Leticia L. Grigsby

Kennesaw, GA *****

779-***-**** / acsnm4@r.postjobfree.com

www.linkedin.com/pub/leticia-grigsby/2/829/69

Summary

Experienced Client Services, Sales and Marketing Operations professional with advance Salesforce.com experience continuously recognized for exceeding operation improvement initiatives by assisting sales in meeting their objectives. Experienced in research, requirements gathering/analysis, and communication, using innate analytical skills I possess the ability to see things from various prospective, in order to meet or enhance the needs of the business. With a goal to always exceed expectations, thinking creatively and using problem-solving skills to ensure that the company and end-users are satisfied. I have the ability and willingness to take initiative and dedicate the necessary time and energy to learn new information and identify new tools that will help enhance the business and ultimately increase ROI. I served as a representative for the marketing and sales team in interactions with internal business partners. Possess a track record of effective cross-functional collaboration and drive for continuous improvement. Experienced in working with multiple decision makers and have a proven ability to work cross-functionally. I have multi-industry experience which demonstrates my ability to adapt very quickly. Well-developed verbal/written communication, interpersonal, negotiation, problem solving, and time management skills. Demonstrating a customer focus attitude and philosophy.

Character Strengths

Project Management

Data Maintenance & Governance

Data Manipulation

Process Improvements

Report Management

Salesforce.com

Campaign Management

Research & Investigation

Analyze & Problem Solving

Policies & Procedures

Logistics

Territory Management

Requirements Gathering & Tracking

Intra-Department Communications

EPA & RCRA Compliance

Organizational & Time Management Skills

Travel & Accommodations

Client Services & Support

Consulting

Relationship Management

Trade Shows & Event Planning

Business To Business

2013 - 2014 Spark Award – 5 Time Employee Recognition Award Recipient

2007 Chairman’s Award Winner - Top 15 non-sales associates recognized in region

2004 & 2008 Spirit of Teamwork Award / Departmental MVP

February & August 2010 Departmental MVP

Career Progression & Select Accomplishments

Stericycle / Norcross, GA ~ April 2015–Present

Client Manager II

Manage multiple client accounts including communications and logistical activities. Assist with requirements or requests. Schedule and attend client meetings.

Responsible for managing, increasing and retaining $1.2 million annual revenue.

Articulate process rationale and strategy as it relates to accomplishing identified goals.

Obtain, discuss and follow-through on feedback from Clients.

Train clients on the use of available reporting options.

Investigate and response to client inquiries.

Ensure client expectations are met and exceeded in terms of quality of services delivered.

Identify and implement process improvements for coordinating activities between departments.

Serves as subject matter expert and escalation POC on new system enhancements. Disseminate information through tasks & sub-tasks assignments based on requirements.

Assists in the creation and preparation of business reviews, charts, sample, proposals…etc.

Works internally with various departments to estimate cost and budgets.

Coordinate data transfer, communication models and ongoing status meetings between departments.

Oversee client activity on a day-to-day basis.

Manage projects issues: scope-creep, change requirements, missed deadlines…etc. Resolve them and create a new plan with the assistance of key stakeholders.

Career Progression Continued: Leticia Grigsby Resume ~ Page 2

SafetyMax / San Francisco, CA ~ September 2014–March 2015

Account Manager, Client services (Independent Contractor - Virtual)

Initiate, track and follow-up with clients and other members of the sales teams. Following up on quotes, coordinating training, documenting product and service requirements and needs.

Generating quotes and proposals for products and services.

Scheduling appointments for Director of Major Accounts and creating follow-up activity in CRM system.

Respond to business inquiries from website, inbound emails and inbound telephone calls.

Manage and operate online help desk software…online chat, create & resolve tickets, providing product knowledge services and customizing help desk environment.

On-boarding new hires for support and contract product specialist positions.

Manage new and existing national accounts by building relationship and establishing Point of Contact at field offices while ensuring that they have the proper equipment and training on site.

Reestablishing relationships with orphaned accounts and determining if there are opportunities for future business. Manage Web Order Program.

Create content for marketing presentations, messaging, implement and manage email blasts.

Maintain and update data in CRM system, data clean-up and maintenance.

Create and maintain customized web order sites on SafetyMax.com’s website.

Manage marketing email blast campaign initiatives. Research bounced email lists…etc.

Create and maintain custom website portals for new and existing clients…i.e. custom order sites, product updates, page layouts etc…

vAuto (AutoTrader Group) / Oakbrook Terrace, IL ~ April 2012–May 2014

Salesforce Coordinator (Sales Operations Analyst)

Direct report to Marketing: Collaborate with Sales and assist in helping them manage their goals; support the implementation & tracking of sales incentives and bonuses. Assist with sales proposals and contract completion

Partner with Finance and Sales to ensure sales pipeline reporting is provided in a timely & accurate manner

Create and manage lead generation activities within Salesforce.com. Gather information, analyze and approve lead validations or opportunity ownership accordingly

Partner with the Sales, Performance Management and Finance Teams to drive completeness and accuracy of all content in Salesforce.com

Collaborate with management teams to identify new and more efficient ways to identify prospects and support the sales cycle.

Maintain a record of all prospect activity, lead, contact and account within Salesforce.com

Perform daily administrator duties as it relates to Salesforce.com

Work with sales leadership team to maintain and enhance lead quality and processes for team members in marketing, sales and performance managers in all stages of lead generation and opportunity pipelines

Work with key stakeholders to create and manage lead nurture processes and campaigns that will create a profitable sales pipeline

Define and report on the lead to close process and analyze campaign outcomes in detail

Collaborate with Sales Training and assist in training new hires

Produce weekly reports and monthly dashboards and analysis to demonstrate campaign progress on revenue, pipeline, marketing awareness through reports on leads, conversion, ROI, opportunities and revenue potential

Provide end-user support including record transfers, account merges, responding to process and system questions, updating record ownership, region and territory changes

Import & Export lists and prepare data for trade shows, email blasts or direct mail campaigns…etc

Analyze business processes and systems to identify opportunities for improvement

Troubleshoot data and system issues by using a combination of system expertise, company knowledge and detailed research/investigation

Create and manage dashboards and reports, Customize page layouts, create and update dependency fields, cases, create and edit user profiles and security level…etc.

Career Progression Continued: Leticia Grigsby Resume ~ Page 3

Accomplishments:

Experience in using the Agile Scrum methodology and practices.

Created process maps utilizing Visio to document business unit process flow.

Serves as liaison between various user groups and arbitrator to assist teams with compromising in system sharing

Serves as team subject matter expert to help define business requirements and turn requirements into system specifications for Salesforce.com

Develop and execute testing plans of enhance Salesforce.com features

Work with vendors (Appirio – Cloud Solutions Consulting Company) and internal developers to design applications meeting defined system specifications

Planning: define, communicate and manage change management process to develop and implement new system enhancements

Tool Configuration: work within a cross-functional team individually and collectively to develop, test, implement, document and update Salesforce.com

Testing: create and develop test plans, cases and reports to ensure quality and consistency

Platform Integration: work with development team to integrate and decommission various functions within the existing process

Perform basic system administration and configuration tasks: Testing and evaluations for new releases, data auditing and manipulation, report and dashboard development

Campaign development including coordination, report analysis and continual monitoring for progress

Define, maintain and optimize business processes in order to create efficiencies for the sales and marketing team. Protect selling activities and support sales best practices, business strategies and objectives.

DEX ONE R.H. DONNELLEY (formerly DonTech) / Tinley Park, IL ~ June 1993–September 2011

Reciprocal/Project Coordinator ~ 2005–2011 (Yellow Page Advertising)

Protected revenue, researched activities and gathered information concerning the Cross Sell Sales Agreement: Approximately $7 million of annual revenue

Functioned as a liaison between multiple clients internal and external…i.e...Legal, Finance, Operations, Sales, Marketing & Vendors. Specializing in Major and National Account Clients.

Resolved issues for sales regarding: account ownership, commissions, system related issues, assignment, daily sales tracking, procedures, reports & training.

Identified positive and negative trends as it related to cross sell: developed solutions and reported data to support operations and senior marketing team.

Developed action plans to manage workload and meet departmental objectives regularly. Updated and created procedural training materials.

Monitored cross-functional initiatives introduced company-wide (Change Management): analyzed data to Identify impact in regards to cross sell & company’s yellow page advertising account. Worked directly with Marketing – Branding and Change Management regarding numerous cross sell agreement amendments, logo and branding changes.

Accomplishments:

Member of the Salesforce.com Pilot & Implementation Team. Served as subject matter expert for Sales Support and Marketing as it related to Cross Sell/Reciprocal.

Initiated the implementation of centralizing Cross Sell Marketing collateral on the company’s intranet site, maintains the site regularly.

Reengineered cross sell workflow resulting in increased clerical turnaround, decrease in sales queries, reinforcement of cross sell agreement and increase in customer sells.

Served as a back-up to division operation manager and credit analyst position.

Served as Transition Coach for the reciprocal coordinator’s position (Company Centralized All Support Functions – Overland Park, KS).

Career Progression Continued: Leticia Grigsby Resume ~ Page 4

Support Operations Manager ~ January 1999–July 2005

Directed all Sales Support functions for sales division of over 75 Sales reps and Sales Managers processing and protecting 11.3 Million in annual revenue.

Oversaw 10 - 13 employees (receptionist & administrative professionals); balanced work rotations and managed deadlines.

Evaluated and delivered performance reviews; determining performance measurements and merits.

Conduct interviews for potential employees and operational reviews, career development, coaching and counseling.

Develop and present visual and oral presentations.

Developed recognition programs and competitions for support staff.

Directed quality control and accuracy in integration and adherence to all support functions (copy check, credit guidelines, publishing standards and authorization policies).

Partnered with Division Sales Manager to maintain cost savings for department and division.

Participated in monthly claim rebuttal meetings (cross-functional team to review improper coding of sales claims).

Restructured and managed the operational workflow of department to ensure successful and efficient sales closes.

Accomplishments:

Project Lead on AT&T Telco System Conversion and Workflow Modifications: Tested, identified and resolved potential issues impacting intra-departmental workflow, avoiding costly errors during transition.

Identified departmental need, tested, developed & created new position ~ Administrative Support position.

Project member for testing the Main Database System Conversions

Developed & Implemented Lead Referral and Lead purification Initiatives to assist sales with increasing sales.

Other Position held within rhd (Dontech)

Sales Administrative Assistant I, II & III ~ 1994–1999

Sales Assistant ~ 1994–1994

Receptionist ~ 1993–1994

Educations & Professional Development

Bachelor of Arts Liberal Arts December 2009 ~ Focus - Organizational Development / DePaul University / Chicago, IL

National Society of Collegiate Scholars Member

Expert use in: Microsoft Office Suite (Word-Access-Excel (VLOOKUP & Pivot Tables) -Outlook-Project Management-MapPoint) / Visio Software

Expert use in internal system: Salesforce.com ~ Marketo ~ Tinderbox ~ Data Loader ~ CRM Fusion Demand Tools ~ Winpure ~ Webex ~ Lync ~ Kofax Scanning & Imaging Software ~ Crystal Reports ~ Sage ACT Premium (CRM), SpiderEdit, QuoteWerks, Data.com, LiveHelpNow! (Online Help Desk Software), bMobile Route Management Software, RGA, CMS, CAMS, VMX, RPPS, URS and UL.

References and Endorsements (Please reference LinkedIn Profile)

Contact this candidate