Sales Customer Service
Resume:
** ****** ******, ********, ** *****
***********@*****.***
Theresa Plath Gerdon
Profile
Customer-focused, creative, multi-tasker, adaptable, with
background in sales support and operations, customer service and
financial practices; and keen understanding of cross functional
relationships and their impact on the business.
Experience
1993-2010 Mobileaware USA, Inc. (d/b/a Broadbeam Corp.)
Dayton, NJ
Held unique role in evolving company, which allowed me to be
involved in customer and partner interaction, while also
assessing the changing business needs of multiple departments
and implementing customized solutions yielding improved business
process and ultimately a better customer experience.
2006-2010 Sales Operations Manager & Renewal Coordinator
. Inside Sales role responsible for pursuit and collection
of all software maintenance renewals for product lines of US-
based and International-based operations
. $1.6M in annual maintenance revenue
. Achieved 86% renewal rate - the highest in the company's
17 year history
. Interfaced directly with customers communicating renewal
terms and negotiating discounts
. Processed incoming purchase orders and managed account
through order fulfillment cycle
. Insured timely and accurate billings of software, services
and maintenance confirming contract terms/quotes and
adherence to revenue recognition guidelines in order to
expedite billing and collections, while providing accurate
tracking of revenue attainment, avoiding undue
justifications during annual audits
. Produced ad hoc reports for VP Sales, CFO and CEO: weekly
pipeline/forecast/attainment, customer contracts, purchase
histories, pricing, product revenue and commissions
. Maintained customer data in CRM system (SFDC) providing
Customer Service, Sales and Management users with access to
the most up-to-date information regarding product
deployments at client sites and their support eligibility
. Interfaced with customers, partners and internal sales and
QA personnel on issues relating to contracts, billings,
purchase histories, and support cases management
1998-2006 Sales Operations Manager
. Defined value proposition and implemented renewal process
for software maintenance
. Increased renewal rate from 10% to 50% within 6 months of
implementation which yields $1.6M in recurring, annual
revenue
. Reduced unwarranted distribution of product
updates/upgrades by 85%
. Allowed Customer Support to operate more effectively by
allowing them to focus on those customers eligible for
support
. Supported direct and channel sales team
. Established sales training program for new sales personnel
to equip them with information on product line, company and
account history, and sales processes/systems which allowed
them to be functional upon completion
. Primary internal resource for Sales organization with
focus on supporting Sales Management and their efforts to
achieve annual objectives while serving as liaison between
Sales organization and Marketing/Finance/Customer
Service/Order Fulfillment
. Delivered timely, critical information to CFO, VP Sales
and/or VP Marketing on all aspects of the operation of the
Sales Department: revenue attainment, commission
attainment, lead progression, pipeline development
. Chosen, based on insight into business, as member of
multiple teams responsible for infrastructure changes which
positively impacted both the Sales organization and the
business as a whole:
. Team Leader for implementation of integrated CRM system
(SalesConnect/ConnectCare)
o Provided Sales force with tracking system for
account/deal status and access to relevant customer
support data - allowing them to work more efficiently on
closing deals with less time spent on reporting (savings
of approx. 3 hours per week/per Rep)
o Provided VP Sales with insight into individual and
group pipeline
o Provided Marketing with the ability to track progress
of target marketing campaigns and assess their
effectiveness
o Provided Customer Support and QA with mechanism to
ascertain eligibility of customers for support and/or
upgrades
. Member of implementation team which converted financial
system (from MAS90 to Softrax) resulting in:
o Automated, accurate tracking of deferred revenue
o Automated maintenance tracking system yielding timely
renewals
o Centralized, complete customer purchase database
. Managed daily activities of Sales Administrator and
Product Distribution Specialist
. Coordinated with VP Marketing the handoff of Marketing lead
generation campaigns to Sales and tracked/reported on
opportunity development
. Coordinated Sales Order, Invoice, Order Fulfillment and
Cash Receipts/Collections processes and dealt directly with
customers, internal Sales and QA personnel on issues as they
related
. Assisted in the coordination of annual company "kickoff"
meetings and quarterly Sales meetings
1993-1998 Manager of Finance and Administration
. Developed and administered procedures in "start-up"
environment to streamline sales order, product generation,
and invoicing, insuring that customers were in receipt of the
correct deliverable and timely, accurate billings
. Team member responsible for development of specifications
for company's first customer database
. Team member responsible for migrating financial records
from Quickbooks to ledger-based accounting system (MAS90)
. Established functional backoffice operations (A/R, A/P,
payroll, order fulfillment/product distribution, vendor
contact, office management) which streamlined business
processes, and allowed for improved records management
providing accurate and complete data to respective
departments and ultimately allowed us to better serve our
client base
. Coordinated multiple company relocations throughout greater
Princeton area
. Coordinated annual family picnics and holiday parties
1988-1993 Gerdon's Landscaping & Lawn Service
Old Bridge, NJ
Owner/Business Manager
. Responsible for all business and financial aspects of
commercial lawn maintenance and landscaping business
operating in Mercer, Middlesex, Monmouth, and Ocean counties
. Identified 3 lines of business and developed target
marketing plans and pricing structures for each
. Prepared and submitted proposals, handled contract
negotiations, invoicing, collections, and compiled income
and expense data required for annual financial statements
1983-1988 Applied Data Research Princeton, NJ
Technical Support Supervisor
. Managed support staff of 5 who provided
installation/maintenance/usage information via phone to ADR
field personnel and clients of mainframe email package
(ADR/eMAIL)
. Interfaced with clients and ADR field personnel in
troubleshooting 25 new cases daily
. 90% of all cases closed to customer satisfaction within 1
business day
. employed conflict resolution/mediation skills in order to
diffuse tense situations involving customers and internal
support and development staff to ultimately yield both a
resolution and satisfied customer
. Selected to represent product and company at user group
conferences
. Assisted in presales demonstrations and presentations
. Reviewed product documentation and training materials
during new feature development phase, developed demo scripts
highlighting new product features for sales force use during
presales demo
Education
Trenton State College
Ewing, NJ
. B.S., Business Administration
. Course Concentrations: Finance, Human resources, Business
Management
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