, quality, research, retail, Sales, SQL, strategic, Telephony, telephone, phone, Vista, Windows Server, written
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