Sales Customer Service

Vicki Schifferli

San Carlos, CA 650-***-**** *****@**********.***

SUMMARY

Accomplished Executive with extensive leadership in sales, sales

operations, inside sales, customer support, and sales enablement for a

networking company. Skilled in building and leading cohesive, high

performing, cross-functional teams generating new and additional revenue.

Proven history of process improvements yielding increased 30% productivity

improvement while reducing costs. Customer-focused, viewed as the senior go-

to person for identifying and resolving service-related issues.

HIGHLIGHTS

. Skilled in managing the entire quote to order management

lifecycle, including large pre-sales opportunity, deals

desk, sales operations, direct sales, sales enablement,

sales training order management and customer support.

. Significant experience with strategic sales, including

creating and leading a bid team and deals desk, working

with Sales, Finance, Pricing and Legal and partners.

. Developed and delivered vertical market sales and

customer training.

. Experience developing customer solutions based on

vertical market applications and purchasing,

particularly government, education and medical.

. MBA, Haas School of Business, UC Berkeley

EXPERIENCE

Director, Business Sales Customer Care

AT&T, Inc. San Ramon, CA 2005-2008

Managed complex product sales support for the western U.S. business sales

teams with customers ranging from small business through large government

accounts, generating approximately $3 billion in revenue. Led a team of 135

employees supporting the implementation, order management, project

management, billing and service of complex data, Internet and voice

products. Provided support for direct sales as well as channel partners.

Sales Management

. Consolidated all western U. S. Business Sales Support

Managers into one organization, significantly reducing

expense while improving productivity by 30%.

. Effectively communicated and updated business strategies

and initiatives to all employees.

. Created process for distributing work among four Sales

Support Centers, adapting a customer relationship

management (CRM) tool to better facilitate the

allocation of resources.

. Responsible for service renewal process and incremental

sales.

. Support of inside sales team.

. Created process for tracking key performance metrics.

Sales Operations

. With the acquisition of AT&T, created processes to

support the addition of new AT&T Internet products both

domestically and internationally, reducing sales time

spent on implementation.

. Designed the methodology for the unique implementation

and reporting of complex products on the newly awarded

State of California contract, improving customer

satisfaction while ensuring contract compliance.

. Redesigned implementation process for Managed Internet

Service to reduce time spent by sales reps by 25%.

. Participation in development, delivering and review of

business plans with sales teams and Sales Vice

Presidents.

. Six Sigma champion.

Customer Relationship Management

. Senior management point person for addressing escalated

issues, providing a seamless interface between the

corporation and the customer for resolution.

. Identified and synthesized key information for

customers, while ensuring smooth order flow with complex

installations.

Director, Sales Opportunities

SBC, San Ramon, CA 1997-2004

Oversaw business development opportunities and sales operational support in

the state and local government, education and healthcare markets. Led a

multi-functional team covering competitive bids, education funding program

support and education applications.

Sales Operations Management

. Created first government and education bid response team

to project manage large opportunities.

. Successful wins include State of California (contract

worth over $1 billion), County of Los Angeles, County of

San Diego, California State University, Corporation for

Education Initiatives in California (CENIC).

. Provided operational support for Sales Vice President

with a revenue stream of $700 million and a budget of

$40 million.

. Responsible for relationship with Human Resources and

Finance, including compensation and forecasting.

. Participated in business plan creation and sales reviews

for Government, Education and Medical sales

organization.

. Effectively communicated on-going strategies and

initiatives for Government, Education and Medical sales

and cross-functional teams

. Leveraged partner relationships for key sales and

programs.

Sales Strategy and Planning

. Responsible for sales enablement initiatives.

. Created processes and support team for key education

funding programs, creating incremental revenue

opportunities and ensuring compliance.

. Led a team of Education specialists, developing and

leveraging education applications.

. Identified the need and teamed with vendors to launch

critical training classes aimed at the vertical market

sales teams, enabling better understanding of public

sector financials and solution selling.

. Identified, staffed and determined strategy for key

Public Sector customer events.

Director, Sales and Marketing

Pacific Bell, San Ramon, CA 1984-1997

Achieved increasing promotion and responsibility within the marketing and

sales functions for this provider of telecommunications and data

communications services. Managed sales planning and strategy, customer

support and training, channel and segment marketing and research.

Sales Management

. Created and led the branch responsible for local

government and education customers throughout Northern

California from Bakersfield to Oregon.

. Met or exceeded all performance targets including

revenue quota of $53 million and expense budget of $3

million.

. Responsible for inside sales to key accounts.

Customer Sales Support

. Directed a team of union Service Representatives and

managers dedicated to implementation and billing support for

mid-sized to enterprise accounts.

. Grew the organization to 500 California-wide employees

supporting $980 million in annual revenue for high-end

customers across multiple business channels.

. Improved customer service results through focus and

dedication of key representatives, additionally resulting in

Public Sector team achieving the highest results in any

business segment category.

Marketing

. Created a team to identify and leverage applications in

government, education and medical.

. Launched successful trial for 311, a non-emergency service,

in San Jose.

. Determined overall strategy and response for State of

California Request for Information (RFI), preparing the way

for successfully responding to the Request for Proposal

(RFP).

. Created vision, marketing strategy and ultimate transition

plan for Knowledge Network Gateway, an on-line Internet

access service for K-12 education customers.

. Led group of managers responsible for vertical market

management and competitive intelligence.

Prior experience includes Market Manager, Sales Planning Manager, Market

Segment Planner.

EDUCATION

Masters of Business Administration

Haas School of Business,

University of California, Berkeley

Bachelor of Science, Education

University of Vermont

Data Communications Institute

Hill Associates

Sales Professional Development: Building Excellence - Holden

International; Creating Competitive Business Solutions, Leading Competitive

Business Solutions, and Public Sector Financial Acumen - Wilson Learning

Vicki Schifferli (*****@**********.***)

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