Sales Customer Service
Resume:
.
Dolores
OlsenTo secure a challenging position that allows me to contribute, refine, and assist in sales process a
Dolores Olsen, B.B.A.
Superior, CO 80027
Contact Phone: 720-***-****
E-mail: ************@*******.***
Objective: To secure a challenging position that allows me to contribute, refine, and assist in sales process automation, sales forecasting, process coordination, and training.
Experience:
2000-2009
EMC Corporation Englewood, CO
Sr. Sales Process Coordinator / Sales Analyst:
Sales Forecasting / Revenue Reporting "
As a Sales Analyst, I was responsible for micro sales forecasting within the sales pipeline for two major divisions in the United States. The sales pipeline for both divisions totaled over one hundred and fifty million dollars a year and consisted of physical hardware devices, software products, service and support contracts, and consulting services. I compiled all major sales closures and prospect forecasts for both sales divisions daily, quarterly, and yearly. My position was critical to EMC's execution in achieving revenue objectives set within the company's portfolio. EMC's sales representatives, as well as, the division were issued quota based initiatives based on region, previous sales, and market evaluation; I continually gave the executives the window into projected sales, actual sales, and the estimation of meeting company revenue projections.
The compiled forecasts and sales deal logs were used by many facets of the business including manufacturing, innovation, shipping, and support to determine the resources needed to meet customer demands. As an example, the forecasts that I was responsible for were critical to ensuring the right production numbers for a specific product were met at the manufacturing plants; parts and products were created based on the accuracy of sales forecasting using a JIT inventory management model.
EMC, a multi-billion dollar organization, acquired many organizations during my tenure. As a sales analyst, I tracked all sales that were specific to acquisitions to determine how lucrative and profitable the acquisitions were to the company portfolio. EMC would use the sales and revenue information for acquired products to determine further investment opportunities, corrective measures, and the overall health of the sales pipeline with the addition of the acquired product.
Sales Process Coordination "
I was a liaison between sales, finance, shipping, and management to ensure a solid, consistent, and documented sales process with focus on customer objectives. It was my responsibility to ensure all facets of the sales process were seamless to the customer, which included, but was not limited to: product ordering and tracking, innovation, manufacturing, and shipping. I often had direct relationships with the customers to both ensure the EMC customer experience, as well as, to be the first line of defense in conflict resolution when problems arose during the sales process; my position was critical to closing multi-million dollar sales contracts.
As a senior sales process coordinator and sales analyst, I traveled to all major regional office hubs to train new and existing sales analysts in sales process coordination, sales forecasting, and delivering the overall EMC customer experience to other sales coordinators and analysts. It was critical to the organization to deliver the highest grade of consumer experience to the organization's customers.
As a trainer, the core of my mission statement was the EMC customer experience. All facets and processes of the sales pipeline was part of the overall customer experience, although direct customer interaction was a given. It was my contention that if any single point of the sales process falls, so does the customer experience. I articulated the importance of the implementation and enforcement of every aspect of the position with direct consequences to the customer as a result of a failure. I took the position that passion and cause were more important than the sheer knowledge of company processes and practices. It is passion and cause that will drive every individual towards perfection in servicing customers from every aspect. I also contended that maintaining existing customers was just as important if not more important than acquiring new customers.
1997-2000,
The Hibbert Group Denver, CO
Account Lead:
Client Account Management "
I managed and supported client accounts for a comprehensive marketing organization. My staff and I dealt directly with our client's customers, which consisted of engineers within the microcontroller technology industry segment.
The breadth of my reach within the account management channel included the overall customer experience, customer support, quality control, product deliverance, and a liaison between sales and the end customer. With accounts worth in the hundreds of thousands of dollars, it was critical for me to be able to communicate with the client and my staff at a level of excellence. In an organization which net worth was less than twenty million dollars, the importance of my position could be defined in terms of the percentage in which the accounts I managed were worth in relationship to the overall percentage of gross revenue to the organization. Both myself and my staff made the difference between keeping large Fortune 500 accounts and losing those accounts to attrition.
Team Management "
I was responsible for a team of account specialists; specifically, I delegated responsibilities and tasks to each member of my team as well as train new members on their specific position. I controlled communications between the client and the account specialists by implementing dictation rules and processes in reference to client requests and overall correspondence.
Education:
Regis University Denver, CO
Major-Business Administration
Expected graduation date: 2013
Colorado University Boulder, CO
Customer Service Certification Training
Languages: English, Spanish
References: Excellent references available upon request.
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